Guest Experience & Events Coordinator

Crimson Lane Vineyards; Linden (VA); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

Compensation commensurate with experience

Employee wine discount

Paid onboarding and continued wine education

Job summary

A boutique winery in Virginia is seeking a Guest Experience & Events Coordinator. This role involves managing guest inquiries, coordinating bookings, and providing exceptional customer service. You will act as the primary contact for guests, ensuring a seamless experience. Ideal candidates have 2+ years in luxury hospitality, strong communication skills, and proficiency in Microsoft Office. Weekend availability is required. Perks include a competitive salary and employee wine discounts.

Qualifications

• 2+ years experience in high-touch customer service roles preferred.
• Experience managing high volume emails and phone inquiries.
• Proficiency in Microsoft Office/Google Workspace is required.
• Experience with reservation platforms (Tock, OpenTable) or winery CRMs (WineDirect, Commerce7) is a major plus.

Responsibilities

• Manage primary inbox and phone line for guest interactions.
• Coordinate custom itineraries and manage bookings.
• Assist with on-site private events to ensure seamless delivery.
• Act as the primary administrator for Tock, ensuring inventory accuracy and detailed guest profiling.
• Translate guest visions into actionable plans for kitchen and service teams; support on-site events and wine club gatherings.
• Update guest profiles with preferences and dietary needs.
• Ensure menus, tasting notes, and welcome emails are on-brand and current.

Skills

Strong communication skills

Problem-solving abilities

Attention to detail

Proficiency in Microsoft Office/Google Workspace

Customer service

Tools

Reservation platforms (Tock, OpenTable)

Winery CRMs (WineDirect, Commerce7)

WineDirect/Commerce7

Job description

Guest Experience & Events Coordinator

Crimson Lane Vineyards is a boutique, appointment-only estate in Linden, Virginia, dedicated to purposeful viticulture and the production of structured, Bordeaux-style blends. Our ethos ”Elevated but Relaxed" defines everything we do. We are not just a winery; we are a destination for intentional connection. Because we operate on a reservation-only basis with strict capacity limits to preserve intimacy, our guest service begins long before a glass is poured. We are a team that believes in the "tenacity" required to produce excellence, both in the vineyard and in our service standards.

Who You Are:

The Voice of the Vineyard: You are the "Command Center" for all guest interactions. You are the first point of contact for every potential visitor. Your primary mission is to manage the high volume of incoming inquiries (email and phone) with grace, speed, professionalism and precision. You are the gatekeeper of our calendar and the architect of our guests' first impressions.

• You are a Communicator: You understand that all responses are a form of hospitality. You can write and respond to inquiries clearly, grammatically, and warmly, without sounding robotic. You can convey the "Crimson Lane vibe" through email, text and over the phone.
• A Positive Problem Solver: If you love organizing chaos, crafting the perfect email, and finding the “yes” within the logistical “no” this is the position for you.
• You Don’t Mind the "Desk Work": You understand that delivering seamless customer service or an event requires hours of computer time. You find satisfaction in clearing an inbox and organizing a calendar.
• You are "Gracious Under Pressure": When the phone is ringing and a guest is asking for an exception to policy, you remain calm, kind, and professional.
• You are detailed: You notice the small things, when a date is wrong, a name is misspelled or when little things don’t line up.
• Your Experience: 2+ years in a high-touch customer service role (Luxury Hospitality, Concierge, Executive Assistant, or Guest Relations preferred). Experience in high-volume email management is more valuable to us than large-scale event production experience.
• Technical Knowledge: Proficiency in Microsoft Office/Google Workspace is required. Experience with reservation platforms (Tock, OpenTable) or winery CRMs (WineDirect, Commerce7) is a major plus.
• Schedule: Must be available to work weekends (Saturdays/Sundays) as these are our peak operational days for events and inquiries.

Transparency Alert

This is not primarily a creative event design role. This is a communication, logistics, and hospitality role. The majority of your week will be spent managing a busy inbox, fielding phone calls, and coordinating the intricate details that make a visit seamless.

What You Will Do:

The Day-to-Day

Guest Inquiry Management & Concierge Services

• Main Contact: Manage the primary inbox and phone line. You will field all daily inquiries. Responding in a time that reflects our luxury standards.
• Guest Liaison: Educate guests on estate policies (Adults Only, No Pets, Max Group Size) with warmth and firmness.
• Booking Coordinator: Coordinate custom itineraries for proposals, VIP tastings, and small groups; manage deposits and internal availability.
• System Lead: Act as the primary administrator for Tock, ensuring inventory accuracy and detailed guest profiling for the floor team.

Private Event Logistics

• The Paper Trail: Manage contracts, invoices, insurance certificates, and timelines once an event is booked.
• Internal Liaison: Translate guest visions into actionable plans for the kitchen and service teams.
• Execution Support: Assist with on-site private events and wine club gatherings to ensure seamless delivery.

Administrative & Operational Support

• CRM Hygiene: Update guest profiles with specific preferences and dietary needs to ensure personalized service.
• Menu & Collateral Management: Ensure all digital and physical menus, tasting notes, and welcome emails are current and on-brand.
• General Support: Assist the General Manager and Assistant Manager with office tasks, reporting, and special projects.

Perks & Compensation

• Compensation Commensurate with Experience
• Full-Time
• Employee wine discount
• Paid onboarding and continued wine education

If you’re ready to bring your wine experience and people skills to a boutique winery setting, we’d love to hear from you.