GUEST RELATIONS ASSOC - On Call

Guest Relations upholds the HALL philosophy of quality, responsibility and exceptional customer service by working as part of a successful Visitor Center team. This role ensures a world class experience for winery guests by providing courteous service, accurate information and making appropriate recommendations to create a memorable experience for our guests.

Responsibilities

• Work closely with MOD to book public tours and maximize profitability while maintaining the highest standards of hospitality and customer service. Booking and charging tours appropriately as to ensure a smooth flow throughout the day.
• Inform visiting guests about variety of experiences available at the Visitor Center, and assisting them in making a choice that best suits their needs and desires.
• Ensure that reservations are accurately recorded at the reception desk, in person, by telephone, and through the Cellar Pass and Salesforce systems for all HALL public tour programs.
• Assist with inputting shipping orders, retrieving and properly recording wine pickups, ensuring attention to detail and accuracy.
• Promote and sell the wine club, assist Wine Educators with wine sales and cash handling, focus on data capture.
• Ability to work in multiple systems, and assist with customer service issues that may arise
• Work with manager on ensuring merchandise in all areas is properly stocked and displayed
• Maintain, update and expand knowledge of viticulture, enology and HALL by participating in related educational opportunities sponsored by the winery and outside sources.
• Solve our customers’ problems and delight them with your prompt and professional communication.
• Respond to customers in a friendly and efficient manner over the phone, email and live chat.
• Make reservations for customers in our five tasting rooms, and upgrade VIPs to our elevated experiences.

Guest Experiences

• Deliver an engaging experience that exceeds expectations and delights guests.
• Maintain a contagious enthusiasm and pride. Always speak positively about HALL.
• Welcome guests, explain our offerings, pour wines, and answer questions.

Innovation and Initiative

• Make recommendations for improvement and support the decision of leadership.
• Immediately own and resolve problems.
• Take initiative to complete tasks and projects.
• Handle additional responsibilities as required by management.

Minimum Requirements

• Must be at least 21 years old in order to serve alcohol.
• Previous experience in hospitality service preferably in a winery setting or restaurant.
• Must agree to participate in random drug testing as required. HALL maintains a drug-free work environment.
• Must be willing to go through background check.

Physical requirements:

Requires continuous standing and carrying 50 lbs.; occasional climbing, stooping, twisting and fine manipulation; intermittent bending.

Hours & days required:

Must be available to work a flexible schedule that includes nights and weekends.

Attendance requirements:

Excellent attendance is required with flexibility to work the hours as determined by business needs.

This position is eligible for commissions and gratuities and bonus.