Assistant General Manager, Sazerac House

Build your career at Sazerac! With almost 400 years of rich history, Sazerac Company has thrived as an independent, American family-owned company with operations in the United States and around the world. Since the 2000s, Sazerac has averaged double digit growth every year! Sazerac Company produces and markets the most award-winning bourbons and whiskeys in the world, including Buffalo Trace, Pappy Van Winkle, Eagle Rare, Blanton’s, and Sazerac Rye. Additionally, Sazerac owns many popular brands across a range of spirits, including Fireball, Southern Comfort, Seagram’s V.O., Myers’s, Goldschläger, Parrot Bay, 99 Brand, and Platinum Vodka. 

We’re proud of our award-winning culture and distilleries. Our Louisville office has been named one of the “Best Places to Work in Kentucky” four times, and our Buffalo Trace Distillery has earned the title of “world’s most award-winning distillery” through the dedication of our craftsmen for well over 200 years. Whether you’re a recent graduate or an experienced professional, Sazerac provides extraordinary opportunities for growth with competitive salaries and benefits in an exciting, entrepreneurial industry.

The Sazerac House Assistant General Manager manages the on-site guest experience, from start to finish, including the admission process, tour experience, and retail offering.  They are responsible for maximizing revenue opportunities, through the strategic growth of gift shop performance and paid Tours and Tastings. The AGM builds and develops a goal-oriented team that delivers a world-class experience to all guests.

• Attract visitors to the Sazerac House. Evaluate monthly P & L statements for accuracy and identify areas to cut costs and drive revenues. Determine fiscal requirements and prepare budget recommendations.
• Identify number one skill for development with manager yearly. Continually improve in that skill.
• Utilize data from point of sale, CRM and guest feedback system to determine necessary changes to the front-line operation. Recommend changes to staffing levels, gift shop merchandise, and pricing strategy based on findings. Analyze CRM results and utilize findings for training and development of employees. Ensure that all systems work by supporting the daily operation of the gift shop and visitors experience. Utilize feedback systems to do the same for the on-site guest journey, identifying opportunities to develop more moments of outstanding experience, and removing moments that are underwhelming or a hassle to guests.
• Create necessary processes and procedures for Sazerac House gift shop functions and ensure that all employees are well trained in their use. Equip all employees to be able to perform basic functions of Gift Shop Associate, Door Attendant, Security Agent and Facilities Attendant. Complete weekly and monthly inventories and maintain proper PAR levels based on visitors’ traffic.  Work in conjunction with Purchasing Administration to develop delivery and purchasing processes for product and merchandise.  
• Ensure that all gift shop attendants are collecting necessary information from visitors to enter in the CMS. Answer all website and phone inquiries and work with corresponding teams to ensure customer satisfaction. 
• . Ensure that world class customer service is provided to visitors through proper training and evaluation. Handle visitor’s inquiries and complaints on a timely manner and with proper follow up to ensure satisfaction. Monitor standards through external review sites including TripAdvisor, Google and Yelp and through internal systems like Avius touchscreen surveys.
• Ensure excellent display of retail products to enhance shopping appeal for consumers. Work with gift shop staff on persuasive selling techniques. Create seasonal and Holiday displays. Work with General Manager to develop processes and methods to improve turn over on seasonal products. Ensure gift shop is aesthetically pleasing to visitors at all times. Suggest pricing changes and new merchandise. Review performance frequently, making informed decisions to boost sales via merchandising strategies, inventory decisions, and team member incentives.
• Identify and complete processes necessary for the continued improvement of the gift shop and guest experience Develop and maintain protocols for potentially significant consumers issues (i.e. and escalation protocol). Ensure adherence to Personal Safety, Food Safety, Responsible Vendor, Quality and Environmental Policies and Practices. Develop and maintain emergency plans - hurricane, evacuation, and other hazards.
• Monitor and evaluate all gift shop and tour processes and procedures and adjust accordingly. Make recommendations on changes needed based on visitor traffic and sales growth.
• Ensure gift shop team has a working knowledge of Public Relations efforts and press releases in order to address consumer inquiries. Keep PR Manager informed of any questions/comments related to Sazerac news from consumers that is out of the ordinary.

Requirements

MUST

• Ability and willingness to work non-traditional hours (nights/weekends)
• Excellent oral & written communication skills
• Demonstrate the ability to work as a team as well as self-directed
• Ability to project a professional image
• Working knowledge of MS Office Products (Word, Excel and Outlook)
• Ability to communicate with all levels of an org
• Bachelors Degree or commensurate experience
• 3 years relevant experience (minimum)
• 3 years experience in Customer Service or Consumer Affairs.

PREFERRED

• Strong planning and organizational skills
• Ability to handle multiple tasks at one time
• 2 years Experience in monthly inventory and accounting closes
• 3 years Experience in customer service, retail