Sommelier/Bar Manager of Hospitality Persona

Role of The Sommelier/Bar Manager

Job Title(s): Sommelier, Bar Manager, Beverage Director
Department: Food and Beverage
Reporting Structure: Reports to the General Manager or Food and Beverage Director
Responsibilities:

• Curating and managing the wine and beverage list, ensuring a diverse selection that complements the menu.
• Training and supervising bar staff on beverage preparation and service standards.
• Conducting wine tastings and training sessions for staff and guests.
• Managing inventory levels, ordering supplies, and maintaining relationships with suppliers.
• Overseeing the bar operations, including cocktail creation and presentation.
• Ensuring compliance with health and safety regulations and responsible alcohol service.

Key Performance Indicators:

• Revenue generated from beverage sales.
• Customer satisfaction ratings related to beverage service.
• Inventory turnover rates and cost control measures.
• Staff training completion and knowledge retention.
• Reduction in waste and spoilage of beverage products.

Additional Persona Notes: Manages beverage programs, including wine lists and cocktail menus. Needs tools for inventory tracking, supplier management, and pricing analytics.

Goals of A Sommelier/Bar Manager

Primary Goals:

• Enhance the beverage program to increase customer satisfaction and repeat business.
• Develop a diverse and high-quality wine and cocktail menu that caters to various customer preferences.
• Implement effective inventory management practices to minimize waste and optimize costs.

Secondary Goals:

• Build strong relationships with suppliers to ensure the best pricing and product availability.
• Provide training and development opportunities for staff to improve beverage knowledge and service.
• Increase the establishment’s visibility through unique beverage events and promotions.

Success Metrics:

• 15% increase in customer satisfaction scores related to beverage offerings.
• 25% growth in beverage sales year-over-year.
• Reduction in inventory waste by 20% through improved tracking and management.
• Establishment of at least 3 new supplier partnerships per year.
• 10% increase in staff beverage knowledge ratings from customer feedback.

Primary Challenges:

• Managing a diverse and extensive beverage inventory efficiently.
• Staying updated with current trends in wines and cocktails to meet customer expectations.
• Balancing cost control with high-quality offerings to maintain profitability.

Secondary Challenges:

• Training staff on wine and cocktail knowledge and service techniques.
• Building relationships with suppliers to ensure consistent quality and pricing.
• Implementing effective marketing strategies to promote beverage offerings.

Pain Points:

• Difficulty in tracking inventory accurately, leading to potential overstock or shortages.
• Time-consuming manual processes for pricing analytics and supplier management.
• Pressure to create unique and appealing beverage menus that stand out in a competitive market.

Primary Motivations:

• Creating exceptional guest experiences through curated beverage selections.
• Developing and showcasing a unique and diverse wine and cocktail menu.
• Building strong relationships with suppliers and producers for quality sourcing.

Secondary Motivations:

• Enhancing the establishment’s reputation through innovative beverage offerings.
• Staying updated on industry trends and expanding personal knowledge of wines and spirits.
• Fostering a collaborative and educational environment for staff training.

Drivers:

• Passion for wine and mixology, combined with a desire to share that knowledge with others.
• Commitment to sustainability and responsible sourcing in beverage programs.
• Desire to increase profitability through effective inventory management and pricing strategies.

Primary Objections:

• High costs associated with new beverage management software.
• Concerns about integrating new technology with existing systems.
• Fear of losing the personal touch in customer service due to automation.

Secondary Objections:

• Uncertainty about the effectiveness of new tools in enhancing customer experience.
• Resistance from staff regarding changes in workflow and processes.
• Concerns about the reliability of data provided by new inventory systems.

Concerns:

• Maintaining quality and consistency in beverage offerings.
• Ensuring compliance with alcohol regulations and licensing.
• Managing supplier relationships and securing favorable pricing.

Preferred Communication Channels:

• Email for official communications and supplier inquiries.
• Social media platforms like Instagram and LinkedIn for showcasing beverage programs and networking.
• In-person meetings for tastings and supplier negotiations.
• Text messaging for quick communication with staff during service hours.

Information Sources:

• Wine and spirits industry publications and blogs for trends and product knowledge.
• Online courses and webinars for professional development and certification.
• Trade shows and expos for exploring new products and networking with suppliers.
• Customer feedback and reviews to refine beverage offerings.

Influencers:

• Renowned sommeliers and mixologists for inspiration and industry insights.
• Industry associations and organizations that promote best practices.
• Wine critics and bloggers who shape consumer preferences.
• Local chefs and restaurateurs who collaborate on beverage pairings and programs.

Key Messages:

• Curate exceptional beverage experiences that elevate dining.
• Foster a passion for wine and cocktails through education and tasting events.
• Utilize data-driven insights for inventory management and pricing strategies.
• Build strong relationships with suppliers to ensure quality and variety.
• Promote sustainability through responsible sourcing and eco-friendly practices.

Tone:

• Passionate and enthusiastic.
• Knowledgeable and authoritative.
• Approachable and friendly.

Style:

• Informative and engaging.
• Visual and descriptive.
• Professional yet personable.

Online Sources:

• Wine Spectator
• Food & Wine Magazine
• Liquor.com
• Wine Enthusiast
• Bar & Restaurant

Offline Sources:

• Industry trade shows and expos
• Wine tastings and workshops
• Local and national sommelier associations meetings
• Networking events with beverage suppliers
• Books on wine and mixology

Industry Sources:

• Professional Sommeliers Association
• Hospitality and Beverage Management Conferences
• Wine and Spirits Wholesalers of America (WSWA)
• National Restaurant Association (NRA)
• Trade publications like The Beverage Journal