Guest Services Associate - Ram's Gate Winery

Tasting Room Expo; Sonoma (CA); On-site; USD 42,000 - 52,000; Full time

Job summary

Ram’s Gate Winery in Sonoma seeks a Guest Services Associate to welcome guests, manage reservations, and support a polished, high-touch tasting room experience. You will coordinate arrivals, seating, and member inquiries, collaborating with Wine Educators and culinary teams to ensure a seamless visit.

This role requires weekend/evening availability, comfort with hospitality technology, and a passion for delivering exceptional guest service at a renowned winery.

Qualifications

• Experience in luxury hospitality or winery operations preferred.
• Exceptional verbal and written communication skills.
• Passion for delivering personalized, high-touch guest experiences.
• Comfortable handling reservations, sales orders, shipping, and membership inquiries.
• Familiar with hospitality tech including Tock, POS, CRM, and Office tools.
• Relaxed under pressure with a proactive, solution-oriented approach.

Responsibilities

• Welcome each guest warmly from arrival through departure.
• Support guest arrivals, reservation flow, seating coordination, and readiness.
• Manage reservations and seating details with accuracy in Tock.
• Communicate updates and guest preferences to Wine Educators, culinary, concierge, and management.
• Assist with memberships, purchases, and related inquiries.
• Maintain an organized, welcoming guest reception area reflecting Ram’s Gate standards.
• Collaborate with hospitality, culinary, concierge, and management teams to ensure a seamless experience.

Skills

Customer service

Verbal communication

Written communication

Hospitality tech

Tools

Tock

POS systems

CRM

Microsoft Office

Job description

Guest Services Associate - Ram's Gate Winery

Perched atop the rolling hills of the Carneros AVA, where the San Francisco Bay meets the edges of Napa and Sonoma counties, Ram’s Gate Winery stands as a testament to craftsmanship rooted in respect for the land and a steadfast commitment to sustainability. Founded in 2011 by Proprietor Jeff O’Neill, Ram's Gate produces fresh, expressive wines that capture the essence and diversity of Sonoma County’s most renowned vineyards. The 28-acre Ram’s Gate Estate Vineyard is Regenerative Organic Certified®, one of the highest distinctions in sustainable agriculture today, reflecting a holistic approach that nurtures soil health, biodiversity, and ecological balance. This seamless harmony between land and craft extends to the winery’s tasting room, where guests are invited to experience thoughtful winemaking, genuine hospitality, and elevated culinary pairings.

Responsibilities

• Welcome each guest with warmth and professionalism, ensuring they feel personally valued from arrival through departure
• Serve as a polished first point of contact for the winery, supporting guest arrivals, reservation flow, seating coordination, and overall guest readiness
• Manage reservations, guest notes, and seating details through Tock with accuracy, efficiency, and attention to pacing
• Proactively communicate reservation updates, guest preferences, special requests, and timing needs to Wine Educators, culinary, concierge, and management teams
• Anticipate spoken and unspoken guest needs, responding with warmth, discretion, and professionalism at every touchpoint
• Assist members with customizations, allocations, pickups, account updates, membership sign-ups, and general membership inquiries
• Support guest sales orders, shipping questions, pickup coordination, and related transaction needs with accuracy and care
• Capture and maintain accurate guest preferences and visit details to support personalized service and long-term relationship building
• Develop a strong understanding of Ram’s Gate wines, estate experiences, culinary offerings, shipping guidelines, and membership benefits in order to guide guest inquiries with confidence
• Support wine sales and membership engagement through thoughtful guest assistance, order coordination, and seamless handoff to the appropriate team member
• Assist with winery and membership events, including setup, execution, guest engagement, and overall event flow
• Maintain a polished, organized, and welcoming guest reception area that reflects Ram’s Gate service standards
• Collaborate closely with hospitality, culinary, concierge, and management teams to ensure a seamless and elevated guest experience
• Adapt gracefully to changing priorities and guest needs in a fast-paced environment
• Perform additional duties as assigned

Qualifications

• 1+ years of experience in luxury hospitality, customer service, sales, or winery operations preferred
• Exceptional verbal and written communication skills with a natural ability to engage guests and colleagues professionally
• Passion for delivering personalized, high-touch guest experiences with polished attention to detail
• Comfortable supporting guest inquiries related to reservations, sales orders, shipping, membership, and estate offerings
• Comfortable using hospitality and reservation technology, including Microsoft Office, Tock, POS systems, and CRM/member platforms
• Adaptable, composed under pressure, and able to make thoughtful decisions in a fast-paced, dynamic environment
• Collaborative, team-oriented mindset with a proactive and solution-oriented approach
• Availability to work weekends, evenings, holidays, and special events as needed
• Required Certifications: California Food Handler Certification and California Responsible Beverage Service (RBS) Certification (within 30 days of employment)
• Must be at least 21 years old

Cultural Behaviors

O’Neill team members are Forward Thinkers. Hard Working without Drama. Friendly Problem Solvers who work as One Team to Always Deliver.