Visitor Center Guest Experience Intern

Title: Visitor Center Guest Experience Intern

Report To: Supervisor, Distillery Visitor Center (VC)

Position Type: Part Time, Non-Exempt

Introduction

The Visitor Center (VC) Guest Experience Intern is expected to provide an overall exemplary experience to every guest, and focuses primarily on retail, ticketing, general hospitality functions, and providing guest experiences (tours and tastings) for the VC. The VC Guest Experience Intern reports directly to the Supervisor, Distillery VC/ Lead Guest Experience Host, Distillery VC (in Supervisor’s absence or as notified) and indirectly to the Manager, Guest Experience for the overall internship experience.

Summary/Objective

The VC Guest Experience Intern will participate in a 6-month internship program where they will gain real world experience/ exposure to hospitality and marketing functions within the Bourbon Industry. To ensure a well-rounded experience the Intern will also prepare a guest experience presentation to the leadership team at the end of the internship. The VC Guest Experience Intern will uphold our commitment to excellence, maintain and disseminate approved information readily, maintain the visual standards of the brand and provide knowledge to our guests through approved communication and procedural guidelines as if they were an employee. They will provide necessary support for various VC daily functions. The VC Guest Experience Intern will maintain in-depth knowledge of our inventory and Bourbon, and have basic knowledge of the brand, history and products, to be provided on a continuing basis, in addition to basic knowledge of the Bourbon Tourism, Hospitality and Retail industries.

Major Responsibilities -

Tours, Tastings & Experiences

• Host guided tours and/or tasting experiences for guests daily, delivering an enjoyable, interactive & informative experience.
• Act as an ambassador of the brand at all times, sharing passion for the product through education and enthusiasm.
• Strive to achieve personal and Team NPS target scores.
• Disseminate consistent, approved information as provided through the training process to guests.
• On average, host 6 experiences per day, however more or less may be required.
• On a rotating schedule basis, craft cocktails and provide exemplary service in Bar 1888.
• Assist with additional on-site events or experiences as directed.

Customer Service and Hospitality

• Provide a high-end hospitality experience from greeting to departure for every guest or internal customer.
• Engage with guests in a variety of settings- in person, via phone or other forms of company communication- refer to appropriate FR personnel as necessary.
• Take and process reservation requests and assist walk in guests with ticket sales.
• Follow Four Roses Customer Service Strategy. Uphold Four Roses Commitment to Responsible Practices.
• Assist customers on sales floor with questions, cross-sell and promote as necessary and be available for guest inquiry. Strive to achieve company directed team goals.
• Act as a concierge to Four Roses Guests, providing helpful information and answering questions.
• Maintain a positive, friendly, and helpful attitude to exceed guest expectations.
• Manage guest dissatisfaction swiftly & discreetly. Resolve outstanding issues with the support of Supervisor/Lead when necessary.
• Support internal requests as needed to cross-collaborate with other departments.

Retail Functions

• Cash handling/ retail and ticket sales.
• Opening and closing duties to include drawer activation/ reconciliation; restocking; bourbon count. Supply inventory, bar setup etc.
• Maintain visual and brand standards for visitor center.
• Process merchandise e-commerce orders and operate engraving equipment.

Project Work

• The Four Roses Internship will an include a comprehensive project target directly relating to the hospitality and experiential marketing aspects of the Visitor Center.
• The VC Intern will have opportunity to meet with Department Leaders across the organization to learn more about each area.
• The project duration will extend from start date to be presented to our Leadership Team to gain valuable real-world experience before the internship has concluded.

Minor Responsibilities -

Support Functions

• Provide logistical support for: experience set up, strike down, guest traffic control, responsibility practice, cocktails, media/audio, or any other function as necessary.
• Assist with sanitation of audio equipment, tasting supplies or space as needed.
• Support any additional Visitor Center projects as requested.
• Occasionally support transfers between locations or fulfil additional requests for business needs.

Inventory Processing

• Accurately count in/ receive new inventory.
• Assist with pricing, organization, and stocking.
• Maintain and communicate supply inventory needs to Management.
• Participate in inventory cycle counts.

Sales Promotion & Cross-Functional Initiatives

• Participate in various marketing events as needed.
  • Assists in Marketing related functions and activities as necessary
  • Event setup/ special projects as required

Other Job Duties -

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications -

• Must have availability to work -
  1. Average 20-28 hrs./ week unless otherwise needed or agreed upon.
  2. Occasional extended hours/ nights or weekends and special projects or events may be necessary.
  3. Schedules are subject to change according to business need.
• Adhere to brand standards in product discussion with guests and to tour and tasting procedures per policy or as directed by a Supervisor or Lead Host.
• Complete STAR training and follow responsibility practices without exception.
• Positive, trustworthy, genuine character with excellent reputation.
• Displays outstanding organizational, interpersonal and (verbal/written) communication skills.
• Highly organized; handle multiple projects simultaneously.
• Strong communication and interpersonal skills.
• Self- starter with team-oriented work directive.
• Excellent attendance and punctuality.
• Pleasant, friendly, and courteous attitude.
• Well-kept physical appearance and hygiene.
• Excellent collaborator, builds teams, and strengthens relationships.

B. Required Education and Experience

• High school diploma or GED
• Must be at least 21 years old,
• Current college student in a business, marketing, hospitality, or related degree program,
• Computer and software proficiency including strong knowledge of MS Office (Excel, Word, PowerPoint, Access). Ability to adapt to POS, reservation software and inventory management system,
• Successful completion of background check and drug screens,
• Clean driving record and active driver’s license,