Position Purpose

Under general supervision, the Guest Services Associate provides exceptional customer service to guests, enhances company brands, and facilitates communication across departments and to guests.

Functional Responsibility

Essential Duties

• Ensures smooth operations of daily operations; including effective and appropriate communication, successfully managing traffic flow throughout the day, and overseeing that guest are being engaged and entertained
• Greets all guests promptly and warmly; assist guest with questions, check-in and provides excellent service
• Responsible for performing daily operational responsibilities, including opening and closing duties
• Answers all incoming calls and emails promptly and professionally, addressing all inquiries; escalates to manager if guest needs additional assistance
• Responsible for accurately processing transactions on register system
• Assists customers with amending orders and following through on all levels; i.e., working within internal database, using proper notes, alerting any departments that may be affected by changes, etc.
• Assists managers, teams, and guests during emergency responses
• Recommends property experiences, including dining, tastings, pool, and events to guests
• Proactively assists current members and sells new memberships
• Keeps up to date regarding local events and points of interest, communicating information appropriately to customers
• Keeps up to date with ABC regulation and adhering to established policies and procedures regarding the handling and service of alcoholic beverages
• Works on special projects, events, and experiences

*Other duties may be assigned

Non-Essential Duties

*Other duties may be assigned

Minimum Requirements

Education and Experience

• High school diploma or GED required
• 6 months related experience preferred
• Sales background desired

Certificates and Licenses

• TIPS certified or certification; must be obtained within 30 days of employment
• CA Food Handlers certification required; must be obtained within 30 days of employment

Knowledge, Skills, and Abilities

• Organized and detail oriented
• Ability to remain calm and customer focused, during times of high volume and traffic
• Knowledgeable of safety protocols and emergency protocols
• Ability to effectively communicate and provide exceptional customer service to diverse groups
• Meets changing priorities in the workplace with flexibility and enthusiasm
• Basic business math skills
• Maintains a professional appearance and demeanor
• Working knowledge of wine, wine industry and Sonoma County region
• Proficient in retail and reservation software and Microsoft Office Suite (Word, Outlook, Teams, PowerPoint, Excel)
• Ability to use multiple devices throughout role, including radios, computers, iPad's and phones
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

Working Conditions

• Required to drive automotive vehicle or equipment
• Indoor and outdoor environment with exposure to the elements/temperature variations
• Exposure to weather-related temperature & humidity extremes
• Shift Rotation
• Required to wear PPE (Personal Protective Equipment)
• Work in close quarters or confined spaces
• Occasionally may be required to lift and carry cases of wine
• Must be able to work evenings, weekends, and holidays as needed

Work Standards

• Acts in a manner reflective of the Company culture of High Moral Standards, Innovation and Continuous Evolution, Trust in Team, Continuous Improvement, and Sustainable Relationships
• Communicates, interacts, and works effectively with others; receptive to feedback and coaching; voices concerns in a constructive manner
• Demonstrates commitment to safety first; communicates safety concerns; promotes a safe work environment based on established safety standards and training
• Follows all Company policies and procedures

Additional Comments

Management retains the discretion to add to or change the duties of the position at any time.