Vino Volo, General Manager

Cielo has partnered with Paradies Lagardere to hire a General Manager for Vino Volo at the Philadelphia Airport

Job Description

DUTIES AND RESPONSIBILITIES

All Vino Volo (a Paradies Lagardere Company) positions, including the General Manager, require that you embody a positive company image by providing courteous, friendly, and efficient service to customers and team members at all times. We invite you to embrace our family culture by following the Vino Volo core values: Be Extraordinary, Cultivate Community, Plant and Grow, and Share the Wine.

The General Manager will provide 100% support and commitment to achieving the company’s strategic goals including profitable growth, guest satisfaction and associate engagement. The General Manager is responsible for ensuring that their team surprises and delights Vino Volo customers through sophisticated customer service and wine expertise at the tasting bar, in the tasting lounge, or in the retail section of the restaurant. The General Manager strives to develop and mentor the their team, acting as a role model and a teacher. The primary goals of the General Manager are to lead and coach his or her team to 1) impress customers with the quality of the Vino Volo experience; and 2) sell flights, glasses, food pairings and retail bottles of wine to these same customers. Functions include, but are not limited to the following areas:

People

Build a great workplace for strong performers by promoting and driving an engaged workforce, career development, and learning.

• Must love and support your TEAM

• Deliver and coach employees to charm and captivate customers with a service level they have never-before experienced at an airport, and rarely ever encountered at stores or wine bars outside the airport

• Inspire and mentor all team members to reach their full potential. Develop bench strength for all positions within your location, ensuring upward mobility for high performing team members.

• Consistently recognize team members when they excel. Ensure that a coaching culture thrives, holding direct reports accountable to all policies and standard operating procedures, using the progressive discipline process when performance expectations are not met.

• Source high potential candidates using variety of recruiting avenues. Ensure each candidate is screened using approved interview guides.

• Ensure all direct reports complete all compliance based and brand specific training by the due date.

• Set clear performance goals and expectations for your team that meet Vino Volo’s approach to wine, service, and sales. Following up consistently, providing feedback on an ongoing basis.

• Ensure performance evaluations and disciplinary actions are delivered on a timely basis.

• Drive associate engagement through a variety of methods, including the annual Speak Up Survey. Be an active listener and leader, holding regularly scheduled meetings to access the teams moral and making necessary adjustments to action plans, as needed.

• Leading shifts when necessary

Operational Excellence

Strengthen expertise in the industry and deliver on our plans, keeping the needs of our internal and external customers in mind.

• Ensure positive guest service in all areas. Investigate and resolve complaints concerning food quality and service, responding to guests with a resolution within 24 hours. Take all appropriate actions to turn dissatisfied guests into return guests.

• Engage customers in an approachable but sophisticated manner and help them to discover and fall in love with Vino Volo’s wines, making them want to buy these wines by the bottle. Create a relaxed, refined, and enjoyable environment for customers – a pleasant contrast to the stresses, noise, and crowds of the airport.

• Listen and empathize with customers, with a focus on gently and persuasively up-selling them on bottles of wine or enrollment in Vino Volo’s loyalty program and wine club.

• Role model the behaviors and service expectations you have of your team. • Maintain professional restaurant image, including restaurant cleanliness, proper uniforms, and appearance standards.

• Be a visible presence. Available to members of the team, guests, and airport partners. Monitor the performance of your team and operational systems.

• Must create a culture where poor health and brand partner inspections are unacceptable.

• Ensure that all HACCP related initiatives are being followed and acted on when necessary. Enforce sanitary practices for food handling, general cleanliness, and maintenance of kitchen and dining areas.

• Ensure consistent high quality of food preparation and service.

• Ensure all opening and closing checklist are being used and take appropriate disciplinary action when they are not.

• Verify that all nightly, weekly, and monthly closing procedures are completed accurately, including paperwork, time adjustments, and voucher and invoice data entry.

• Creating and printing daily menus, organizing “flights of the day”, and generally managing the offering of the customer in accordance with Company standards

• Ensuring that all collateral materials including but not limited to menus, wine discovery books, flight blotters, merchandise tags, and point of purchase materials are up-to-date, attractively displayed and accurate

Profitable Growth

Drive top line sales and profitability

• Analyze financial data on a daily basis and take appropriate action to maintain profitability.

• Ensure schedules are written to maximize sales and ensure guest satisfaction. Labor and payroll goals, as a percentage of sales, must be achieved.

• Maintain an acceptable food cost percentage by oversight food and beverage purchasing, quality and cost control.

• Ensure all recipe and portioning standards are being followed to minimize costs.

• Monitor supply purchases, utility usage and miscellaneous expenditures, making adjustments as necessary to ensure profitability.

• Ensure personnel/payroll related administrative duties are completed accurately, on time, and following company policies and procedures.

• Ensure that proper security and loss prevention procedures are in place to protect associates, guests, and company assets.

• Ensure a safe working and guest environment to reduce the risk of injury and accidents. Completes accident reports promptly if a guest or associate is injured.

• Review financial information frequently with your team to assist with achieving financial goals. All managers are required to know the cost and budget goals.

Innovation

Identify opportunities and solve them.

Productivity

Maximize resources to improve process and grow the business.

• Exhibit efficiency in completing job requirements through working with a sense of urgency, consolidating tasks, delegating, and empowering others while managing their efforts.

• Self-driven, work independently, and always do the right thing even when nobody is looking.

• Ensure compliance with operational standards, company policies, federal/state/local laws, and ordinances.

• Must be able to sustain performance under conditions of stress—such as tight deadlines and detailed questioning.

Effective Communication

Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Role model and provide accessibility to all staff for open communication, leadership, direction, and motivation.

• Open-minded to feedback.

• Must have sufficient self-confidence, poise, charisma, and interpersonal skills to be able to work effectively as part of a team and to take part in professional discussions.

• Must demonstrate the ability to be a team player and quick learner in a dynamic, fast-paced environment with varying levels of patrons and team members present.

• Must exhibit leadership courage and the ability to coach up as well as coach direct reports.

Qualifications

Education and Experience Requirements:

• Five or more years as a General Manager, Assistant General Manager, or Floor Manager of a well-respected fullservice restaurant, wine bar or winery tasting room, F&B Manager at full-service hotel or equivalent position in the

hospitality industry; and

• Strong foundation in wine fundamentals. Two or more years performing in some aspect of the wine industry

preferred but not required. Examples include wine distribution, fine dining, wine retail or wine production

• A four-year college degree is preferred, and two years of college education is required.

Knowledge, Skills, And Abilities Requirements

• Ability to manage a team, scout for employee candidates, conduct interviews, spot talent, hire, coach, and evaluate

staff

• Knowledge of wines, including how to taste, evaluate, purchase, and sell wines preferred but not required

• Skilled at and enjoys delivering excellent customer service

• Highly responsible and reliable

• Detail-oriented

• Ability to train staff, either individually or as a group in a new store

• Ability to manage vendor relationships at a local level, including knowledge of how the wine distribution industry

works

• Successfully passing required TSA screening and background check

• Basic understanding of restaurant economics, how to read a P&L and how to manage costs

• Experienced with and proficient at using retail point-of-sale systems

• Proficient in Microsoft Office suite of products

• 21 years of age or older (must be able to taste and evaluate product)

• Fully functional sense of smell and taste, needed to understand wines

• Ability to communicate in English effectively, both orally and in writing

• Able to lift and carry a standard case of wine