Guest Services Team Member I

4 weeks ago


Louisville, Kentucky, United States Brown-Forman Full time

Deliver Exceptional Guest Experiences

As a Guest Services Team Member I at Brown-Forman, you will be responsible for delivering a world-class guest experience at our Old Forester distillery. This includes leading tours, providing exceptional customer service, and ensuring that every guest has a memorable and enjoyable experience.

Key Responsibilities:

  • Deliver 2-3, 75-minute walking tours of the distillery daily, including an hour-long tour and a 15-minute tasting experience.
  • Serve as the first point of contact and greet guests upon arrival to the distillery.
  • Manage and lead groups of up to 25 guests through the Old Forester distillery.
  • Answer questions about Brown-Forman and Old Forester history while on tour.
  • Answer questions pertaining to the fermentation, distillation, cooperage, maturation, and bottling components of the Old Forester process.
  • Answer questions about the various Old Forester expressions.
  • Conduct platform tastings as required.
  • Verify guest identification and annotate U-21 and no-id guests accordingly.
  • Communicate confirmed tour size and demographic breakout to the tasting room and tour guide.
  • Answer distillery phones and respond to guest inquiries.
  • Book and adjust tour reservations as necessary and as required.
  • Resolve guest concerns and involve Tour Captains and Guest Services Lead as necessary.
  • Ensure tasting rooms are set according to Old Forester Distillery tasting room guidelines to include the placement of water, food items, and tasting expressions.
  • Monitor Xola and confirm with Guest Services to ensure the tasting room is set to the appropriate guest count and demographic breakout (i.e. adults and minors).
  • Inventory tasting room supplies weekly and informs Tour Captains of shortages.
  • Clean dishes in between tours.
  • Pre-set tasting room cart for next day at the end of the previous day's shift.

Requirements:

  • Education - High School Diploma
  • Minimum one year of experience in hospitality, retail or spirits/wine industry
  • Flexible Schedule
  • Strong presentation and interpersonal skills
  • Ability to provide exceptional customer service
  • Ability to work in a fluid and fast-paced environment
  • Physically capable of standing for long periods of time
  • Ability to lift up to 40 lbs

Brown-Forman Corporation is an Equal Opportunity Employer

Business Area: Global Marketing

Function: Homeplace

Country: USA

Req ID: JR-00008089



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