Guest Services Concierge

The Hospitality Concierge serves as a primary point of contact for guests and members, delivering elevated service across reservations, customer service, and sales. This role manages inbound guest inquiries, coordinates winery reservations and experiences, and assists members with account management, order placement, and event ticket purchases. The Hospitality Concierge proactively resolves service issues—including shipping inquiries, returns, and refunds—while ensuring every interaction reflects the brand’s commitment to exceptional hospitality. This role welcomes and hosts guests onsite as needed, ensuring a seamless and memorable experience that reflects the winery’s standards of hospitality.

Essential Duties:

• The following reflects essential functions for this role but does not restrict the tasks that may be assigned.

Reservations

• Effectively communicate guest experiences and calendar visits adhering to estate policies and consumer expectations
• Accurately capture all guest data, reservation data and special requests/notes
• Manage online calendar based on inclement weather, special events, etc.
• Respond to all guest emails, voice mails and answer service messages promptly
• Accommodate local partners (hotel concierge, drivers, etc.) and accommodate all visit requests in a timely manner
• Closely work with visitor center management to accommodate VIP requests
• Optimize the business impact of trade visitation through the trade tracker and feedback form
• Closely work with visitor center management on reservation strategy to maximize visitation opportunities
• Partner with the visitor center management team to track dietary restrictions, special requests, LTV, etc. for member events
• Manage RSVPs and wait list for all member events
• Drive business revenue targets through the sell-out efficiency of the reservation blueprint and upselling elevated experience offerings

Hospitality

• Greet guests
• Utilize strategic selling skills to encourage sales and membership sign ups
• Acquire and share wine knowledge effectively and accurately to guests
• Understand and fluent in brand story guidelines; able to clearly communicate these to the guest
• Attend and/or participate in guest events

Customer Service

• Generate DTC revenue via inbound and outbound sales
• Quickly and effectively resolve customer service issues using active listening, patience and ability to de-escalate the situation
• Able to turn customer service problems into opportunities
• Present additional purchasing or visitation opportunities relevant to customer history
• Develop long term, personal relationships with customers built on trust
• Reactivate and acquire new members
• Keep customer data up-to-date in the CRM
• Conduct proactive customer-service outreach (credit card updates, welcoming new members, etc.)
• Participate in brand trainings and wine tastings
• Facilitate donation requests in partnership and with the approval of the visitor center management team

• 2-5 years of hospitality experience with a background in customer service, wine education, wine sales, hotel/concierge work and/or wine clubs/loyalty programs.
• Shift scheduling: work weekends, events (including evenings), and some holidays
• Proficiency in Point of Sales (POS) systems and basic computer skills
• Must be at least 21 years of age
• Ability to be licensed, permitted, and/or certified by state and/or local regulatory bodies

• Position includes extensive sitting, standing, walking
• Ability to lift heavy boxes (40-50 lbs.)