Job Description
*Job Title: Guest Services Concierge**
**Summary:**
As a Guest Services Concierge, you will have the exciting opportunity to provide an exceptional experience for our guests from the moment they reach out. Our concierge team is available Monday through Sunday, responding to guest inquiries via email, phone, and text. Your role will involve handling guest reservation requests, addressing basic wine club membership issues, and fulfilling special guest requests. You will be adept at anticipating changes, planning for challenges, and solving problems quickly and efficiently. This position requires a strong commitment to guest satisfaction and a natural ability to build positive relationships. The primary work schedule is Wednesday through Sunday.
**Essential Functions:**
- Exceed customer service expectations with all guests.
- Respond to all guest inquiries in a timely and professional manner.
- Complete reservation requests and perform callouts to existing reservations for confirmation.
- Review upcoming reservations daily and provide feedback to Tasting Room Managers and Membership Ambassadors regarding special notes or notable guests.
- Maintain guest profiles by updating information and adding additional details.
- Provide basic information to members about events, releases, shipping dates, etc.
- Curate a list of local recommendations, including restaurants, wineries, attractions, and festivals.
- Assist in coordinating outreach campaigns as assigned.
- Work at release parties and special Wine Club events to assist with questions, check-in, and other duties as assigned.
**Other Duties:**
- Cover for gaps in other areas as needed.
- Perform other duties as assigned.
**Competencies:**
- Customer Focus
- Adaptability and Flexibility
- Customer Service
- Interpersonal Skills
**Supervisory Responsibilities:**
- None
**Work Environment:**
- Office environment
- Tasting Rooms (Inside, air-conditioned)
- Outdoor Events (Non-air-conditioned, various locations)
**Physical Demands:**
- Extended periods of sitting at a desk, using a computer and phone.
- Must be able to lift up to 15 pounds on an occasional basis.
- Ability to negotiate uneven, outdoor surfaces.
- Ability to work in various weather conditions, including hot and cold weather.
- Ability to effectively communicate verbally, using telephones, and with electronic means (email, social media, etc.).
**Travel and Remote Work:**
- Occasional travel to off-site locations may be required, but does not require overnight travel except on rare occasions for events or training.
- Regular on-site work is required.
- Travel to and from the main worksite (daily commute) is at the expense of the employee and is not considered time worked.
- Travel between sites during the workday is considered time worked.
**Required Education and Experience:**
- At least one year of administrative and/or direct customer service experience.
**Preferred Education and Experience:**
- High school diploma or equivalent.
- Hospitality experience is a plus.
- Concierge experience is highly desirable.
**Additional Eligibility Requirements:**
- Must be creative, outgoing, attentive to detail, and possess great communication (verbal, written, electronic, listening) skills.
- Must exhibit excellent customer service skills.
- Excellent time management skills and dependability are required.
- Good office technology skills (Phones, computers, office applications, and systems).
- Must have the ability to multitask and complete duties, tasks, and projects despite interruptions.
- Must be able to work during peak times, including Fridays, Saturdays, Sundays, and holidays.
- Start and end times of workdays may vary, including early morning start times and evening end times (usually for events or training).
- Must maintain a sense of urgency and positivity.
- Ability to effectively work on teams.
- Must be a self-starter and complete duties, tasks, and projects with little or no supervision.
**Work Authorization:**
- This job is not eligible for visa sponsorship.
**Equal Employment Opportunity:**
It is our policy to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law.
Employment Type: Full-Time
Salary: $ 17.00 18.00 Per Hour
Job Tags
Hourly pay, Holiday work, Full time, Local area, Remote job, Outdoor, Night shift, Weekend work, Sunday, Saturday, Afternoon shift, Early shift,