Part-Time Hospitality Ambassador - Highland at the S&W Market

Summary

The Hospitality Ambassador is a front of house role responsible to deliver exceptional guest service at Highland Brewing’s sole outpost at the S&W Market in Downtown Asheville. The S&W Market is Asheville’s first food hall and features five independently operated food kiosks along with two bars operated by Highland Brewing. The Hospitality Ambassador will work with other Ambassadors and Managers in a service-oriented team to deliver a memorable and hospitable daily service.

Ambassadors must show mastery and enthusiasm for all elements of Highland’s front of house guest experience which includes duties comparable to a host, server, busser, bartender, and retail associate.

FLSA Status: Part-time Hourly
Reports to: General Manager - Highland at the S&W Market
Location: Downtown Asheville, NC

Essential Job Functions

● Proactively contribute to the growth and development of Highland’s guest experience by welcoming all visitors in a friendly, hospitable manner and guiding guests through Highland’s array of local craft beer in accordance with brand standards
● Maintain a working knowledge of draft beer service equipment to facilitate pouring beer, creating beer flights, filling crowlers, changing kegs, cleaning draft lines, and stocking coolers
● Service and sales of non-Highland beverages including wine, cider, and non-alcoholic selections
● Service and sales in Highland’s retail store which includes wearables, gifts, and packaged beer
● Identify and execute upsell opportunities at the point of sale and/or encourage guests to take Highland products home including packaged beer or merchandise
● Anticipate guest needs proactively and conscientiously in a dynamic environment which may include moving seating arrangements, clearing and cleaning tables, serving guests at tables, directing guests to other parts of the market, assisting with merchandise and packaged beer
● Work with Assistant Managers to monitor guest relations which may include entertaining special guests, offering complementary products, conflict resolution, enforcement of ABC laws and regulations, proper reporting of guest incidents, and other guest needs as required
● Demonstrate Highland’s service standards to maintain a positive, collaborative work environment
● Maintain the appearance of Highland’s venues before, during, and after service which includes cleaning glassware and tables, trash removal, stocking supplies, and restroom cleaning
● Show mastery in POS software and retail operating systems
● Performing campus tours for guests and vendors as necessary
● Understand and adhere to North Carolina alcohol laws and permits specific to Highland
● Maintain knowledge of the Highland brand story, beer styles, campus amenities, family history to educate and communicate our mission and vision to guests
● Must be self-motivated with a calm demeanor under pressure
● Perform other duties as needed and assigned

HOURS

This position is part-time, up to 30 hours per week. Weekly schedule is non-standard and dictated by public open hours and service needs. Public open hours vary by season but are daily and most holidays. Ability and willingness to work nights and weekends is required.

Qualifications

Education:
• High school diploma or equivalent required. Bachelor’s degree in Hospitality or Communications is a plus.
• Must be at least 21 years of age in accordance with NCABC laws
Experience:
• One year of experience as a host, server, bartender, or tour guide in the hospitality field preferred but enthusiasm for craft beer and delivering an incredible guest experience is a must
• Experience working in hospitality under North Carolina COVID requirements preferred
Specific Knowledge, Skills, and Abilities:
• Strong work ethic and ability to take initiative in delivering exceptional guest service with pride
• Pleasant yet assertive personality with the ability to work with all types of people
• Maintain a positive attitude and contribute to a positive, collaborative work environment
• Open-minded and flexible with the ability to adapt quickly with new skills and procedures
• Strong interpersonal communication and leadership with a keen attention to detail
• Excellent time management and verbal/written communication skills a must
• Must have reliable transportation and a valid driver’s license
• Proficiency in Microsoft Office 365 applications including Teams
• Cicerone Server certification required within one year of employment
• Forklift driver certification required within one year of employment
Working Conditions:
As this position is working in hospitality, the physical demands of this role include, but are not limited to:
• Standing for long periods of time
• Bending, twisting, reaching overhead, lifting up to 30lbs frequently & up to 50lbs occasionally
• Working with cleaning chemicals
• Working in both indoor and outdoor service areas with inclement weather at times