Position Summary

The Guest Experience Coordinator will support the Concierge Team with tasks including but not limited to club administration, customer service, order entry, and events. The ideal candidate will be detail oriented, passionate about providing excellent customer service, a strong team player, and excited about the wine industry. This role supports programs like wine clubs, experiences, and e-commerce sales.

This is a part-time role and candidates must be available to work a minimum of 3 days per week. Must be available to work weekends and some holidays.

At WFE, employee performance is measured through the results delivered, as well as your behavior. Your consistent demonstration of our WFE RISE Values (Respect, Integrity, Sustainability & Excellence) are an expectation of all members of our team.

Essential Functions

Customer Service

• Provides exceptional customer service to all guests
• Supports concierge service and assists guests with booking reservations, wine orders, and adding on to their experiences.
• Responsible for responding to guest inquires, account updates and cancellation requests.
• Supports guest phone calls, emails, and additional communication methods as they are enabled.
• Follow up with guests who have shipping exceptions to ensure delivery of wine orders.
• Wine Club Administration & Tasting Room Events
• Creates and maintains relationships with members to build loyalty and client engagement.
• Check database for missing or incorrect member information and contact member to acquire correct information. Wine Direct experience preferred but not required.
• Update club member information upon request.
• Process special orders and requests for Wine Club member quarterly shipments
• Work with Wine Club Coordinator to support Wine Club initiatives.
• Assists at club release events and other Wente events to support tasting room teams and engage with club members.

Industry & Digital Relations

• Supports on-property booking and planning of experiences and itineraries for identified industry, sales, and media guests as needed.
• Support social response and service through 3rd party digital properties and social media platforms (Facebook, Instagram, Yelp, OpenTable, Etc.)

Physical Demands/Qualifications

• Requires the ability to sit for potentially long periods of time throughout the workday.
• Manual dexterity
• Hearing sufficient to understand conversations, both in person and on the telephone

Non-Physical Demands/Qualifications

• 1-3 years of experience in retail or hospitality preferred.
• Able to work 40 hours per week and can include evenings and weekends for special events
• Passion and excellence with attention to detail and customer service
• Excitement and interest in the wine industry
• Strong Proficiency with Microsoft Outlook (managing multiple email accounts), Excel (pivot tables and filtering data sets), and Word
• Comfortable with learning new technology
• Professional demeanor with a positive, enthusiastic and a proactive “get in there” attitude
• Must be able to lift the equivalent of one case of wine / promotional materials.
• Ability to sit or stand for potentially long periods of time throughout the workday.
• Must be 21 or over and have valid driver’s license

Environmental Conditions

The environment within the office is clean, well lit and free from extremes of temperature.

Sustainability Values Statement

Supports environmental and economic sustainability by switching to electronic based methods of information distribution and form processing, while utilizing the double-sided print option for means of conserving paper and recycling. Also conserve lights and energy when not in use. Supports economic sustainability by staffing “slimly” in general. Staying conscious of overstaffing will help the company to stay cost-efficient.

Supports social sustainability by keeping respectful and courteous when working with vendors as well as internal and external customers