Guest Relations/Customer Service Assistant (Wine Jobs: Management & Administration)

  Domaine Carneros

  Napa, California

POSITION SUMMARY:

The Visitor Center Guest Relations/Customer Service Assistant is responsible for the reservations and confirmations of daytime tastings, group tours, group tastings and specialty offerings to ensure a memorable guest experience. The Assistant will serve as a reservations agent for our Visitor Center and Chateau Society Wine Club, assisting guests on the telephone in making reservations for visits to Domaine Carneros. The Assistant will also greet walk-in guests, enter their contact information into the Restaurant Connect booking system and assist in seating them. In addition, the position is responsible for providing a warm welcome to each visitor to Domaine Carneros, and for ensuring that our guests understand our wine service, our floor plan and any other information which will enhance their visit.

ESSENTIAL FUNCTIONS:

 Field and return the majority of phone calls and e-mails regarding daily tastings and tours, group tastings and tours, and specialty offerings.

 Assist in contracted group tours, group tastings and specialty offerings using reservation system to ensure the return and accuracy of those signed contracts.

 Work closely with Visitor Center Management when scheduling daily tastings and tours, group tastings and tours, and specialty offerings to ensure seamless transition of tastings in the Visitor Center.

 Assists in checking general voicemails and responding to customer inquiries in a timely manner.

 Graciously greets visitors at the front entrance; provides a warm welcome and an explanation of our wine service and floor plan.

 Assists in seating guests with table management software; updates information on table status in order to expedite service.

 Provides information about the winery, takes reservations for public tours

 Assists guests with inquiries about area attractions, including other wineries, restaurants, hotels, etc.

 Assist with setting up specialty tastings to ensure delivery of exceptional experience.

 Performs administrative duties as required for a smooth running, cohesive team to include copying and filing and other duties as assigned.

 Under general supervision performs a variety of routine, scheduled data processing functions.

 Serve as a backup cashier when required

KNOWLEDGE, SKILLS, AND ABILITIES:

 Excellent communications skills, both written and verbal

 Strong interpersonal skills, builds rapport and inspires trust

 Exceptional in-person and phone customer service and complaint resolution skills.

 Refined verbal and written communication skills in order to effectively work with a variety of clients.

 Strong and consistent ability to prioritize activities and to handle multiple responsibilities within a specific time frame.

 Excellent attention to detail and organizational skills.

 Warm, welcoming and gracious demeanor, even under stress and in a high-paced, hightraffic environment.

 Ability to maintain a graceful appearance and demeanor at all time and under all circumstances.

 Actively promote a positive atmosphere and culture of excellence through teamwork, job knowledge, work ethic and flexibility.

MINIMUM QUALIFICATIONS:

 Experience in a fast-paced, high-end hospitality environment

 High level of proficiency with phone systems

 Intermediate computer skills; Proficient in the use of a PC in a networked environment to include in MS Office products: Word, Excel, and Outlook. Experience in CRM, or any other database system or Restaurant Management software preferred.

 Minimum 21 years of age.

 Clean and professional appearance

 Ability to work a schedule that includes weekends, some holidays and evenings as necessary.

ESSENTIAL PHYSICAL REQUIREMENTS:

The physical requirements listed are representative of those that must be met by an employee to successfully perform the essential functions and key responsibilities of this position. Work conditions in certain areas of the vineyard, winery, and Visitor Center are cold, wet, slippery and/or noisy.

Frequent walking, including over uneven ground and climbing up and down stairs and ladders are required. Ability to stand & walk for extended periods of time on hard floors, occasionally climb stairs and ladders, frequently bend, lift, twist, kneel, crouch, crawl, pull, push, carry, grasp, reach and stoop as needed, sometimes for extended periods, and to occasionally lift and carry heavy items up to 40 pounds (may be aided).

How To Apply

If you would like to submit your resume for future consideration for other possible openings, please forward it to [email protected] and state your area of expertise in the subject line of your email - for example, "Accounting," "Sales," "Compliance," so that we can easily find your resume when a position opens up.

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