Guest service

An industry leader, The Wine Group is one of the world's foremost producers of award-winning wines across more than 60 wine brands and many winery facilities in California, New York, and Australia.

Headquartered in Livermore, California, TWG is an industry innovator when it comes to developing, marketing, and selling wine brands beloved by consumers around the world, including Cupcake, Franzia, Benziger, Imagery, Tribute, 7 Deadly, Cooper & Thief, The Dreaming Tree, Charles Smith Wines, and more.

The Wine Group believes in producing wine using sustainable and earth-friendly practices to foster healthy land and agriculture for generations to come.

The company demonstrates environmental stewardship through its commitment to clean energy and by ensuring that all its owned vineyards are certified sustainable or biodynamic.

To learn more, please visit : www.thewinegroup.com.

JOB SUMMARY

Reporting to the Sr. Hospitality and Events Manager, the part time Guest Services position is responsible for providing exceptional hospitality and memorable guest experiences by welcoming and directing guests, introducing winery offerings to include tastings and visitation policies, taking, and fulfilling reservations, and guiding guests to / from experiences.

Excellent communication, customer service skills and a positive attitude are critical in this highly visible position.

ESSENTIAL FUNCTIONS

• Primary point of contact for all guest interactions to include greeting in-person or via telephone, responding to inquiries, executing daily reservations, and processing ticket sales to ensure the best guest experience possible.
• Screen and respond to email and phone calls related to Guest Services, including but not limited to making reservations, answering general questions, coordinating wine order pickups, relaying company policies, etc.
• Ensure that all guests feel welcome and are given responsive, friendly, and courteous service.
• Work collaboratively with Hospitality and Events and Tasting Room teams to organize and manage reservations for the daily customer experience.
• Utilize Hospitality calendar and internal cross-functional contact list to provide timely customer service.
• Ability to multi-task to efficiently and effectively open and close Guest Services; processing reservations, answering voice messages, deposits, organizing information and preparing for the next day's business.
• Utilize POS and reservation systems to manage high volume tour and elevated experience transactions. Possess a high level of integrity for performing sales transactions.
• Collaborate with Guest Services team members to adhere to reservation policies with assistance from the Sr. Hospitality and Events Manager and Tasting Room Managers.
• Create and build on guest experiences through upsell tasting and tour experiences.
• Assist with data entry within Hospitality systems such as Tripleseat, Red Chrip, eCellar etc.
• Maintain a professional and welcoming office environment and perform office support functions : filing, copying, mailing, supply orders, etc.

OTHER FUNCTIONS

• Follow safety policies and procedures for department as well as winery safety protocols.
• Proactively identify opportunities / challenges and with a focus on process improvement to create efficiencies and enhance the guest experience.
• Suggests methods to improve operations, efficiencies, and service levels to customers.
• Maintain a professional appearance, while adhering to dress code.
• Uses excellent organization skills to manage workflows and balance shifting priorities.
• Excellent analytical and problem-solving skills.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job.

Duties, responsibilities, and activities may change at any time with or without notice.

QUALIFICATIONS

• Must be at least 21 years of age and have a valid driver's license.
• High school diploma or equivalent required.
• Two years' experience in a premium winery tasting room, hospitality setting and / or retail sales position preferred.
• Must be available to work weekends and holidays.
• Computer proficiency : Microsoft Office Suite and the ability to learn POS and reservation systems.
• Superior customer service skills and service driven approach.
• Strong attention to detail, excellent communication, organizational and interpersonal skills.
• Contribute as a team player, working with other associates to reach monthly and daily sales goals.
• Always maintain a professional appearance representative of the winery.
• Demonstrated ability to multi-task, follow-up, and work in a fast-paced environment with shifting priorities.
• Pro-active and thorough in completing tasks and pursuing new assignments.
• Ability to work independently with minimal direct supervision.
• Demonstrated reliability, punctuality, and adherence to all safety regulations and operating procedures.

PHYSICAL DEMANDS

Ability to perform tasks requiring bending, standing, and twisting in an office environment.

COMPENSATION

• Hourly Pay Range Posted : $16.49 - $24.76 / hr.
• Actual compensation will be based on factors such as experience; skills, knowledge, and abilities; education; and other position related factors.

At The Wine Group, we are proud to be an equal opportunity employer and we are committed to an environment of mutual respect, diversity, and inclusion.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or other characteristic protected by law.

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Other details

• Job Family Hospitality
• Job Function Hospitality
• Pay Type Hourly
• Min Hiring Rate $16.49
• Max Hiring Rate $24.76
• Required Education High School

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• The Wine Group, 1883 London Ranch Rd., Glen Ellen, California, United States of America

Last updated : 2024-05-15