Hospitality Experience Manager

An iconic South African wine brand with a strong international reputation, based in the picturesque Franschhoek Valley, is seeking an exceptional Hospitality Experience Manager to join its team. This is an exciting opportunity for a passionate hospitality professional who understands that true luxury lies in the details. If you thrive in a premium wine and hospitality environment, take pride in creating memorable guest experiences, and lead with excellence, respect and integrity, we would love to hear from you. THE OPPORTUNITY The Hospitality Experience Manager will be responsible for the overall day-to-day management of the estates hospitality offering, encompassing the restaurant, tasting centre and kitchen. The successful candidate will lead a dedicated team while ensuring consistently high standards of service, quality, operational efficiency and guest engagement. Reporting directly to the Global Sales and Marketing Manager ; the successful candidate will play an important role in developing and delivering an exceptional hospitality experience aligned with the brands premium positioning. KEY RESPONSIBILITIES Oversee the day-to-day operations of the restaurant, tasting centre and kitchen, ensuring a seamless and consistent guest experience across the hospitality department. Lead; schedule, support and evaluate the hospitality team, including front-of-house, tasting room and kitchen employees. Recruit; train, coach and develop employees in line with company standards. Maintain exceptional standards of service, food quality, wine presentation, cleanliness and overall facility presentation. Ensure effective communication and coordination between the restaurant, tasting centre, kitchen and relevant internal departments. Manage reservations, guest flow and daily operational requirements to ensure efficient service delivery. Build strong relationships with guests and handle enquiries, feedback and complaints professionally and timeously. Manage stock levels, purchasing and supplier relationships for food, beverages, operating supplies and equipment. Monitor stock controls, wastage, breakages and cost of sales, implementing corrective action where required. Assist with the development of menus, tastings, guest experiences, pricing and seasonal offerings in collaboration with relevant teams. Prepare and manage the hospitality budget, monitor expenditure and contribute to the achievement of revenue and profitability targets. Ensure compliance with food safety, hygiene, health and safety, liquor licence and all other applicable statutory requirements. Maintain accurate operational, financial, staff and compliance records and prepare management reports. Support hospitality events, special functions, trade visits and VIP experiences as required. Collaborate with the Sales and Marketing team to promote the hospitality offering and ensure alignment with the brand. SKILLS & EXPERTISE Strong understanding of restaurant, tasting room and kitchen operations. Excellent organisational, leadership and people-management skills. A hands-on management style and the ability to work effectively within a small, high-performing team. Exceptional guest-relations, communication and conflict-resolution skills. Strong commercial awareness, including budgeting, stock control and cost management. High attention to detail and an unwavering commitment to service and quality standards. Ability to prioritise, solve problems and remain calm and effective in a fast-paced hospitality environment. Proficiency in point-of-sale and reservation systems; Pilot experience would be advantageous. Strong computer literacy, including Microsoft Office. KNOWLEDGE & EXPERIENCE Relevant tertiary qualification in Hospitality Management, Food & Beverage Management or a related field. Minimum 5 years hospitality experience ; including experience in a supervisory or management role. Practical experience overseeing restaurant or food-and-beverage operations, including kitchen coordination. Experience within a wine estate, tasting room or premium hospitality environment would be advantageous. Good local and international wine knowledge would be advantageous. Working knowledge of food safety, health and safety and liquor legislation. Valid drivers licence and own reliable transport. We are looking for a confident and passionate hospitality leader who combines operational excellence with genuine warmth and exceptional guest service . You will be commercially astute, detail-oriented and comfortable being hands-on, while also inspiring and developing your team. Most importantly, you will share a commitment to excellence; respect and integrity ; and have a natural appreciation for the standards expected of a premium wine and hospitality destination.