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Manager, Partner and Guest Experience

Visit Napa Valley Napa ,CA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

The Manager, Partner & Guest Experience is responsible for the strategy, leadership and operational management of Visit Napa Valley's Industry Partnership Program and the Napa Valley Welcome Center.

 

The ideal candidate will be a strategic thinker with operations and retail experience, a knack for building positive relationships with all stakeholders, partnership management skills in a member association format, passion for guest engagement and an extensive knowledge of the Napa Valley.  

Responsibilities:

Napa Valley Welcome Center

  • Act as a brand ambassador for on-premise brand experience at the Napa Valley Welcome Center.

    • Closely collaborate with the VNV marketing team to project brand messaging throughout the Napa Valley Welcome Center platform. 

    • Lead the positioning and branding of Napa Valley within the Welcome Center platform.

    • Create Napa Valley Welcome Center programming to enhance stakeholder engagement of visitors, partners and residents.

  • Lead Welcome Center performance in guest services, staffing, operating budget, guest data collection, partner referral, retail operations, and the implementation of health and safety protocols in public areas. 

    • Act as concierge to provide information to visitors regarding Napa Valley hotels, wineries, local activities & attractions, the Napa Valley region and any other pertinent guest inquiries - with an emphasis on strategic recommendations based on guest needs and stakeholder interests, utilizing a variety of platforms 

    • Hire, train, schedule, supervise, and evaluate Napa Valley Welcome Center staff. General office and CRM database responsibilities, including reporting. Maintain facility operations.

    • Nurture relationships with “Guest Information Network” partners in Napa Valley town Welcome Centers and Chambers of Commerce.

Partnership Programs

  • Develop a partnership model and strategy that emphasizes and highlights the value-add of partnering with VNV.

    • Develop rapport with local businesses to enhance and encourage partnership with VNV

    • Expand partnership retention strategy

  • Be the face of VNV with partners, elevate our service offering, inspire collaboration.

  • Champion positioning and branding of Napa Valley within industry partner communications.

  • Lead partnership retention and recruitment strategies, with a focus on ROI and added value

    • Membership categories include lodging partners, as well as winery, restaurant, and services/attractions

    • Prioritize and define ROI for elevated partnership tier (Founders Circle) members

    • Develop annual partner awards strategy and program to facilitate engagement and connection with VNV

  • Generate revenue through new and renewing partnerships

    • Manage monthly Partner Account invoicing and Accounts Receivables

    • Manage and maintain organization contact databases with partner updates

    • Coordinate partner-related meetings including partnership sales pitches, Sales/Marketing Conferences and Partner Education Classes

    • Compile monthly Partnership reports; conduct annual Partners Satisfaction Survey

  • Support VNV content platforms, programs and initiatives by developing material to inform,  engage and educate community partners.

    • Support VNV training academy and annual events.

  • Nurture relationships with town Welcome Centers and Chambers of Commerce.

Requirements - Skills and Abilities:

  • Knowledge of member association or wine club management.

  • Polished communication skills in all channels, including in-person, email, phone, social media, hand-written notes, etc.

  • Technological savvy is a must! Ability to work with various operating systems and programs such as Mac, Microsoft Office, Google Suite, Drop Box and Social Channels.

  • Organized, strategic thinker and problem-solver with excellent follow-through skills; must thrive on multitasking.

  • Demonstrated passion for providing a high level of customer service.

  • Ability to exercise initiative, sound judgment and diplomacy in all Visit Napa Valley related matters.

  • Demonstrated ability to effectively engage with culturally diverse audiences of varying ages.

  • Ability to communicate clearly and effectively with all types of individuals in writing and verbally in English.

  • Project an image of friendliness and professionalism.

  • Ability to establish and maintain an effective working relationship with employees, management, partners and the general public.

  • A team player, flexible, fun, energetic and enthusiastic.

  • Willingness and ability to maintain a professional appearance and demeanor.

  • Must have a passion for food and wine.

  • Confident public speaker.

  • Excellent listening skills.

  • Multilingual fluency is always a benefit

  • Must be available to work weekends, and have flexible hours throughout the week.

  • Ability to sit/stand at workstation for extended periods of time.

  • Ability to lift 40 pounds.

Requirements - Experience and Education:

  • Bachelor’s Degree, preferably with coursework in marketing, communications, hospitality, tourism or related field.

  • 3-5 years of experience in a management role; preferably in a tasting room.

  • Experience in the Napa Valley hospitality industry; knowledge of the Napa Valley wine and/or tourism industry preferred.

  • Experience representing a luxury brand through customer service preferred.

Company Description
Visit Napa Valley® is the official destination management organization for Napa County. We promote the region as an attractive travel destination and enhance its public image as a dynamic place to visit, live and work. Primary funding for our activities and programs comes from a Tourism Improvement District (TID) special assessment on lodging. Additional funding is provided through partnerships with visitor-serving businesses throughout Napa County.

Our Vision & Mission: Our vision is to elevate Napa Valley as the worlds premiere wine country experience. Our mission is to promote, protect and enhance the Napa Valley destination.

Our Values: We purposefully attend to our Culture of Excellence by living Visit Napa Valley's core values in terms of how we communicate, carry out our work and when engaging with our visitors, partners and each other.

1. Leadership: We succeed based on our ability to develop and respect relationships.
2. Transparency: We communicate professionally, transparently and mindfully.
3. Respect: We succeed based on our ability to develop and honor relationships.
4. Collaboration: We reach our goals by working together to represent Napa Valley at the highest level.
5. Accountability: We make a positive impact by being actively engaged, and setting and achieving actionable goals.
6. Authenticity: We are genuine in our quality of work, reflecting the spirit of the Napa Valley.
7. Sustainability: We are committed to social, environmental and economic stewardship.

Visit Napa Valley

Why Work Here?

Amazing team, benefits, work environment and opportunity!

Visit Napa Valley® is the official destination management organization for Napa County. We promote the region as an attractive travel destination and enhance its public image as a dynamic place to visit, live and work. Primary funding for our activities and programs comes from a Tourism Improvement District (TID) special assessment on lodging. Additional funding is provided through partnerships with visitor-serving businesses throughout Napa County. Our Vision & Mission: Our vision is to elevate Napa Valley as the worlds premiere wine country experience. Our mission is to promote, protect and enhance the Napa Valley destination. Our Values: We purposefully attend to our Culture of Excellence by living Visit Napa Valley's core values in terms of how we communicate, carry out our work and when engaging with our visitors, partners and each other. 1. Leadership: We succeed based on our ability to develop and respect relationships. 2. Transparency: We communicate professionally, transparently and mindfully. 3. Respect: We succeed based on our ability to develop and honor relationships. 4. Collaboration: We reach our goals by working together to represent Napa Valley at the highest level. 5. Accountability: We make a positive impact by being actively engaged, and setting and achieving actionable goals. 6. Authenticity: We are genuine in our quality of work, reflecting the spirit of the Napa Valley. 7. Sustainability: We are committed to social, environmental and economic stewardship.

Address

1001 Second Street
Napa, CA
94559 USA