Heaven Hill Brands

This is an onsite position at our Philadelphia Distilling location in Philadelphia, PA.

What the Role Is

The Philadelphia Distilling Front of House (FOH) Manager is a key and lead staff member, responsible for identifying business opportunities, defining long term strategic goals, developing & executing business plans that include marketing brand strategies, maintaining extensive knowledge of strategic industry trends, and achieving revenue goals. This position will be responsible for the overall management of the Philadelphia Distilling Tasting Room & Retail and King of Prussia Retail Store. The Manager will lead the day-to-day operations of the bar and restaurant, ensuring a premium guest experience that reflects the spirit and heritage of our brand. This role will manage and train FOH staff, oversee service standards, quality, coordinate with the kitchen and distillery teams, and ensure the venue delivers exceptional service aligned with brand values.

How You Will Spend Your Time?

• Lead the Front of House team in delivering exceptional customer service with genuine hospitality.
• Create a strong culture amongst the Front of House team which is consistent with the values of Heaven Hill’s Spirited Commitment.
• Be a visible, engaging presence on the floor, addressing guest and employee needs, resolving issues, and enhancing experiences. This includes both tasting room and retail operations
• Work collaboratively with Brand Team to align with brand team strategies and increase brand awareness and loyalty
• Oversees the visitor center programs, developing innovative Guest Experiences that are true to the Bluecoat Gin brand, ensuring the experience is memorable for each guest.
• Schedule, communicate, supervise, and manage daily Front of House shifts, ensuring optimal staffing levels and excellent customer service.
• Develop an annual plan, with assistance from Heaven Hill Finance & Philadelphia Leadership, that will coincide with annual brand planning timelines and establish profit goals and marketing & event plans
• Manage FOH budgets including labor costs, inventory controls, and operating supplies, etc.
• Manage direct reports and provide operational management to all Front of House staff
• Recruit, train, and mentor FOH staff including hosts, servers, bartenders, and floor supervisors. Ensure FOH team has appropriate education on the gin-making process, product attributes, and brand storytelling.
• Prepare reports for the leadership team regarding front of house KPI activity and performance
• Collect and evaluate consumer feedback to program offerings and visitor experience to ensure timely adjustment of marketing strategy and plans to meet changing market and competitive conditions
• Ensures compliance with all applicable laws and regulations regarding recruiting, hiring, quality, environmental and safety regulatory considerations including alcohol compliance with PLCB.
• Ensure POS systems, tip reporting, cash handling, and reservation platforms are used accurately.
• Communicate tip matrix to appropriate team members accurately and in a timely fashion
• Inventory management and accountability
• Oversees the purchasing and merchandising of profitable soft goods, consistent with brand essence.
• Oversee promotion and selling facility for special events including weddings as well as a meeting location to associations and organizations
• Foster a positive, motivated team culture with high morale and strong communication in line with the Spirited Commitment.
• Collaborate with bar staff to develop and refine cocktail menus showcasing house products.
• Assist with distillery tours, tastings, and special events as needed.
• Work a schedule consistent with FOH operating hours to ensure connection with team and to observe, understand and improve the customer experience

Who You Are…

• Bachelor’s degree in Sales, Marketing, Public Relations, Travel and Tourism, Hospitality or related field
• Minimum 5 years’ experience in hospitality, brand marketing, or operation of a visitor center or tourist attraction with strategic management experience and proven revenue generation
• Minimum of 2 years' direct supervisory experience of non-exempt and exempt employees
• Ability to develop and display passionate brand advocacy and learn in-depth brand information.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
• Knowledge of principles and methods for showing, promoting, and selling products or services.
• Experience managing budget and labor.
• Strong ability to communicate with people both inside and outside the organization, representing the organization & brand in positivity and embracing collaboration
• Strong leadership capabilities, self-motivation, and an outstanding ability to sell
• Analytical skills, in particular gathering data from a wide variety of sources, and presenting it in formats suitable for a wide variety of audiences
• Excellent verbal and written communication skills with proven ability to effectively present information to senior management, public groups, etc.
• Experience responding promptly and appropriately to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Superb work ethic and a positive “can-do” attitude. Never be afraid of rolling up your sleeves and stepping outside of your comfort zone.
• Experience in event planning and contract negotiation.
• Strong attention to detail
• Required to work nights and weekends, including all operating hours of the bar

Valued but not Required Skills and Experience:

• Advanced computer skills including Microsoft Word, Excel, PowerPoint, Outlook, Restaurant Manager POS System.
• Experience in a distilled spirits industry visitor center/gift shop

Physical Requirements

While performing duties of job, employee is occasionally required to stand; walk; use hands and fingers to handle, or feel objects, and use of computer; reach with hands and arms. Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Benefits

• Paid Vacation
• 11 Paid Holidays
• Health, Dental & Vision eligibility from day one
• FSA/HSA
• 401K match
• EAP
• Maternity/Paternity Leave

Heaven Hill and its affiliates are committed to fostering a diverse workforce as an Equal Employment Opportunity company. We invite applications from candidates of all backgrounds, without regard to race, religion, color, sex, sexual orientation, natural origin, gender identity or expression, age, disability, veteran status or any other legally protected characteristic.