Guest Services Team (Wine Jobs: Wine Retail & Sommelier)

  Chappellet Vineyards

  St. Helena, California

Situated on Napa Valley's legendary Pritchard Hill, Chappellet Vineyard has been a benchmark producer of mountain-grown wines for over 5 decades. This family-run winery has been consistently recognized for outstanding hospitality, wines and experiences.

POSITION SUMMARY:
Under the general direction of the Director of Consumer Sales, members of the Guest services team are responsible for building and maintaining personal and positive relationships with all wine club members and winery guests, efficiently and effectively supporting club shipments and sales campaigns and day-to-day order processing, as well as consistently delivering above expectation customer service via phone, email and in person. These Guest Services positions require a dynamic, energetic, team player with exemplary communication skills and a professional demeanor. People skills and the ability to multi-task are a must along with working with the public and in a team environment. 

ESSENTIAL FUNCTIONS/DUTIES:
*Supports processing of Wine Club batches, Allocation and daily order processing.
*Assists in creating club batches and reviewing all member communications prior to sending.
*Facilitates communications with members in a timely and effective manner that exceeds their
expectations re: customizing, tracking, order status and rerouting of shipments
*Help guests with navigating tasting experiences and explaining options
*Booking experiences via phone, gathering necessary information in a professional and friendly manner 
*Providing general tourist information to guests and clients both over the phone and in person
*Assist with hospitality special events as needed
*Utilize POS system to process tasting fees and wine orders
*Work collaboratively with Hospitality Management to organize and manage the daily customer
experience
*Manages guest and member profiles to ensure all information is up-to-date, with regular outreach and
follow-up
*Occasionally host members visiting the property, discuss Chappellet history, vineyard and winemaking
practices
*Work with shipping department to facilitate shipping of wine to customers and meet all compliance
and regulatory requirements of wine shipments
*Provides back up support to Tasting Room Team as needed
*Assists with all member and special hospitality events that occur at the winery 
*Participates in company-sponsored wine education and development opportunities
*Represents winery at outside functions as required
*Other duties as assigned

REPORTS TO: Director of Consumer Sales; Tasting Room Manager/Membership Services Manager

JOB REQUIREMENTS (Essential Skills, Experience, and Education)
*Education: College degree or equivalent experience and training in retail, hospitality, sales, marketing
or other related field.
*Experience: Three to five years of experience in customer service, event and club operations and competence
with sales and marketing skills, or a combination thereof.
*Competent knowledge of winemaking and viticulture.
*Commendable knowledge of the Napa Valley growing regions, including varietals.
*Working knowledge of CRM software, POS systems (Wine Direct preferred) and MS Office Word, Excel
and Outlook, including creating spreadsheets of moderate complexity.
*Exceptional written and verbal skills.
*Excellent customer service skills – on the telephone, electronically and with customers in person.
*Strong time-management skills and the ability to prioritize effectively.
*Ability to speak effectively before groups of customers or employees.
*Solid planning and organizational skills, along with creative problem-solving and analytical skills.
*Ability to communicate, collaborate and coordinate activities with other departments to meet
customer needs and company goals.
*Professional appearance and demeanor.
*Shows commitment to excellence and high standards in work product. 
*Is flexible, can manage constantly changing priorities with enthusiasm.
*Must be at least 21 years of age.
*Must be able to work weekends and flexible schedules at times to include occasional off-site events
and evenings.

PHYSICAL REQUIREMENTS:
*Ability to lift and move 50 pounds repeatedly.
*Ability to stand, sit and walk for long periods of time.
*Ability to effectively open and stock wine, follow daily and event set-up and break down procedures,
and be able to utilize dolly cart and assist in moving heavy objects.

How To Apply

All interested and qualified employees please send your resume and cover letter explaining why you are interested in joining the Guest Services Team

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