Guest Services Assistant

Brokenwood wines; Pokolbin; On-site; AUD 42,000 - 56,000; Full time

Job summary

Brokenwood Wines seeks an experienced Guest Services Assistant to deliver memorable experiences for visitors and provide friendly, professional service at our cellar door.

You will handle arrivals, phones, emails, sales in POS, reservations, stock checks, and support the wider team. RSA certification and a passion for wine are essential; weekend and peak periods availability is required.

Qualifications

• Experience delivering outstanding customer service in a guest-facing role.
• Experience with a reservation or booking software system.
• Current RSA certification is required.
• Strong communication skills and a professional demeanour.

Responsibilities

• Welcome and engage visitors in a warm, friendly and professional manner.
• Answer the main telephone line and manage guest enquiries or direct calls to appropriate team members.
• Monitor and respond to emails in a timely and professional manner.
• Process sales accurately and timely in our POS system.
• Process reservations accurately in reservation system.
• Assist with stock replenishments and inventory checks.
• Work collaboratively with the venue team, lending a hand in other areas of the business when needed.

Skills

Customer service

Reception

Concierge

Communication

Multitasking

Education

RSA certification

Tools

POS system

Reservation software

Job description

Brokenwood Wines has operated an award-winning winery and cellar door for over 55 years. Our Company motto is "Make Great Wine & Have Fun", and we pride ourselves on being a great place to work and visit.

Proudly named 2026 Halliday Winery of the Year, 2025 Hunter Valley Cellar Door of the Year and the Best Cellar Door Experience in NSW at the 2026 Halliday People's Choice Awards, Brokenwood Wines is a must-visit in the Hunter Valley.

Our team thrive on providing an exceptional level of guest hospitality. We genuinely love wine and pride ourselves on providing second-to-none customer service.

We are seeking an experienced hospitality professional to join our Cellar Door team as a Guest Services Assistant.

About the role

As a Guest Services Assistant, you will play a key part in delivering memorable experiences for our guests and providing exceptional customer service.

Key responsibilities of the role include:

• Welcome and engage visitors in a warm, friendly and professional manner
• Answer the main telephone line and manage guest enquiries or direct calls to appropriate team members
• Monitor and respond to emails in a timely and professional manner
• Process sales accurately and timely in our POS system
• Process reservations accurately in reservation system
• Assist with stock replenishments and inventory checks
• Work collaboratively with the venue team, lending a hand in other areas of the business when needed

About You

• You take pride in and are committed to, delivering outstanding customer service
• You have previous experience in a guest-facing role, ideally in a reception or concierge capacity within hospitality or tourism
• You have previous experience with a reservation or booking software system
• You're confident communicator, with a warm and professional demeanor
• You hold a strong work ethic, with the ability to multitask in a dynamic, fast-paced environment
• You are well-groomed and have a professionally presentated
• You're flexible to work weekends and peak visitor periods
• You are passionate for food and wine, and want to expand your knowledge in both
• You hold a current Responsible Service of Alcohol (RSA) certification

Sound like your kind of role?

@brokenwood.com.au