Guest Service Concierge (Wine Jobs: Management & Administration)

  Duckhorn Wine Company

  St. Helena, California

Honored as a 2014 North Bay Business Journal “Best Place to Work,” Duckhorn Wine Company has helped set the standard for American fine wine for almost four decades. Founded with the launch of Duckhorn Vineyards in 1976, the Duckhorn Portfolio has evolved to include Goldeneye, Paraduxx, Migration, Decoy and Canvasback, and features a unique structure that includes six dedicated winemakers. Combining more than 600 acres of acclaimed estate vineyards in California’s Napa Valley, Sonoma County, Anderson Valley and Washington State’s Red Mountain, with grapes from the finest growers, each winery has its own focused winegrowing program from which to make its wines. Duckhorn Wine Company wines are available throughout the United States, on five continents, and in more than 45 countries.

 

OBJECTIVE: To provide an exemplary service experience to all Duckhorn Wine Company guests including email & phone customers, Wine Club members and onsite guests. This position is the first point of contact for Duckhorn Wine Company guests and sets the tone for their experience. This position demonstrates superior communication and guest service skills contributing to a culture of accommodation which is second to none. This position will be responsible for anticipating needs and developing a service relationship with each client, which will include facilitating reservations, sales, service & follow-up. Responsibilities include the promotion of various offerings & events as well as coordinated outreach with various business partners.

 

*** The schedule is Wednesday – Sunday ***

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

Guest Services (65%)

-Providing guests with a welcoming, outstanding and unique experience through:

- A friendly and sincere greeting using guest’s names whenever possible

- Educate guests about Duckhorn Wine Company's tasting options, winery history and wines to include the Napa Valley, Sonoma County and Anderson Valley appellations

- Assist Wine Club guests with will call orders, updating contact specific needs

- Develop ongoing relationships with guests to stimulate repeat visits and future sales 

- Anticipate guests needs by previewing reservations, noting special requests and 

- Assist guests with information and reservations at recommended restaurants, hotels, and other wineries.

- Partner with Wine Club Managers and Trade Relations Manage to assist DWC Members & VIP guests at the Visitor Centers. 

- Consistently communicate and promote upcoming DtC Events including Wine Club dinners, pick-up parties, and off-site activities

 

CRM & Reservations Management (25%)

- Respond to appointment requests and emails in a timely and professional manner, promoting the benefits of all DWC properties, offerings and products

- Assist in organizing and managing the reservation database

- Scheduling and choreography of appointments to ensure that the flow is appropriate for DWC Visitor Centers

- Manage all verbal and written communication to customers and guests including confirmation of guests visit, follow-up and special requests

- Regularly update the CRM database with customer contact information, personal notes, and accurate purchase histories 

- Maintain detailed records of high volume buyers to assist Retail Teams with focused sales initiatives

- Develop outgoing messages via voice and email that accurately guide guests in navigating our systems

 

Events (10%)

- Pour wine and greet guests at major annual events held at DWC Visitor Centers. Events include but are not limited to consumer and hospitality Open Houses and wine release parties.

- Participate in off-site pouring opportunities upon request

 

Daily Operations

- Answering incoming guest inquiry phone calls

- Maintaining aesthetic of Merchandise in the Visitor Center

- Answering voice and email requests for tasting appointments

- Assist with shipping and Wine Club pick-up orders

- Continuously monitor and maintain the DWC CRM database 

- Monitor and provide updates for website postings

- Maintain DtC voicemails to indicate any changes to the hours of operation

 

Weekly

- Manage inventory counts and assist with ordering product

- Reach out to our existing and new wine club members to inquire about their tasting appointment and provide feedback 

- Maintain detailed records of high volume buyers to assist Retail Teams with focused sales initiatives

- Develop outgoing messages via voice and email that accurately guide guests in navigating our systems

 

QUALIFICATION REQUIREMENTS:

 

Exceptional communication skills, both written and oral 

Computer proficiency: Word, Excel, Outlook, OpenTable & RMS

Excellent attention to detail

Minimum AA degree 

Minimum of one year experience in the luxury hospitality or wine industry

Ability to acquire specific knowledge of Duckhorn Wine Company and general winemaking and viticulture techniques

Ability to deal with constant changes, think quickly on your feet

Must have superior customer service and organization skills, excellent verbal and written communication skills and a good teamwork attitude

Ability to work harmoniously with co-workers and perform duties and responsibilities in a manner consistent with the company’s value of exhibiting the highest quality standards in all endeavors

Must be willing to work flexible schedule with extended hours including weekends, holidays, and evenings. 

Valid California driver’s license with clean record, will drive for company events and errands. Ability to occasionally travel to the North Bay

Able to stand for long periods of time.

Ability to routinely lift up to 45 lbs.

Duckhorn Wine Company offers a highly competitive and comprehensive compensation and benefits package.

How To Apply

Please respond with resume, letter of introduction and salary.
[email protected]

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