Summary
Overview
Work History
Education
Skills
References
Timeline
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Andrea Jackson

Napa,California

Summary

Accomplished sales and hospitality leader with a proven ability to enhance guest experiences and achieve a remarkable 30% increase in sales. Expert in strategic sales management and employee development, demonstrating a strong track record of leading diverse teams toward brand excellence and operational efficiency. Leadership consistently drives profitability and fosters innovation in luxury wine service.

Overview

15
15
years of professional experience

Work History

Director of Hospitality & Education

Heitz Cellar
St Helena, CA
05.2023 - Current
  • Achieved business priorities including guest experience and profit generation through effective management.
  • Guaranteed adherence to Heitz Cellar hospitality standards, aligning with Forbes Five Star criteria.
  • Oversaw financial performance through budgeting, profitability tracking, and sales target achievement.
  • Recruited, managed, and developed a team of 13 individuals, conducting bi-annual reviews and setting goals.
  • Spearheaded design and implementation of outbound sales program.
  • Designed enterprise-level training framework in partnership with estate directors for enhancing wine service and sales.
  • Revamped team structure, reservation processes, and SOPs to enhance guest satisfaction and efficiency.
  • Designed and executed compensation models to align with strategic goals.
  • Designed and implemented a calendar of seasonal experiences, tasting menus, and product promotions in collaboration with Director of Membership.
  • Curated, planned, and executed events tailored for private and corporate clients.
  • Managed daily maintenance operations across hospitality facilities.
  • Actively represented Heitz Cellar during offsite engagements.
  • Monitored adherence to compliance standards and inventory protocols.

Visitor Center Manager

Mumm Napa
Napa Valley, CA
09.2019 - 04.2023
  • Achieved 100% increase in per person sales and club conversion rate.
  • Defined role expectations and implemented succession strategies for team restructuring.
  • Directed initiatives to enhance guest experience, brand storytelling, and consumer acquisition.
  • Directed a team of 25 to 35 to deliver experiences for 125,000 annual visitors, including consumers, club members, and VIP/trade guests.
  • Partnered with managers to design tasting menus, promotional materials, and point of sale items.
  • Maintained exceptional service quality and operational efficiency in a high-traffic environment.
  • Evaluated budgets, analyzed targets and year-over-year performance, and identified spending variances.
  • Used historical and current business data to determine key buying trends and items.
  • Led seasonal merchandise planning, aligning inventory with consumer buying patterns and seasonal trends.
  • Developed direct reports through targeted goal setting and continuous performance evaluations.
  • Guaranteed compliance with requirements for visitor center activities under county and health guidelines.
  • Participated in networking events with other centers or representatives from corporate headquarters.
  • Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
  • Facilitated team meetings, fostering communication and collaborative problem-solving.
  • Fostered an inclusive environment, promoting diversity and employee well-being.

Tasting Room Manager

Turnbull Wine Cellars
Napa Valley, CA
06.2018 - 09.2019
  • Coached and developed team achieving 30% year-to-date growth.
  • Created strategic budget plans aligned with business objectives.
  • Analyzed CRM, POS, and reservation systems for optimized business operations.
  • Onboarded and developed talent within the team.
  • Established standards of conduct and performance metrics to increase success rates.
  • Partnered with marketing team to define brand identity by improving programs spanning tasting room experiences, websites and print materials.

Event and Client Coordinator

Staglin Family Vineyard
Napa Valley, CA
11.2016 - 06.2018
  • Sold, scheduled, curated and executed onsite events for corporate and private clients
  • Organized and directed offsite events for vintners, clients, and trade partners.
  • Drafted proposals for prospective customers outlining services offered by the company.
  • Maintained detailed records of client interactions and transactions.
  • Managed event service teams handling guest counts from 5 to 150.
  • Demonstrated exceptional hospitality when hosting vineyard clients to cultivate enduring connections.
  • Worked with a team of 3 to develop strategies for achieving challenging yearly sales targets.

Assistant Visitor Center Manager

Domaine Carneros Winery
Napa Valley, CA
05.2015 - 11.2016
  • Led efforts in a high-volume setting focused on enhancing customer experiences and attaining sales objectives.
  • Oversee development efforts to establish new tour offerings and enriched tasting experiences.
  • Documented operational procedures and created a training program for POS systems.
  • Oversaw team-building efforts to enhance performance and engagement among cashiers and tour guides.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Motivated and led team members to work together to achieve targets.

Guest Services Manager

Conn Creek Winery
Napa Valley, CA
04.2010 - 05.2015
  • Enhanced tasting room experiences, redesigned wine club, and optimized website.
  • Programmed communications with members and employees regarding wine club initiatives.
  • Enhanced overall DTC operational function through strategic budgeting.
  • Conducted training sessions to align staff performance with organizational goals and quality benchmarks.
  • Facilitated creation of an engaging and high-performing team culture.
  • Consistently met and surpassed sales goals using creative approaches to identifying and nurturing business opportunities.
  • Created innovative retail products ranging from custom-branded items to specialized wine accessories.
  • Evaluated existing processes for efficiency and accuracy; identified opportunities for process optimization.
  • Analyzed customer feedback to identify areas for improvement in services offered.

Education

B.A. - Social Science & Linguistics

University of Calgary

Skills

  • Sales Growth Strategy
  • Strategic Sales Oversight
  • Guest Experience Management
  • Brand Ambassadorship
  • Employee Development Skills
  • Cost Management
  • Financial Resource Management
  • Workplace Facility Oversight
  • Health and Safety Standards Management
  • Diversity Sensitivity

References

References available upon request.

Timeline

Director of Hospitality & Education

Heitz Cellar
05.2023 - Current

Visitor Center Manager

Mumm Napa
09.2019 - 04.2023

Tasting Room Manager

Turnbull Wine Cellars
06.2018 - 09.2019

Event and Client Coordinator

Staglin Family Vineyard
11.2016 - 06.2018

Assistant Visitor Center Manager

Domaine Carneros Winery
05.2015 - 11.2016

Guest Services Manager

Conn Creek Winery
04.2010 - 05.2015

B.A. - Social Science & Linguistics

University of Calgary

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