Tour Guide & Tour Administrator (Wine Jobs: Management & Administration)

  Bolney Wine Estate Ltd.

  Haywards Heath, England

We have a great opportunity to join our team at this family run vineyard in the heart of West Sussex. As Tourist Guide you will be taking customers on tours of the vineyard and estate and conduct wine tastings. We need a team player who is confident making sales and who will prioritise good customer service whilst providing an amazing experience for our clients. Full time role but must be flexible with hours and may include some weekend work.

RESPONSIBLE FOR                      

Tours & Tastings, Private Groups, outside shows and events when required, tour allocation, tour staffing, assistance in the office, shop and café and other areas when required.

STATEMENT OF PURPOSE:  

• To provide an exceptional tour experience for Bolney Wine Estate through effective and relevant communication of the tour and tasting product.
• To demonstrate a flexible approach to varying the tour dependent on the size, nature of the group, conditions within the estate and in varying weather conditions.
• To act as an ambassador for Bolney Wine Estate at all times.
• By being well presented at all times and offer a warm and open welcome to all visitors to Bolney Wine Estate.
• To establish and maintain good working relationships with colleagues and departments throughout Bolney Wine Estate.
• To promote and effectively sell our wines to achieve retail targets.
• Understand and meet guest needs; anticipate/exceed guest expectations.
• To assist with the development of the tours and events programme at Bolney Wine Estate

KEY RESPONSIBILITIES

• Conduct tours of Bolney Wine Estate to the specification provided.
• Regularly review industry information and be aware of the current situation of Bolney Wine Estate to ensure tour content is accurate and varied.
• To give a brief health and safety talk followed by an introduction to Bolney Wine Estate and the history of English Wine.
• Ensure our tour customers have a detailed and tutored tasting of our wines.
• Retail sales to visitors on tours and in the shop, including Bolney Wine Estate Wine and other products– assisting the retail manager when required with in-shop tastings, advising customers, and general sales
• Tour administration including booking customers onto a tour, making e vouchers and logging/posting physical vouchers.
• Dealing with all tour customer queries including voucher extensions, dietary requirements and bookings.
• Invoicing private or corporate bookings and third party companies
• Addition of new tours and events to the events calendar.
• Recording tour wine sales and all relevant information post tours.
• Provide customers with information on other services and products Bolney Wine Estate offers.
• Observe customers behaviour and feedback to line managers on ways the customer experience could be improved.
• Set up and clear down all areas used in order to deliver the tour as specified at the start and end of each tour, including stocking up if required.
• Aid visitors in the event of an emergency, following instructions from the line manager at the time.
• To cover the shop when required, providing information and tastings
• Attend departmental meetings as required.
• Attend outside events on behalf of Bolney Wine Estate as required.
• To oversee the smooth running of the tours for both the guides and the café staff
• To liaise with the other guides on tours and dates, and maintain a good level of communication between the group
• To assist the events manager in booking and allocating tours and guides where necessary
• To respond to tour or event enquiries & look after general admin when required
• To assist in the café as and when required and under direction of the café manager
• To take on a ‘hostess’ role for any events that require it and for the café/shop when covering it. Make sure guests feel welcome and be there to assist if required.
• To be flexible with hours, working evenings and at least one day per weekend
• Promotion of events and tours where necessary
• Any other duties as reasonably requested by the Tours Manager or the Managing Director of Bolney Wine Estate.
• Limits of Authority
• All press enquiries to be handled by the management team
• Complaints that cannot be dealt with at the initial contact level to be dealt with by the management team.
• Salary 18,000-20,000 per annum dependent on experience

Job Type: Full-time

Required licence or certification:  Drivers License

 Please apply by the 30th June 2017, start is immediate.