The Winery Concierge is the first face of Spottswoode and plays a key role as a member of the sales team. The Concierge will contribute to creating an exceptional guest experience by greeting guests at our reception desk. As the first touchpoint for visitors to Spottswoode, the Concierge must be high-touch service-driven, with an authentic passion for wine and hospitality. They should operate with a consistently professional demeanor, have strong organizational skills, possess exceptional communication skills, and be able to prioritize a multifaceted workload. They need to have a natural aptitude for luxury hospitality and prioritize guest recognition to create a memorable, personalized experience. They must have a good understanding of technology, be capable of managing multiple projects at once, and be flexible in their role. A team-centric, collaborative attitude and strong writing and speaking skills are essential.
Job Responsibilities: includes, but is not limited to:
Guest Experience Support:
• Provide the estate host with guest information before the visit to allow for an exceptional guest experience.
• Ensure all guest data is captured and recorded into CRM for a seamless customer journey and to build a comprehensive fully integrated database to manage relationships across all sales channels.
Administrative:
• Undertake all guest interactions with the highest level of hospitality and professionalism, responding to and assisting all guests in a timely manner.
• Answer guest inquiries in connection with winery experiences and on-site events, directions, hours of operation, and current offerings available for purchase.
• Schedule all visits to Spottswoode, except for the press.
• Field incoming phone requests for visits and engage with guests to obtain additional information required for guest experiences and building long term relationships.
• Assist guests in answering questions about the winery, vineyards, and region, as well as recommendations for other winery, hotel, and dining options.
• Graciously welcome unexpected visitors and accommodate a modified experience to acquire new customers, as appropriate.
• Accurately record guest information in Cultivate and Salesforce CRM in a timely manner.
• Invoice all orders through the POS system (Lavu) and Cultivate Systems.
• Assist in set up before and clean up after all tastings, and onsite events, as needed.
• Stay in constant communication with the sales team in sharing guest notes and managing the flow of tasting room guests.
• Host tastings on a weekly basis as needed to accommodate winery visitors.
• Keep the front desk clean and organized and maintain all entryways and guest spaces (reception area, tasting room, conference room, bathrooms, etc.)
• Encourage and complete on-site wine sales.
• Prepare wine orders for tasting room guests.
Referral: in conjunction with the Sales Team
• Work with the onsite Sales Team to build a strong referral network.
• Host referral partners and industry peers, as needed.
• Accommodate referral guests and trade guests, as needed.
General Office Support:
• Point person for incoming calls, connect with appropriate in-house personnel, and record messages when unavailable.
• Greet and assist tasting room visitors.
• Maintain cellar organization (including cardboard recycling) with assistance from estate hosts.
• Assist with wine pick-ups (inter-winery, customers, & donations).
• Restock wine in tasting room.
• Print collateral for tasting room.
• Assist the Fulfillment Administrator in performing monthly physical cellar inventory.
Events/Other
• Participate in monthly Sales Team meetings and quarterly Strategic meetings, as scheduled.
• Work with the Events Manager to set-up, execute, and break down events hosted on-site for DTC guests or trade partners, as needed.
• Participate in the annual Garden Party.
• Participate in Spottswoode’s annual Vertical Tasting, educational staff tastings, Harvest Celebrations, and company retreats, etc., which may fall outside of normal business hours.
Location: St Helena, CA
Posted: Aug. 25, 2024, 4:16 a.m.
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