Wine Club & Estate Manager (Wine Jobs: Management & Administration)

  Robert Craig Winery

  Napa, California

Robert Craig is a small family owned & operated winery dedicated to making world class mountain Cabernets. Our principles are to produce small-lot, site-expressive wines from high elevation vineyards. We take our craft and the care of our Guests very seriously, but in a relaxed, approachable style.

Rare as it is, we are looking for a new team member! Join us at the summit of Howell mountain and help us make great things happen for our Guests and ourselves.

What we desire in a candidate… a Midwest work ethic, a commitment to excellence in everything you do, the ability to put your co-workers first, a true passion for fine wines, a familiarity with Social media, the desire to continually educate yourself in our industry and the ability to leave your ego at the door. We are a small team and we are fully committed to each other. We work hard but have fun while doing so. You must be over 21 years of age, have a valid drivers license and be able to lift 40+ lbs.

What you can expect from us... a full-time position, a full suite of great benefits, a company culture of respect & teamwork, co-workers that share your enthusiasm for the world of wine & high touch Guest service and company values that you can be proud of!

Position Summary: Under general supervision and own initiative this detail focused, multi-tasking individual will oversee the day-to-day operations of our Wine Club and all duties related to customer correspondence and care. He or She will execute Wine Club Allocations, respond to Guest & member inquiries and mange inventory for our bi-annual shipments. He or She will host Guests at both our Downtown Tasting Salon location and our Howell Mountain Estate. This position requires a special skillset that you do not often see together; someone with a commitment to excellence in high-touch Guest service, that is rooted in warmth and an impeccable attention to detail and. Both are paramount to our success.

Wine Club Execution, Order Processing & Guest Service:
•  Organize and execute bi-annual Wine Club releases utilizing Ewinery, Ship Compliant & Copper Peak software modules.
•  Manage all aspects of a club run including inventory management, customer correspondence, Ewinery set-up, execution, weather holds, returns and reships.
•  Processes wine and merchandise orders daily from visitor experiences and by phone.
•  Enter Guest orders & club enrollment cards into Ewinery with precision and accuracy.
•  Be responsive and gracious in solving customer issues and/or complaints.
•  Directly respond to shipping/fulfillment questions from customers, club members and fulfillment agencies which may include tracking, delivery, damaged goods, claims and returns.
Guest Host:
•  Take responsibility for ensuring a high-touch Guest experience that supports the RCW Mission.
•  To execute all daily hospitality duties, opening/closing side work. To be responsible for wine, stemware and tabletop set-up and clean up, and for conducting informative and engaging tours and tastings on a regular basis
•  To consistently support our Guest Service Mission by modeling the mantra “We provide a heartfelt personalized visit to each of our Guests where all of our actions are guided by warmth and sincere hospitality”.
•  To be responsive, gracious & creative in solving customer problems or complaints and to take it one step further by trying to anticipate Guests needs.
•  To ensure consistent messaging for yourself and teammates by modeling the language and culture we have tried to create.
•  To work closely with management proposing new ideas in an ongoing effort to continuously refine & improve the visitor experience.
•  Maintain a friendly, warm, professional, & clean tasting room environment, and be responsible for coordinating upkeep and repairs with management.
Estate Management:
•  To support senior management by meeting high standards of professionalism regarding dress and level of service for the Hospitality department
•  Responsible for organizing and maintaining a calendar of scheduled Estate tours and for communicating pertinent information to guests.
•  Work closely with the Tasting Room Manager & Director of D to C to keep the Vineyard House fully stocked with current release, library wines & supplies.
•  Manage the Estate’s wine inventory.
Other:
•  Do your part to continuously foster an environment of teamwork in both the Hospitality Department and in all inter-departmental communications.
•  A familiarity with Social media and how it can build and increase our access to our Guests.
•  Possess a knowledge of the wines of the Napa Valley, and wines of the world and how RCW fits in stylistically to each.
•  To continue to nurture relationships with local concierges, inns, B & B’s, drivers & neighboring wineries.
•  To assist with the organization, planning & execution of all Guest events.
Education and Experience
•  Strong written and verbal communication skills.
•  Ability to work independently with strong attention to detail. Superior organizational skills and ability to manage multiple priorities and to work with a sense of urgency when necessary.
•  A demonstrated ability to speak to groups and convey complex information without striking a pedantic, elitist, or condescending tone to a diverse audience.
•  Ability and desire to consistently model proper customer interaction.
•  Ability to work and thrive in a team environment.
•  A lively interest in and continuously growing knowledge of the world of wine.
•  Willingness to continuously support senior managements’ departmental decisions.