Guest Services Coordinator (Wine Jobs: Management & Administration)

  Clos Du Val

  Napa, California

Clos Du Val is seeking a Guest Services Coordinator, who will act as a first and lasting point of contact to members by providing extraordinary service and meeting member needs. They will actively liaise with and support both the Hospitality and Wine Club teams.

The Guest Services Coordinator reports to the Director of Direct to Consumer Sales.

ESSENTIAL JOB DUTIES / RESPONSIBILITIES:

- Answer and respond quickly to incoming and outgoing calls and emails from guests and members
- Book and manage daily reservations inclusive of calendar management, sending confirmation and
thank you emails, confirming arrival times day prior, creating personalized tasting menus/order forms,
generating weekly reservation briefings, etc.
- Actively greet guests arriving to estate and help funnel those without reservations into open
experiences
- Initiate the CRM experience at time of reservation
- Manage and book trade visits
- Assist Member and Guest Relations team as needed inclusive of potentially managing a set number of
members, managing contact reports and members’ birthday greetings
- Host tastings/tours as necessary
- Establish relationships and act as an advocate and educator of like-minded businesses in both the Napa
Valley and greater North Bay area
- Provide traditional concierge services at every opportunity
- Develop and create a “toolbox” of items designed to address guests’ needs (i.e. maps,
recommendations, etc.)
- Manage gift certificate and donation redemptions
- Assist with inventory and procurement of selling supplies/merchandise as needed
- Other duties as required or assigned

SKILLS REQUIRED:

1. Hospitable, kind, positive, intelligent and self-aware
2. Exceptional communication skills, both verbal and written
3. Desire to provide the best possible interaction with both guests and members
4. Strong attention to detail, multi-tasking and follow through
5. Talent and passion for problem solving and turning difficult situations into positive ones
6. Experience with sales
7. Desire to continually to learn and educate
8. Advanced computer literacy
9. Weekend and holiday work is required for this position

PHYSICAL REQUIREMENTS AND EQUIPMENT USED:

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand and walk; use hands to finger, handle, or feel objects, tools, or controls. The employee is regularly required to talk and hear, and on occasions (when hosting guests) taste and smell. The employee must regularly lift and/or move up to 20 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job may include close vision, color vision, and the ability to adjust focus. The employee must be able to perform simple calculations and use the telephone and computer every day.

The noise level in the work environment is usually moderate. The employee is required to both sit and stand, both for long periods of time. On some days, the employee may spend a good deal of time outdoors conducting tours or hosting guests.