Customer Experience & Events Service Manager
About The Position
The Manager, Guest Experience & Events is responsible for the day-to-day operation, performance, and revenue success of Westland Distillery’s on-site guest-facing business. This includes the Tasting Room, distillery tours, private and corporate events hosted within the building, and Westland Business Unit direct-to-consumer (DTC) order fulfillment. This is a hands-on management role focused on people leadership, executional excellence, and achieving revenue targets for the on-site business. The role ensures a consistently high-quality guest experience while maintaining operational discipline, compliance, and financial accountability.
Requirements
- Bachelor’s Degree or equivalent experience
- 2–4+ years experience in hospitality, tasting room, visitor center, or guest services
- 1–2 years experience managing people
- Experience working in a guest-facing, revenue-generating environment
- Proficiency with POS systems (Shopify preferred)
- Strong organizational, communication, and problem-solving skills
- Ability to lift up to 40 lbs
- Ability to work weekends and some evenings
Nice To Haves
- Prior distillery, winery, or brewery experience
- Washington State MAST Permit
- Experience supporting private or corporate events
- Experience with Shopify POS and DTC fulfillment
- Interest in spirits, hospitality, and guest education
Responsibilities
- Oversee daily operations of the Tasting Room, tours, and on-site guest programs
- Ensure a consistently high standard of hospitality, education, and service aligned with the Westland brand
- Manage operating hours, staff scheduling, and day-to-day problem solving
- Execute whiskey release days and special tasting room activations
- Own revenue targets for the Tasting Room and on-site guest experience business
- Track performance against goals and communicate results to leadership
- Identify opportunities to improve guest conversion, retail sales, and event performance
- Oversee the execution of private and corporate events hosted at the distillery
- Coordinate event logistics including space setup, staffing, guest flow, and on-site execution
- Partner with internal stakeholders on event planning and client communication
- Ensure events deliver a strong guest experience and meet revenue and operational goals
- Directly manage a team of 3–4 Tasting Room Associates / Event Coordinator
- Hire, onboard, train, schedule, and coach team members
- Provide regular feedback, performance management, and development support
- Foster a professional, welcoming, and accountable team culture
- Oversee Washington State DTC order fulfillment, including pick, pack, and ship
- Ensure accuracy, timeliness, and compliance in DTC operations
- Coordinate with Finance and Operations on inventory counts and reporting
- Support backend updates related to tasting room retail and product availability
- Train team members on whiskey knowledge, service standards, POS systems, and compliance
- Ensure compliance with Washington State LCB regulations and internal policies
- Maintain safe, clean, and organized guest-facing areas
- Support in-house safety practices related to hospitality operations
- Communicate regularly with leadership on performance, staffing, and operational needs
- Partner with Marketing on in-house promotions and guest communications
- Support internal meetings, brand visits, and hosted experiences at the distillery
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What This Job Offers
Job Type
Full-time
Career Level
Manager
