Member Relations Ambassador

Job Description

Job DescriptionDescription:

About the Role

We’re looking for a service-minded professional to join our hospitality team as a Reservations & Member Relations Coordinator. If you love creating welcoming environments, have a knack for organization, and enjoy making someone’s day easier, this could be the perfect fit. In this position, you’ll serve as the first point of contact for our guests, wine club members, and reservation inquiries. You’ll help schedule experiences, manage daily guest flow, and support the concierge-style service that sets our winery apart.

Keywords: guest services, receptionist, reservations clerk, concierge, front
desk, scheduler, hospitality, customer service, tasting room

Summary

The Guest Services Concierge is responsible for providing a world-class experience for our guests from the first moment of outreach by the guest/member. The concierge team is available Monday through Sunday and available to respond to guest inquiries made by email, phone, and text for all William Chris Wine Co. brands. Types of inquiries include but are not limited to guest reservation requests, basic wine club membership issues, and special requests by guests for their visit or for assistance with referrals to other local entities. The Guest Services Concierge is a master at anticipating change, planning for challenges, and solving problems on the fly. This person exemplifies what it takes to build guest satisfaction as if it is second nature. Primary work schedule for the Guest Services Concierge is Wednesday – Sunday.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

· Exceed customer service expectations with all guests

· Respond to all guest inbound inquiries in a timely and professional manner

· Complete reservation requests and perform callouts to existing reservations for confirmation

· Review upcoming reservations daily and provide feedback to Tasting Room Managers and Membership Ambassador of any special reservation notes or notable guests

· Perform maintenance on guest profiles by updating items and getting additional information added to the profile

· Provide basic information to members about events, releases, shipping dates, etc.

· Curate concierge list of recommendations by keeping current on local restaurants, wineries, attractions, and local festivals

· Assist in the coordination of outreach campaigns as assigned

· Work Release parties and special Wine Club events to assist with questions, check-in and other duties as assigned

Other duties

· Will be asked to cover for gaps in other areas, as needed

· Other duties as assigned

Competencies

· Customer Focus

· Adaptability and Flexibility

· Customer Service

· Interpersonal Skills

Supervisory responsibilities

· None

Work environment

· Office environment

· Tasting Rooms (Inside, air-conditioned)

· Outdoor Events (Non-air-conditioned, various locations)

Physical demands

· Extended periods of sitting at a desk, using a computer and phone

· Must be able to lift up to 15 pounds on an occasional basis

· Ability to negotiate uneven, outdoor surfaces

· Ability to work in various weather conditions, including hot and cold weather

· Ability to effectively communicate verbally, using telephones, and with electronic means (email, social media, etc.)

Travel and remote work

· This position may require occasional travel to off-site locations, but does not require overnight travel except on rare occasions for events or training

· This position requires on-site work on a regular basis

· Travel to and from the main worksite (daily commute) is at the expense of the employee and is not considered time worked

· Travel between sites during the workday is considered time worked

Required education and experience

· Must have at least one year of administrative and/or direct customer service experience

Preferred education and experience

· High school diploma or equivalent

· Hospitality experience is a plus

· Concierge experience is highly desirable

Additional eligibility requirements

· Must be creative, outgoing, attentive to detail and possess great communication (verbal, written, electronic, listening) skills

· Must have and exhibit excellent customer service skills

· Excellent time management skills and dependability are required

· Good office technology skills (Phones, computers, office applications and systems)

· Must have the ability to multitask and complete duties, tasks, and projects, despite interruptions

· Must be able to work our peak times, including Fridays, Saturdays, Sundays, and holidays

· Start and end times of workdays may vary, including early morning start times and evening end times (usually for events or training)

· Must maintain a sense of urgency and positivity

· Ability to effectively work on teams

· Must be a self-starter and complete duties, tasks, and projects with little or no supervision

Work authorization

· This job is not eligible for visa sponsorship

It is the policy of William Chris Wine Company to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements: