Guest Experience Lead - Winery & Events

ADP, Inc.; St. Helena (CA); Sur place; USD 25 000 - 30 000; Plein temps

Résumé du poste

Clif Family Winery is seeking a proactive Guest Experience Coordinator to be the first contact for guests, manage reservations, and support on-site events in St. Helena, CA.

You will coordinate hospitality experiences, oversee room activations, tastings, and partnerships, while delivering warm, high-touch service to every guest. The role requires strong hospitality knowledge, excellent communication, and the ability to multitask across reservations, events, and guest support in a boutique winery

Qualifications

• Undergraduate degree or equivalent experience in hospitality.
• Wine education or training is preferred.
• Strong knowledge of Napa Valley wines, wine and food pairings, and the local wine industry is a plus.
• High-level customer service and hospitality skills with attention to detail.
• Exceptional verbal and written communications.
• Ability to multitask and remain calm and friendly under pressure.
• Proficiency in Microsoft Office, CRM tools, reservation platforms, and POS systems.

Responsabilités

• Serve as the main point of contact for reservations.
• Covers calls and the shared inbox Tuesday-Saturday.
• Answer and respond to all incoming reservation requests, changes, and cancellations, guiding guests through the booking process.
• Assess guests’ needs and match them with the appropriate Clif Family experience.
• Accurately build and manage reservations with detailed notes and align with staffing needs.
• Maintain knowledge of hospitality offerings and ensure special requests are recorded across systems.
• Document and escalate guest concerns to ensure timely resolution.
• Deliver exceptional hospitality and service to every guest.
• Coordinate setup and logistics for conference room activations and events.
• Pour at hotel pourings and other off-site events to promote Clif Family.
• Support events, experiences, and other hospitality projects.
• Build and maintain relationships with concierges, drivers, and industry partners to drive referrals.
• Coordinate Sip & Support partnerships and donations via Approved for Good platform.
• Share relevant Clif Family events on community portals and support partnerships.
• Team with Customer Support on inquiries, manage member accounts, and process membership orders.
• Provide tracking information and assist with shipment questions and member needs.
• Develop knowledge of Clif Family wines, clubs, and promotions.
• Respond to online reviews using approved playbook; maintain brand voice.
• Engage with Clif Family Winery’s social media to boost online community.

Connaissances

Customer service

Hospitality

Communication

Multitasking

Problem solving

Attention to detail

Proactive

Team player

Formation

Undergraduate degree or equivalent experience in hospitality

Outils

CRM tools

Reservation platforms

POS systems

Microsoft Office

Description du poste

Clif Family Winery is seeking a proactive Guest Experience Coordinator to be the first contact for guests, manage reservations, and support on-site events in St. Helena, CA.

You will coordinate hospitality experiences, oversee room activations, tastings, and partnerships, while delivering warm, high-touch service to every guest. The role requires strong hospitality knowledge, excellent communication, and the ability to multitask across reservations, events, and guest support in a boutique winery