Concierge and Retail Associate (On Call)

Position Purpose

Under general supervision, the Concierge and Retail Associate is responsible for executing the daily operational responsibilities of guest seating and the retail space. This is to include greeting and welcoming guests to the winery, directing them throughout the property for experiences, and assisting them. This role demonstrates detailed knowledge of the winery and landscape sites as well as event and tasting experiences to make suitable guest recommendations. In addition, this position is responsible for assisting in receiving, pricing, stocking, and displaying wine and non-wine merchandise in the Tasting Room.  

Essential Duties

• Maintains the Tasting Room’s experience reservation system and calendar to assist with coordinating daily staffing and setup and to ensure an excellent customer experience
• Provides a warm greeting and high-level customer service to create a memorable guest experience
• Demonstrates professional etiquette and a complete understanding of all the winery’s operations and guest experiences
• Assists with customer concerns, questions and complaints in a timely manner and escalates issues to management accordingly
• Assists guests throughout the retail space, including maintaining a knowledge of all wine and non-wine products, processing transactions, and ensuring a seamless guest experience
• Ensures Tasting Room retail spaces are fully stocked with merchandise and wine products, including back stock is organized and accessible
• Ensures retail spaces and merchandise is maintained to standards, as set by company
• Assists teams with resetting tables, spaces and experiences as needed
• Assists with Hospitality tasks as needed
• Assists with other administrative tasks as needed

*Other duties may be assigned

Non-Essential Duties

*Other duties may be assigned

Minimum Requirements

Education and Experience

• High School diploma or GED equivalent 
• Prior experience in the wine industry, concierge, hospitality, hotel, or related field is preferred

Certificates and Licenses

• Responsible Beverage Service certificate is required; must obtain within first 30 days of employment
• Food Handlers certificate is required; must obtain within the first 30 days of employment

Knowledge, Skills, and Abilities

• Must be able to work evenings, weekends, and holidays
• Proven ability to effectively communicate and provide exceptional customer service to diverse groups
• Meets changing priorities in the workplace with flexibility and enthusiasm
• Solution-oriented and resourceful problem-solving skills in a fast-paced work environment
• Basic business math skills
• Maintains a professional appearance and demeanor
• Working knowledge of wine, wine industry and Napa Valley region
• Able to establish and maintain effective working relationships in a team environment to achieve department and Company goals
• Proficient in retail and reservation software and Microsoft Office Suite (Word, Outlook, Teams, PowerPoint, Excel)

Working Conditions

• General winery tasting room environment
• Indoor and outdoor environment with exposure to the elements/temperature variations
• Shift Rotation
• Occasionally may be required to lift and carry cases of wine
• Evenings, weekends, and holidays

Work Standards

• Acts in a manner reflective of the Company culture of High Moral Standards, Innovation and Continuous Evolution, Trust in Team, Continuous Improvement, and Sustainable Relationships
• Communicates, interacts, and works effectively with others; receptive to feedback and coaching; voices concerns in a constructive manner
• Demonstrates commitment to safety first; communicates safety concerns; promotes a safe work environment based on established safety standards and training
• Follows all Company policies and procedures

Additional Comments

Management retains the discretion to add to or change the duties of the position at any time.