Visitor Experience Associate - Tours & Tastings

Buffalo Trace Distillery is a family-owned company based in Franklin County, Kentucky, whose rich distilling tradition dates back to 1787. Buffalo Trace is a fully operational distillery producing bourbon, rye, and vodka on site, and is listed on the National Historic Register. Buffalo Trace has been awarded seven distillery titles since 2000 and has also garnered more than 150 awards for its premium whiskies. www.buffalotrace.com

The Visitor Experience Associate - Tours & Tastings, is a Core Team Member within the Visitor Experience at Buffalo Trace Distillery.  They will assist management with training initiatives, development & implementation of daily duties; the organization of daily tour and break schedules; and be an integral part of improvements to the overall visitor experience.  They model excellent customer service at all times and take the lead on servicing internal and external VIP visitors.

• Deliver high quality, accurate and fun tours daily. Alert management to potential updates to tour routes or material.  Assist with Tour Guide evaluations.  Remain current on developments at the Distillery to ensure accurate information and assist with the development of new and existing tour scripts. 
• Model world-class customer service at all times to both internal and external customers. Assist management with training opportunities that will increase team morale and overall KPI scores. 
• Work closely with VIP (internal/external) guests to develop raving fans.
• Innovate ways to increase visitor spend through highlighting priority brands and making connections to non-alcohol merchandise. Create an environment that is welcoming for visitors. 
• Encourage visitors to complete comment cards and work with other Tour Guides to increase the fulfillment rate. Assist in the timely uploading of comment card information to allow for as close to real-time input on visitor experiences as possible.
• Coordinate with the Visitor Experience Team Leaders on the implementation of assigned tasks for the Tours & Tastings team. Evaluate priorities and make suggestions for developing new tasks that will increase the efficiency of the Tours & Tastings team.
• Model customer service standards to the team and serve as “eyes” and “ears” for management, alerting them to when standards are not being met or additional training is needed. 

Requirements

• REQUIRED

  • Ability and willingness to work non-traditional hours (nights/weekends)
  • High School diploma or GED equivalent
  • Must be a team player
  • Ability to handle multiple tasks at one time
  • Ability to project a professional image
  • Strong planning and organizational skills

  PREFERRED

  • Strong presentation skills
  • Excellent oral & written communication skills
  • 1 Year Experience in customer service, retail
  • 1 Year Experience dealing with VIP guests