Guest Experience Supervisor
Job Type: Permanent
Mission Hill Family Estate
West Kelowna, B.C.
The Guest Experience Supervisor, Mission Hill Family Estate plays a key leadership role in delivering exceptional winery and hospitality experiences while ensuring the smooth day-to-day operation of the estate’s guest experience programs. This role is responsible for overseeing daily service execution, supporting frontline team performance, maintaining operational excellence, and ensuring every guest interaction reflects Mission Hill’s commitment to premium hospitality, wine, and culinary experiences. The Guest Experience Supervisor serves as a hands-on leader who provides direction, coaching, and support while balancing guest service, team development, sales objectives, operational efficiency, and compliance requirements.
- Lead the day-to-day operation of the Guest Experience team, ensuring winery experiences are delivered seamlessly and consistently, even in the absence of direct managerial oversight.
- Maintain a strong floor presence, supporting team members, monitoring service execution, and ensuring guests receive memorable, elevated experiences.
- Conduct daily pre-shift meetings, communicate operational priorities, assign team responsibilities, and coordinate staffing plans, breaks, and experience assignments.
- Manage guest experience logistics through reservation and hospitality systems, including assigning tastings, coordinating guest requests, supporting VIP experiences, and maintaining service standards throughout the estate.
- Support sales performance by promoting wine club memberships, championing winery sales initiatives, and coaching team members on effective guest engagement and sales strategies.
- Partner closely with Culinary, Guest Services, Retail, and Estate teams to coordinate food and wine experiences, operational updates, member experiences, and guest requests.
- Oversee boutique presentation, visual merchandising, wine placement, menu updates, and inventory readiness to ensure the estate is guest-ready at all times.
- Support operational processes including inventory counts, wine sample management, shipping activities, cash reconciliation, deposits, and daily administrative requirements.
- Lead guest recovery efforts by resolving concerns professionally, creating positive outcomes, and maintaining Mission Hill’s service reputation.
- Coach, mentor, and develop team members through training, onboarding, feedback, and day-to-day support, fostering a culture of accountability, growth, and exceptional service.
- Ensure compliance with liquor regulations, responsible service requirements, and company operating procedures while maintaining a safe and welcoming environment.
- 2–5 years of experience in hospitality, tourism, luxury retail, winery operations, guest experience, or a related customer-facing environment.
- Experience leading, coaching, and supporting frontline teams in a fast-paced operational setting.
- Strong organizational and planning skills with the ability to manage multiple priorities, changing business needs, guest requests, and operational deadlines.
- Confidence using reservation and hospitality systems such as Tock, Commerce7, and other guest experience platforms.
- A strong guest-first mindset and passion for creating memorable, personalized experiences.
- Experience supporting sales goals, merchandising initiatives, inventory processes, cash handling, and operational reporting.
- Excellent communication, problem-solving, and relationship-building skills.
- Ability to remain calm, professional, and solutions-oriented while balancing guest expectations and operational priorities.
- Serving It Right certification, or the ability to obtain and maintain certification.
- Be part of one of Canada’s most celebrated winery estates, known for exceptional wine, hospitality, culinary excellence, and unforgettable guest experiences.
- Work in a dynamic and highly collaborative environment alongside talented teams across Culinary, Events, Retail, Wine Club, and Estate Operations.
- Develop your leadership capabilities while helping shape world-class guest experiences.
- Build meaningful relationships with guests, members, and colleagues in a premium hospitality setting.
- Contribute directly to the continued success and reputation of Mission Hill Family Estate as a leader in luxury wine tourism.
This is an on-site position based at Mission Hill Family Estate in West Kelowna, British Columbia. The role requires regular floor presence and flexibility to work weekends, evenings, holidays, and special events. The position involves working in a fast-paced hospitality environment with extended periods of standing, walking, and moving throughout indoor and outdoor estate spaces.
What We Offer:
- Comprehensive paid training and access to extensive wine education
- Competitive wages $25/hour (pay is determined by job-related knowledge, skills, experience and education)
- Discounts at Home Block Restaurant, Events, and at our Boutique on gifts and wine
- Free tastings for you and your guests
- Discounts on tours and Sommelier Experiences
At Mission Hill,, we exist to Unearth the Extraordinary:
Our Purpose is not just a statement; it is a call to action that binds us together and ignites our passion for making a difference. It is the driving force behind why we do what we do every single day, connecting our global organization across all business units, roles, and locations. We are:
Best in Our Craft
We set the standard with a pursuit of excellence that can be found in everything from our products and processes to our plants and people.
Ambitiously Curious
We stay curious, dreaming big and navigating the unknown with an enduring belief in better.
Made With Humility
We bring humility, authenticity, fun, and support to every collaboration and celebrate wins as a team.
Daringly Disruptive
We disrupt the status quo, moving fast to seize opportunities and acting scrappy to stay ahead of industry giants.
