Reservation Agent

Tasting Room Expo; California; On-site; USD 23,000 - 32,000; Full time

Job summary

Tasting Room Expo is seeking a Reservation Agent to help craft memorable winery experiences by handling reservations, itineraries, and orders across multiple brands and CA sites.

You will interact with guests via phone, email, and web platforms, ensuring accurate information and a consistent experience while supporting direct-to-consumer operations.

Qualifications

• Associates degree or equivalent with experience in hospitality/customer service.
• Proficient in MS Office (Outlook, Word, Excel, PowerPoint).
• Excellent written and verbal communication including spelling and grammar.
• Able to work 8:00 a.m.–6:00 p.m. with flexible schedules, evenings, weekends, overtime as needed.
• Experience with reservation, CRM, e-commerce, and order-fulfillment platforms.
• Ability to read, comprehend, and execute simple instructions and memos.
• Basic arithmetic (add/subtract/multiply/divide integers).
• Travel to company offices/sites for onboarding/training up to 5% of time.
• Must be 18+ years old.

Responsibilities

• Assist guests with reservations, experiences, events, itineraries, wine purchases, and fulfillment.
• Collaborate with Consumer Experience, Events, Private Client Sales, and winery teams.
• Coordinate multi-estate itineraries and handle orders or shipping questions.
• Maintain accurate customer and reservation information for D2C operations.
• Stay current on winery offerings, wine club programs, and shipping rules to deliver excellent service.

Skills

MS Outlook

MS Word

MS Excel

MS PowerPoint

Communication skills

Flexible schedule

Education

Associates degree + 2 years hospitality/customer service experience

High school diploma + 4 years hospitality/customer service experience

Tools

Tock

Commerce7

Wine Shipping

Help Scout

MS Teams Calling

Job description

Location: Saint Helena, CA or Healdsburg, CA
Schedule: Wednesday - Sunday

A Taste of What You'll Do

As a Reservation Agent, you’ll help create memorable winery experiences by serving as a knowledgeable and welcoming resource for consumers across our brands and locations. You’ll assist guests with reservations, experiences, events, itineraries, wine purchases, and fulfillment questions through phone, email, websites, Tock, and other approved platforms. You’ll collaborate closely with Consumer Experience, Member Services, Events, Private Client Sales, and winery teams to ensure guests receive accurate, timely information and a consistent experience. From recommending alternative experiences and local accommodations to coordinating multi-estate itineraries, you’ll use your attention to detail and customer-service skills to help each interaction run smoothly. You’ll also support direct-to-consumer operations by maintaining accurate customer and reservation information, assisting with orders and shipment questions, and helping coordinate events and winery activities. By staying current on winery offerings, wine club programs, systems, processes, and shipping requirements, you’ll help identify opportunities to deliver exceptional service while supporting our broader business goals.

What You'll Need

• Associates degree plus 2 years of hospitality, call center, business to consumer customer service, business to business customer service, direct to consumer marketing, or retail sales experience reflecting increasing levels of responsibility; OR High school diploma or State-issued equivalency certificate plus 4 years of hospitality, call center, business to consumer customer service, business to business customer service, direct to consumer marketing, or retail sales experience reflecting increasing levels of responsibility.
• Skilled in the use of MS Outlook, Word, Excel, and PowerPoint at an intermediate level.
• Possess excellent written and verbal communication skills including spelling, grammar, and punctuation.
• Required to be available to work scheduled hours between 8:00 a.m. and 6:00 p.m., including flexible schedules, evenings, weekends and occasional overtime based on business needs.
• Knowledge of and experience using reservation, customer service, customer relationship management, e-commerce, and order-fulfillment platforms.
• Skilled in reading, comprehending, interpreting and executing simple instructions, short correspondence and memos.
• Skilled in adding, subtracting, multiplying and dividing using whole numbers.
• Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation. This may be in addition to travel requirements, if applicable, as listed in this job description.
• Required to be 18 years or older. This may be in addition to other age requirements, if applicable, as listed in this job description.

How You'll Stand Out

• Bachelor's degree; OR Associates degree plus 4 years of call center, business to consumer customer service, business to business customer service, direct to consumer marketing, or retail sales experience reflecting increasing levels of responsibility.
• Prior event reservations experience.
• Bilingual abilities in both oral and written forms of communications. Experience responding to the public on behalf of a company, its products and brands.
• Wine industry experience.
• Experience using Tock, Commerce7, Wine Shipping, Help Scout, Microsoft Teams Calling, or similar reservation, e-commerce, fulfillment, and customer service platforms.
• Experience supporting multi-brand or multi-location hospitality operations, wine club programs, private client sales, events, or direct-to-consumer order management.