Assistant Guest Experience Manager - Mission Hill

Over 40 years ago, we founded our family winery with an audacious dream – to redefine what’s 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 team member is a storyteller and makes an impact on a family-owned business that is building a lasting legacy in the Canadian and International wine industry. Our people have relentless drive to always raise the bar, a genuine entrepreneurial spirit, a passion, and love for what we do, to all act like owners, and to constantly innovate. We act with a sense of urgency, do everything possible to always overdeliver for our customers, and treat each other with humility and authenticity.

We love what we do. We’re all in. It’s 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. We’re 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 we’ve only just begun.

The Assistant Guest Experience Manager, Mission Hill Family Estate is responsible for all facets of the Boutique and Tasting Room, ensuring operational excellence in guest service, employee engagement, inventory management, and retail merchandising.

What You’ll Do

• Support the day-to-day leadership of the Guest Experience operation, ensuring every touchpoint reflects Mission Hill’s standards for premium hospitality.
• Lead with strong floor presence, supporting service execution, guest recovery, team communication, and real-time operational needs.
• Build effective schedules, support payroll review, and help align labour planning with business levels, guest demand, events, and revenue targets.
• Coach, motivate, and develop team members through clear communication, training, feedback, and performance support.
• Oversee reservation and experience details, including Tock updates, VIP requests, overbookings, special guest needs, and future experience planning.
• Partner with Events, Culinary, Marketing, Wine Club, HR, Finance, and Estate leadership to deliver seamless guest experiences.
• Support sales initiatives, guest follow-up, corporate gifting opportunities, inventory awareness, wine ordering, and operational reporting.

What You Bring

• 5+ years of experience in hospitality, guest experience, winery operations, luxury retail, sales leadership, or a related guest-facing environment.
• Experience leading, coaching, scheduling, and developing hourly or seasonal teams.
• Post-secondary education in Business, Hospitality, Tourism, or a related field is preferred; equivalent experience will be considered.
• A strong guest-first mindset with the ability to balance service excellence, commercial goals, and operational priorities.
• Confidence working with reservation, CRM, scheduling, payroll, inventory, and reporting systems; experience with Tock, Commerce7, UKG, Excel, or Power BI is an asset.
• Strong communication, organization, problem-solving, and relationship-building skills.
• A calm, professional, solutions-focused approach in a fast-paced, seasonal estate environment.
• Serving It Right certification, or the ability to obtain and maintain certification.

Why Join Mission Hill Family Estate

• Be part of one of Canada’s most recognized winery estates, known for exceptional hospitality, wine, culinary experiences, and memorable guest experiences.
• Lead and develop a passionate team in a premium guest experience environment.
• Work cross-functionally with talented teams across Wine Club, Culinary, Events, Marketing, Finance, HR, and Estate Operations.
• Contribute directly to the creation and delivery of world-class experiences for guests and members.
• Build your career in a dynamic, seasonal, and highly collaborative hospitality setting in the heart of the Okanagan Valley.

Working Conditions

This is an on-site role at Mission Hill Family Estate in West Kelowna that requires regular floor presence and flexibility to support weekends, evenings, holidays, private events, and seasonal business peaks. The role involves working in a fast-paced winery and hospitality environment and may require extended periods of standing, walking, and moving throughout indoor and outdoor estate areas.

Why Join Us?

Iconic Wineries of British Columia 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. The typical hiring range for this position is $65,000 - $75,000 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:

• Access to company-matched RRSP contributions
• Extended health and dental benefits, and mental health plans with 24/7 access to care and support for you and your family
• Paid time off
• Training and development to build a fulfilling career

At Iconic Wineries of British Columbia, 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.

Ambitiously Curious

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

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 to stay ahead of industry giants.