Guest Concierge

Huneeus Vintners; St. Helena (CA); Presencial; USD 41.000 - 48.000; Tempo integral

Benefícios oferecidos por esta vaga

Competitive benefits

Employee wine membership

Employee discounts

Vacation and sick time

Educational programs

Resumo da vaga

Huneeus Wines LLC in St. Helena, CA is seeking a full-time Hospitality Concierge for Faust Haus, our wine visitor center.

The role delivers elevated guest service across reservations, sales, and account management, both on-site and for VIP requests, with a focus on ensuring an exceptional brand experience. Ideal candidates have 2–5 years in hospitality or customer service, strong wine knowledge, and proficiency with POS systems; must be 21+ and able to work weekends/evenings.

Qualificações

• 2-5 years of hospitality or guest-service experience.
• Shift availability on weekends, events, and holidays.
• Proficiency with POS systems and basic computer skills.
• Must be at least 21 years old and legally eligible to work.
• Ability to be licensed or certified as required by state/local regulations.

Responsabilidades

• Greet and host guests; manage reservations and scheduling.
• Promote sales and memberships; upsell elevated experiences.
• Share wine knowledge and communicate brand story to guests.
• Support visitor center operations, tastings, and events.
• Handle customer service inquiries and resolve issues promptly.

Conhecimentos

Hospitality experience

Customer service

Wine knowledge

Sales skills

POS proficiency

CRM usage

Ferramentas

POS systems

CRM

Descrição da vaga

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Faust VC, St. Helena, CA, US

Salary Range: $30.00 To $35.00 Hourly

Faust Haus is seeking a full-time talented and dynamic Guest Concierge for this fine wine visitor center.

Summary

The Hospitality Conciergeserves as a primary point of contact for guests and members, delivering elevated service across reservations, customer service, and sales. This role manages inbound guest inquiries, coordinates winery reservations and experiences, and assists members with account management, order placement, and event ticket purchases. The Hospitality Concierge proactively resolves service issues—including shipping inquiries, returns, and refunds—while ensuring every interaction reflects the brand’s commitment to exceptional hospitality. This role welcomes and hosts guests onsite as needed, ensuring a seamless and memorable experience that reflects the winery’s standards of hospitality.

*The following reflects essential functions for this role but does not restrict the tasks that may be assigned.

Reservations

• Effectively communicate guest experiences and calendar visits adhering to estate policies and consumer expectations
• Accurately capture all guest data, reservation data and special requests/notes
• Manage online calendar based on inclement weather, special events, etc.
• Respond to all guest emails, voice mails and answer service messages promptly
• Accommodate local partners (hotel concierge, drivers, etc.) and accommodate all visit requests in a timely manner
• Closely work with visitor center management to accommodate VIP requests
• Optimize the business impact of trade visitation through the trade tracker and feedback form
• Closely work with visitor center management on reservation strategy to maximize visitation opportunities
• Partner with the visitor center management team to track dietary restrictions, special requests, LTV, etc. for member events
• Manage RSVPs and wait list for all member events
• Drive business revenue targets through the sell-out efficiency of the reservation blueprint and upselling elevated experience offerings

Hospitality

• Greet and host guests
• Utilize strategic selling skills to encourage sales and membership sign ups
• Acquire and share wine knowledge effectively and accurately to guests
• Understand and fluent in brand story guidelines; able to clearly communicate these to the guest
• Host guests in the capacity of Estate Host as business needs demand
• Support visitor center operations, tastings, and onsite events
• Participate in visitor center tasting set-ups for groups of all sizes

Customer Service

• Generate DTC revenue via inbound and outbound sales
• Quickly and effectively resolve customer service issues using active listening, patience and ability to de-escalate the situation
• Able to turn customer service problems into opportunities
• Present additional purchasing or visitation opportunities relevant to customer history
• Develop long term, personal relationships with customers built on trust
• Reactivate and acquire new members
• Keep customer data up-to-date in the CRM
• Conduct proactive customer-service outreach (credit card updates, welcoming new members, etc.)
• Participate in brand trainings and wine tastings
• Facilitate donation requests in partnership and with the approval of the visitor center management team

Qualifications

• 2-5 years of hospitality experience with a background in customer service, wine education, wine sales, hotel/concierge work and/or wine clubs/loyalty programs.
• Shift scheduling: work weekends, events (including evenings), and some holidays
• Proficiency in Point of Sales (POS) systems and basic computer skills
• Must be at least 21 years of age
• Ability to be licensed, permitted, and/or certified by state and/or local regulatory bodies

Physical requirements

• Position includes extensive sitting, standing, walking
• Ability to lift heavy boxes (40-50 lbs.)

Huneeus Wines LLC is an Equal Employment Opportunity and Affimitive Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics.

Hourly rate rages from $30-$35 + competitive benefit's package, employee wine membership program and employee discounts, vacation and sick time eligible, complimentary educational programs, etc.