About This Role
This concierge role is centered on providing a world-class customer experience at a winery, handling reservations, and assisting guests with their visit. It suits a service-driven, enthusiastic individual with excellent communication skills and a keen attention to detail.
Responsibilities
- Provide exceptional customer service and hospitality with a courteous and welcoming greeting to each guest
- Offer a thorough explanation and recommendation of all guest experiences, encouraging upgrades to private seated experiences
- Capture walk-in customer contact information by entering it accurately into the reservation system
- Book reservations for sister properties and upsell experiences and offerings during the reservation and confirmation process
- Be the primary point of contact for all incoming reservation calls and email requests, responding to all inquiries in a timely, thorough, and professional manner
- Confirm all reservations by phone prior to the day of visitation
- Use table management software efficiently and effectively: strategically seat guests to utilize tasting room space, update table status in preparation of incoming reservations, and ensure wait times are kept to a minimum
- Maintain and organize a wait list, notifying guests when tables are available using the reservation system
- Work collaboratively with the Tasting Room Manager to organize and manage the customer experience
- Assist with tasting room tasks such as pouring, greeting the public, and basic assistance during peak volume times as needed
- Complete outreach projects as assigned by management
Requirements
- Positive attitude, service-driven, and enthusiasm for providing a world-class customer experience, under stress, and in a fast-paced environment
- Warm and highly polished communication skills (verbal and written), both internally and externally
- Dependable self-starter with a keen attention to detail
- Internally driven and motivated; ambitious and hard-working
- Outgoing, enthusiastic, and team-oriented
- Always thinking a step ahead
- Superior knowledge of the winery's wines and experience offerings for the winery and the surrounding area
- Proficient in Microsoft Outlook, Word, Excel, CRM, and Internet research
- Must be available to work weekends, some holidays, and some evenings
- Ability to lift up to 50lbs
Nice to have:
- Proficiency in Tock and E-Winery applications
- Wine knowledgeable and strong sales acumen
Important Details
- Cross-training opportunities at Rutherford Hill Winery