Guest Experience Manager Checkmate

Over 40 years ago we founded our family winery with an audacious dream to redefine whats possible for Canadian wine in the eyes of the world. With a deep commitment to the Okanagan region and a relentless passion to produce wines that can stand alongside the best in the world our wines are crafted with bold precision and an uncompromising respect for the diverse vineyards and micro-climates here.

Our culture is unapologetically fast paced entrepreneurial and results driven. Each teammember is a storyteller and makes an impact on a family-owned business thatis building a lasting legacy in the Canadian and International wine people have relentless drive to always raise the bar a genuineentrepreneurial spirit a passion and love for what we do to all act like ownersand to constantly innovate. We act with a sense of urgency do everythingpossible to always overdeliver for our customers and treat each other withhumility and authenticity.

We love what we do. Were all in. Its how we have accomplished great things. Like our amazing products and our brand we want to tell you the exciting story of our winery its growth and our people. Were on an amazing adventure and we want you to help write the next chapter with us. We are building a lasting legacy in the wine industry and weve only just begun

The Winery

Located in the heart of the South Okanagan CheckMate Artisanal Winery is set in a place of breathtaking natural beauty. The result of millions of years of geological activity the winery nestles against the rugged rocky outcroppings of Mt. Kobau that give the region and vineyards its distinct character.

Every detail creates a setting that welcomes guests and embraces the view.

The Guest Experience Manager is the on-property leader accountable for delivering a highly personalized VIP-caliber guest journey at CheckMate Artisanal Winery. Operating with an owners mindset in a lean entrepreneurial structure this role leads the overall success of the winery guest experience business including fiscal discipline revenue performance team readiness facility presentation and operational close partnership with Brand Fulfillment Marketing Winemaking Engineering and other stakeholders this role elevates the CheckMate brand through polished storytelling exceptional service execution member engagement in-market representation and high-value sales and event opportunities.

What youll do:

• Lead the design execution and continuous elevation of ultra-premium guest experiences that are curated personal memorable and reflective of CheckMates luxury positioning
• Own a VIP-level service model that anticipates guest needs recognizes returning guests and members and uses guest insight preferences purchase history and lifetime value to personalize every interaction
• Set and uphold uncompromising service and presentation standards including arrival experience pacing glassware table setup cleanliness building readiness and the overall condition of guest-facing and back-of-house spaces
• Coach train onboard schedule and develop seasonal and year-round team members to deliver confident storytelling polished hospitality product knowledge service discipline and continuous improvement
• Own revenue performance across DTC channels including onsite visitation private and VIP experiences offsite events outreach club acquisition member retention elevated clienteling conversion average order value and long-term guest value
• Manage the fiscal and operational health of the guest experience business including labour controllable expenses inventory wine depletion packaging collateral service supplies budget discipline and decisions that support profitable growth
• Analyze guest feedback service observations and performance metrics to refine the guest journey strengthen ratings and loyalty improve repeat visitation and identify opportunities for service recovery or operational improvement
• Partner closely with Brand Fulfillment Marketing Winemaking Engineering and other stakeholders to align priorities resolve barriers support product availability and ensure sales events storytelling and operational standards are executed with excellence
• Represent the winery with professionalism and brand presence through heavy in-market travel event planning member engagement sales opportunities private experiences and strategic relationship-building activities

What you have:

• Bachelors Degree in Business Hospitality Wine Tourism or a related field is preferred
• 5 years of experience in luxury hospitality premium winery guest experience fine dining private client services luxury retail or a comparable high-touch service environment
• 2 years of leadership experience with demonstrated ability to coach teams to consistent polished and elevated service execution
• Proven results in premium sales guest conversion member engagement or relationship-based revenue growth
• Strong presence on the floor with the ability to model calm confident gracious hospitality during high-profile visits peak service periods and service recovery moments
• Excellent written and verbal communication skills with the ability to tailor tone storytelling and recommendations to each guest
• High attention to detail and service discipline with an eye for presentation cleanliness pacing and the subtle cues that define luxury hospitality
• Collaborative creative storyteller and problem-solver with an entrepreneurial spirit innovative drive and commitment to achieving exceptional business results
• Strong business acumen with the ability to manage fiscal priorities make sound operational decisions and act like an owner in a fast-paced flat and entrepreneurial environment
• Comfortable collaborating cross-functionally with brand marketing fulfillment winemaking engineering and operational partners to deliver shared winery objectives
• Ability and willingness to travel heavily in market and represent the winery during events member experiences sales opportunities and other high-value brand moments

Why Join Us

Mark Anthony is committed to hiring engaging and growing qualified talented and motivated team members at every level of our organization. We offer competitive compensation that recognizes individual and company performance. Thetypical hiring range for this position is $80000 - $90000 annually complemented by a bonus plan; the base pay is determined by market location and job-related knowledge skills experience and education.

As part of our Total Rewards program we are also proud to offer:

• Company-matched RRSP contributions
• Extended health and dental benefits and mental health plans with 24/7 access to a primary care physician via Lumino Health
• Maternity & Adoption Leave Top Up and Paid Secondary Caregiver Leave
• Paid time off
• An extensive offering of world leading learning and development programs to empower your career development in-person and digital offerings with internationally renowned resources like Franklin Covey and Lumina.

We are growing a lasting legacy in the beverage alcohol industry with people first. Apply now!

Mark Anthony Group is an equal opportunity encourage applications from individualsof all backgrounds who areeligibleto work in thank all candidates for their interest in MAG and we will reach out to thosecandidates that are under consideration. If you are contacted for an interview and require accommodationduring the recruitment process pleasecontactyour recruiter.

At Mark Anthony we exist to Unearth the Extraordinary:

Our Purpose is not just a statement; it is a call to action that binds us together and ignites our passion for making a difference. It is the driving force behind why we do what we do every single day connecting our global organization across all business units roles and locations. We are:

Best in Our Craft
We set the standard with a pursuit of excellence that can be found in everything from our products and processes to our plants and people.â

Ambitiously Curious
We stay curious dreaming big and navigating the unknown with an enduring belief in better.ââ

Made With Humility
We bring humility authenticity fun and support to every collaboration and celebrate wins as a team.

Daringly Disruptive
We disrupt the status quo moving fast to seize opportunities and acting scrappy âto stay ahead of industry giants.â

Required Experience:

Manager

Employment Type : Full-Time
Department / Functional Area: Hospitality
Experience: years
Vacancy: 1
Yearly Salary Salary: 80000 - 90000