Concierge

Tasting Room Expo; Napa (CA); On-site; USD 42,000 - 65,000; Full time

Job summary

Tasting Room Expo in Napa, CA is seeking a guest-focused Reservations & Hospitality Associate to welcome visitors, explain experiences, and upsell private seated experiences. You will capture guest details, manage reservations, and coordinate with sister properties to optimize seating and service.

The role requires weekend availability, strong communication, wine knowledge, and the ability to work calmly in a fast-paced environment.

Qualifications

• Customer-service oriented and guest-focused.
• Experience handling reservations and guest inquiries.
• Ability to upsell experiences and manage seating.

Responsibilities

• Provide exceptional customer service and hospitality to guests.
• Explain experiences and upsell private seated experiences.
• Capture guest information and manage reservations accurately.
• Coordinate with sister properties for bookings and cross-property on-boarding.
• Be the primary contact for reservation calls and emails, responding promptly.
• Confirm reservations by phone prior to visit.
• Use table management software to optimize seating and minimize wait times.
• Maintain wait lists and communicate availability to guests.
• Collaborate with Tasting Room Manager on guest experience.
• Assist with tasting room tasks during peak times and events.
• Participate in outreach projects and cross-training opportunities at Rutherford Hill Winery.

Skills

Customer service

Communication

Sales acumen

Team player

Multi-tasking

Tools

Tock

E-Winery

CRM

Microsoft Outlook

Microsoft Word

Excel

Job description

Performance Measures

• Positive attitude, service-driven, and enthusiasm for providing a world-class customer experience, under stress, and in a fast-paced environment.
• Warm and highly polished communication skills (verbal and written), both internally and externally.
• Dependable self-starter with a keen attention to detail. Internally driven and motivated; ambitious and hard-working.
• Outgoing, enthusiastic, and team-oriented.
• Always thinking a step ahead.
• Superior knowledge of our wines and experience offerings for the winery and the surrounding area.

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Essential Duties and Responsibilities

• Provide exceptional customer service and hospitality with a courteous and welcoming greeting to each of our guests.
• Offer a thorough explanation and recommendation of all guest experiences, while encouraging our guests to upgrade to our private seated experiences.
• Capture walk-in customer contact information by entering information accurately into the reservation system.
• Book reservations for our sister properties as well as up-selling experiences and offerings during the reservation and confirmation process.
• Be the primary point of contact for all incoming reservation calls and email requests, responding to all inquiries in a timely, thorough, and professional manner.
• Confirm all reservations by phone prior to the day of visitation.
• Using the table management software efficiently and effectively: strategically seat guests to utilize tasting room space, update table status in preparation of incoming reservations, and ensure wait times are kept to a minimum.
• Maintain and organize a wait list, notifying guests when tables are available using the reservation system.
• Work collaboratively with the Tasting Room Manager to organize and manage the customer experience.
• Assist with tasting room tasks such as pouring, greeting the public and basic assistance during peak volume times as needed.
• Outreach projects as assigned by management.
• Cross-training opportunities at Rutherford Hill Winery

Professional Qualifications

• Self-starter, clear communicator, positive team player, multi-tasker.
• Proficient in Microsoft Outlook, Word, Excel, CRM and Internet research
• Proficiency in Tock and E-Winery applications highly desired
• Wine knowledgeable and strong sales acumen
• Must be available to work weekends, some holidays and some evenings
• Ability to lift up to 50lbs

The Company is an equal opportunity employer and is committed to creating an inclusive workplace. We do not discriminate against applicants or employees on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, age, physical disability, mental disability, medical condition, genetic information, marital status, reproductive health decision‑making, military or veteran status, or any other characteristic protected by federal, state, or local law.

The Company is committed to providing reasonable accommodations to qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances, in accordance with applicable law. If you require an accommodation during the application or recruiting process, please contact HR.

The salary/rate range listed for this position is the range the Company reasonably expects to pay for this position at the time of posting. Actual compensation will depend on a number of factors permitted by law, including relevant skills, job‑related factors, experience, qualifications, geographic location, internal equity, and business needs. This position may also be eligible for bonuses, commissions, equity, and benefits, where applicable.