Front Desk Associate, Guest Services (Wine Jobs: Sales & Marketing)

  Francis Ford Coppola

  Geyserville, California

The primary functions of this position is to provide exceptional customer service to guests on the property, enhance Francis Ford Coppola Winery company image and facilitate communication across departments and to guests.
This is a part-time, seasonal position (through October) with opportunity for growth and advancement. Competitive compensation and benefits offered.

Reasonable Accommodations Statement:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

Essential Duties and Responsibilities: 

Guest Service (50%)

• Greet guests promptly and warmly; over the phone and in person
• Answer all incoming calls promptly
• Create a memorable experience for all guests who enter the property
• Build relationships by engaging them in authentic, personable conversation
• Actively sell tastings and tours, promote property features and coordinate guest check-in
• Respond to guest inquiries and concerns promptly and with courtesy
• Keep up-to-date regarding local events, communicating information appropriately to customers
• Responsible to distribute promotional materials to guests
• Keep up-to-date with ABC regulation and adhering to established policies and procedures regarding the handling and service of alcoholic beverages
• Promote Wine Family Memberships

• Be consistently professional in all of your communication; verbal, written and non-verbal
• Ensure messaging is consistent and is in line with direction given by your manager

Daily Operations (40%)

 

Ensure smooth operations of daily operations; including effective and appropriate communication, successfully managing traffic flow throughout the day and overseeing that guests are being engaged and entertained

• Perform opening and closing duties
• Responsible to schedule guests for public tours, private tours, large group tastings and cabine rentals

• Accountable to enter and manage scheduled reservations in computer reservation system
• Maintain that the Guest Reception Desk and Courtyard remain clean and tidy according to established standards and policies
• Maintain stock of all printed materials for office and front desk
• Support the Tasting Room Staff, Rustic Team, Pool Café, and Life Guard Team with information and communication
• Assist to host Children’s Activities

• Responsible for accurately processing transactions on register system

• Collect contact information from guests

• Assist managers with emergency response
• Take on additional duties and special projects as requested

 Communications (10%)

• Reply daily to all Guest Services emails and continuously communicate with customers as needed
• Assist customers with inquiries, making experience and restaurant reservations, and answer all customer questions
• Build relationships by engaging them in authentic, personable conversation
• Assist customers with amending orders and following through on all levels (i.e. working within internal database, using proper notes, alerting any departments that may be affected by changes, etc.)
• Ensure that all customers are receiving the best possible customer service and always have pleasant consumer experiences
• Be consistently professional in all of your communication; verbal, written, highly organized, accurate, and detail oriented
• Respond to guest inquiries and concerns promptly and with courtesy
• Promote Wine Family Memberships and assist with any membership issues.
• Coordinate all guest communications in dealing with complaints and other issues directly related to the Hospitality/Restaurant operation, and communicate details to manager in a timely manner.

• Ensure messaging is consistent and is in line with direction given by your manager

Job Requirements:

Education/Experience: High school diploma or GED required. One to two years related experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills & Abilities:  

Warm, personable demeanor

Flexible and a team player

Customer Service focused with a sincere desire to create a memorable guest experience

Self-motivated and professional with the ability to multi-task

Excellent communication skills

Highly organized, accurate and detail oriented

Weekends, Holidays and some evenings required

Ability to maintain a positive work atmosphere by communicating effectively with clients, management, peers, and subordinates

Strong sales background

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals  

Ability to speak effectively before groups of customers or employees of the organization

Ability to solve practical problems and deal with a variety of concrete variables

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Computer proficiency in Lotus Suite, basic database management, MS Office, (Word, Excel), Internet, RMS

Physical Demands:

N (Not Applicable) - Activity is not applicable to this occupation

O (Occasionally) - Occupation requires this activity up to 33% of the time (0-2.5+hrs/day)

F (Frequently) - Occupation requires this activity from 33% - 66% of the time (2.5-5.5+ hrs/day)

C (Constantly) - Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Stand - C, Walk - F, Sit - O, Handling/Fingering - C, Reaching Outward - C, Reaching Above Shoulder - F, Climb - O, Crawl - N, Squat or Kneel - O, Bend - F, Working at the computer - F

Lift/Carry

Under 10, F

11 – 20 lbs, F

21 – 50 lbs, F

51 – 100 lbs, N

Over 100 lbs, N

Push/Pull

12 lbs or Less, O

13 – 25 lbs, F

26 – 40 lbs, F

41 – 100 lbs, O

Other Physical Requirements

Vision (Near, Distance)

Sense of Sound (i.e. Machinery/tractor sounds)

Sense of Touch

Work Environment:

Safety Statement:

All employees shall follow safe practices according to the injury and illness Prevention Policy (IIPP), render every possible aid to safe operations, and report all unsafe conditions or practices immediately to any management employee or Human Resources.
The above information is representative of the work performed in this position, however it is not all-inclusive.  The omission of a specific duty or responsibility does not exclude it from the position if the work is similar or related to the essential duties and responsibilities.

How To Apply

Use the link below:

https://www.francisfordcoppolawinery.com/careers/apply/oGLV2fw8

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