Position Title:

Cellar Door Supervisor

Location:

673- 675 Maroondah Hwy, Coldstream VIC 3770

Reports to:

Front of House Manager

Direct Reports:

N/A

Main Position Objectives:

Reporting to the Front of House Manager this role is the primary management person responsible for the daily operation of the Coombe Yarra Valley Cellar Door and Providore at the Estate. As an integral part of the Coombe wine team, this role will focus on the day-to-day management of a cellar door (wine tastings, staff training, inventory management, reporting, stock management coordination and support during events). In addition, the role will deliver strategies that drive wine club memberships and direct to consumer sales, while building the Coombe brand as the ‘go to’ destination for wine tourism in the Valley.    

The key goals are to ensure excellence in customer service and an optimal visitor experience; to maximise wine sales while building the Coombe brand and promoting the Melba legacy. The role is responsible for the smooth, accurate and efficient execution of daily operations while ensuring overheads are kept to a minimum. The successful candidate will have a passion for wine, tourism and hospitality and use this to drive an enthusiastic and dynamic team. 

This position requires a positive ‘can do’ attitude; a friendly demeanor, patience, a high level of professionalism, a ‘hands-on’ approach, excellent time-management, strong sales skills, good management, sales and customer service experience and a team-focused work ethic. Some external brand representation may be required from time to time.

Essential Duties and Job Responsibilities

Operational:

Daily set-up and close down operations (including till reconciliation & bank deposit preparation)

Wine Tasting – set the highest standard for both individual and group tastings, as well as driving the promotion and sales other food / wine specials 

Melba Estate Club membership acquisition, processing and management

Retail sales (including wine, food, merchandise)

Sales processing – POS, credit cards and cash

Processing of web orders and wine dispatch

Assistance with Melba’s Garden Walk sales and guest processing 

Maintaining the highest standard of all merchandising and stock display in your department

Managing all maintenance and cleaning as required in your department

Providore and non-wine stock ordering 

Other administration duties as required

Handling of phone enquiries

Customer Service delivery – ensuring the highest of standards are met by your staff

To recruit and maintain a strong team of well-presented, enthusiastic, friendly and knowledgeable staff and ensure that the cellar door is adequately staffed at all times

Producing fortnightly rosters for staff while managing wage costs

Introduce and implement initiates to drive awareness, foot traffic and sales. 

Provide relevant input when needed regarding wine style decisions or brand development.

Wine Club

Proactive engagement with members, deriving campaigns to sell direct and drive new wine volume sales along with special events from time to time.

In conjunction with the financial controller handle the members wine allocation process with an aim for seamless charging and delivery to the customer.

Wine Business Logistics and Stock Control 

Wine stock control including cellar door and providore stock take counts as required.

Internal Relationships:

Cellar Door Team
Wine Business Team – Winemaker, Viticulturalist
Office, Finance and HR 
Events Team – Wedding Coordinators
Chef and Kitchen team 
Other FOH Hospitality Staff

External Relationships 

Wine Tour Operators
Wine Yarra Valley
Coombe Estate Club Members
Suppliers and Contractors as required
Keep abreast of current trends, promotions, styles and competitor activity.

Objectives and Key Performance Indicators:

Maximum wine/merchandise/food sales conversion per visitor/taster

Maximise Melba Estate Club membership and database sign-ups across the entire team

Engage with the Members database to reduce churn and increase DTC sales

Create a unique and positive visitor experience, returning a high level of positive feedback

100% accuracy of order and sales processing

Zero avoidable customer complaints 

Relevant Scope Measures:

Number of direct reports: Cellar Door Team

Number of indirect reports: 0

Number of employees in company: 60+

Percentage of travel: 1%-2% (external presentations if required)

Principal Skills, knowledge and personal attributes required:

Education Qualifications: N/A

Essential: Responsible Service of Alcohol Certification (Victoria), a reasonable level of literacy and numeracy, good communication skills.

Desirable: Computer skills.

Special Skills: An overall commitment to the quality of the brand Coombe Yarra Valley

This role will require a naturally energetic and flexible individual who is accustomed to working in a sales and service environment and has proven capacity to work well under pressure, in both a solo and small team setting. It will also require the capacity to deal effectively with multiple tasks and competing demands. A key facet of this position will be the ongoing building and maintenance of the Melba Estate Club, ensuring effective recruitment of new members and positive service of existing. 

The role involves physical activity, hands-on involvement and may require lifting. The ability to sustain a physically active role is important.

In this position you can expect the following physical demands required from you on the job;
• Standing, walking:         80-90% (continuous)
• Talking or listening:         60-70% (continuous)
• Sitting: 0 - 20% (intermittent)
• Lifting or carrying <16kg, reaching: 10 – 20% (intermittent)

Competencies Required:

A ‘People’s Person’ – polite, captivating, inspiring

Strong team player

Flexible approach

Proactive approach

Practicality and logic

Patience

Attention to detail

Integrity and trust

Time management

Written communication skills

Proficient technological capabilities (competencies with excel is desirable)