Concierge

Title: Reservations Concierge

FLSA Status: Part-time, Non-Exempt Reports to: Sr. Retail & Hospitality Manager Location: Sanford Winery

The Reservations Concierge position is responsible for providing exceptional customer service, attention to detail and adherence to reservation protocol and policies. The primary focus of this position is providing a sincere and gracious welcome to visitors of the winery, ensuring that each guest understands the wine experiences, and any other information that will enhance their visit. The Reservations Concierge will serve as a reservationist for the winery, assisting guests, trade partners, and Wine Club Members on the telephone in making reservations for visits to Rutherford Hill and Chimney Rock. Additionally, this position will greet and check in guests, enter pertinent guest information into the reservation system, and seat them.

Performance Measures:

• Positive attitude, service-driven, and enthusiasm for providing a world-class customer experience, under stress, and in a fast-paced environment.
• Warm and highly polished communication skills (verbal and written), both internally and externally.
• Dependable self-starter with a keen attention to detail. Internally driven and motivated; ambitious and hard-working.
• Outgoing, enthusiastic, and team-oriented.
• Always thinking a step ahead.
• Superior knowledge of our wines and experience offerings for the winery and the surrounding area.

Essential Duties and Responsibilities:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Provide exceptional customer service and hospitality with a courteous and welcoming greeting to each of our guests.
• Offer a thorough explanation and recommendation of all guest experiences, while encouraging our guests to upgrade to our private seated experiences.
• Capture walk-in customer contact information by entering information accurately into the reservation system.

• Be the primary point of contact for all incoming reservation calls and email requests, responding to all inquiries in a timely, thorough, and professional manner.
• Confirm all reservations by phone prior to the day of visitation.
• Using the table management software efficiently and effectively: strategically seat guests to utilize tasting room space, update table status in preparation of incoming reservations, and ensure wait times are kept to a minimum.
• Maintain and organize a wait list, notifying guests when tables are available using the reservation system.
• Work collaboratively with the Sr. Retail and Hospitality Manager to organize and manage the customer experience.
• Assist with tasting room tasks such as pouring, greeting the public and basic assistance during peak volume times as needed.
• Outreach projects as assigned by management.
• Cashier duties and assisting tasting room servers with closing out sales.

Professional Qualifications:

• Self-starter, clear communicator, positive team player, multi-tasker.
• Proficient in Microsoft Outlook, Word, Excel, CRM and Internet research
• Proficiency in CellarPass and E-Winery applications highly desired
• Wine knowledgeable and strong sales acumen
• Must be available to work weekends, some holidays and some evenings
• Ability to lift up to 50lbs