Visitor Experience Associate

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.

The Visitor Experience Associate - Gift Shop and Merchandising , is a Core Team Member within the Visitor Center at Buffalo Trace Distillery. They will assist management with identifying & executing daily gift shop operations duties; fulfilling staff work attire orders; creating gift sets; fulfilling donation and gift requests. They are an integral part of improvements to the overall visitor experience; model excellent customer service at all times; take the lead on servicing internal and external VIPs.

• Coordinate with the Visitor Experience Team Leaders & Management on the implementation of assigned tasks for the Retail & Merchandising team. Evaluate priorities and make suggestions for developing new tasks that will increase the efficiency of the Retail & Merchandising team.
• 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. Model management’s 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. Work closely with VIP (internal/external) guests to develop raving fans.
• Innovate ways to increase per person spend through merchandising and creative upselling in the Gift Shop. Engage visitors and create an environment that is welcoming. Ensure the Gift Shop is tidy and visually appealing.
• Assist management with training and communication to Gift Shop Associates regarding their duties and Distillery updates. Take a leading role in Gift Shop cleanlieness, organization of floor and storage, inventory, and invoice processing. Alert management when inventory requires reordering and assist with eye-catching displays.
• Develop a working knowledge of all tour routes and basic content to assist visitors. Provide Tasting Room support as bar back and offer "Tasting Only" experiences as needed. Coordinate with Tasting Team staff to ensure they have the appropriate supplies, both alcohol and non-alcohol. Maintain accurate inventory of merchandise utilized in the Tasting Room.
• Input all guest comment cards in a timely fashion to allow for as close to real-time input on visitor experiences as possible. Ensure that Happy Birthday cards are sent out each month.

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