Job Description

Company:

Lakeview Wine Co., a division of Diamond Estates Wines & Spirits

Job Title:

Retail Supervisor

Job Location:

Niagara On The Lake, ON

Reports to:

Retail Manager

Position Type:

Permanent/Part time

About the role:

The Supervisor plays a key role in the day-to-day operations of the winery, ensuring that all aspects of service, cleanliness, staff coordination, and guest experience are executed to the highest standard. This role requires strong leadership, attention to detail, and a proactive approach to customer service and operational efficiency.

Function of the role:

Daily Responsibilities

Guest Experience:

Prioritize guest care by ensuring the team follows proper service flow. Encourage high levels of guest interaction.

Reservation Management:

Oversee timely greeting and preparation for incoming reservations.

Service Oversight:

Monitor service times, ensuring waters are dropped within 2 minutes and guests are served promptly.

Break Coordination:

Schedule and delegate team breaks appropriately.

Ongoing Mis en Place:

Re-check stock levels throughout the day, including wine, accessories and glassware.

Cleanliness & Presentation:

Ensure retail and service spaces remain clean and welcoming throughout the day.

Staff Morale & Communication:

Regularly check in with team, provide support, and maintain open lines of communication.

Task Management:

Create and assign to-do lists for downtime, keeping team productive or adjusting labour as needed.

Sales Responsibilities

Deliver an exceptional customer experience, ensuring every guest receives professional and knowledgeable service that drives repeat business and wine club memberships. Maintain deep product knowledge to confidently present and upsell wines, vintages, and special releases. Champion the wine club operations -- including membership growth, retention, and fulfillment -- through effective customer relationship management (CRM) practices. Analyze sales performance data, prepare regular reports, and identify opportunities to increase conversion rates and average transaction value. Collaborate with the Retail and Hospitality Manager to plan and execute sales promotions, tasting events, and seasonal campaigns that attract new customers and build brand loyalty. Train, coach, and supervise retail staff in sales techniques, customer engagement, and brand storytelling to foster a sales-focused culture. Ensure compliance with all liquor licensing, responsible service of alcohol (Smart Serve), and health and safety regulations.

Administrative & Operational Tasks

Submit and update gratuity reports in time for payroll. Monitor Guest Tracker and analyze daily metrics (average sale, labor costs). Complete bank deposits and ensure adequate change for the week. Update product SKUs and inventory in Vend; deactivate or write off items as needed. Conduct inventory spot checks and prepare wine orders. Respond to emails and interdepartmental requests promptly. Review overall supply needs and plan for replacements ahead of time.

Qualifications

Prior hospitality or retail supervisory experience preferred Strong organizational and time management skills Excellent interpersonal and communication abilities Comfortable using point-of-sale and inventory software (e.g., Vend) Ability to lead and motivate a team in a fast-paced environment Proactive and detail-oriented mindset

Requirements

Previous experience working as a supervisor Availability to work on weekends and holidays Smart Serve Certified Strong knowledge of wine, wine service, and guest education * Ability to lift 25kgs