Reservation Agent

Gallo; St. Helena (CA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical and dental coverage

401k plans

Employee wine shop

Profit sharing

Job summary

GALLO in Saint Helena, CA is seeking a Reservation Agent to help create memorable winery experiences. You will assist guests with reservations, experiences, events, itineraries, wine purchases, and fulfillment questions across phone, email, websites, Tock, and other approved platforms.

Collaborate with Consumer Experience, Member Services, Events, Private Client Sales, and winery teams to ensure timely, accurate information and a consistent guest experience.

Qualifications

• Associates degree with 2 years hospitality or related experience.
• High school diploma with 4 years hospitality or customer service experience.
• Proficiency in MS Office suite.
• Excellent written and verbal communication.

Responsibilities

• Assist guests with reservations, experiences, events, itineraries, wine purchases and fulfillment questions across phone, email, websites, Tock and other approved platforms.
• Collaborate with Consumer Experience, Member Services, Events, Private Client Sales and winery teams to ensure timely, accurate information and a consistent guest experience.
• Maintain accurate customer and reservation information, assist with orders and shipment questions, and help coordinate events and winery activities.
• Stay current on winery offerings, wine club programs, systems, processes and shipping requirements to deliver exceptional service.

Skills

Hospitality experience

Call center

Customer service

Bilingual

Education

Associates degree

High school diploma

Tools

MS Outlook

MS Word

MS Excel

PowerPoint

Job description

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Location: Saint Helena, CA, US, 94574 Healdsburg, CA, US, 95448

We’re a family-owned company with a 90+ year legacy, that’s consistently recognized as a Glassdoor “Best Places to Work.” GALLO’s sustainably driven, luxury wine portfolio includes iconic brands like Rombauer Vineyards, Pahlmeyer, Orin Swift Cellars, Louis M. Martini, J Vineyards & Winery, and Maze Row Wine Merchant (U.S. importer and exporter of fine wines). You can find our complete portfolio here .

View our Corporate Values and Mission Statement here.

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.
• 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.

We are committed to providing competitive compensation, perks, and a culture that supports your well-being. Benefits depend on your work category and may include medical and dental coverage, 401k plans, profit sharing, pet insurance, company holidays, access to an employee wine shop, and more! Additional information will be provided before your first interview.

The Fine Print

• The Company does not sponsor for employment-based visas for this position now or in the future.
• We offer a broad salary range to allow for long-term growth. Actual compensation paid within the range will be determined by multiple factors, including, but not limited to, education, experience, knowledge, skills and abilities, internal equity, and alignment with market data. Although we estimate the successful candidate hired into this role will be placed between the entry point and middle of the range, the decision will be made on a case-by-case basis related to these factors. In addition to the salary, this position may be eligible for bonuses, incentive plans, or participate in tasting room tip pools, as applicable.
• This position will be based in the location(s) specified in the job posting and requires working on‑site with no telecommuting option. You will be expected to live within a commutable distance.
• It is the Company’s policy for job postings to be open to internal candidates for a minimum of 5 days and to external candidates, if applicable, for a minimum of 3 days.

Gallo’s policy is to afford equal employment opportunities to all applicants and employees and not to discriminate on the basis of race, traits associated with race, including but not limited to, hair texture and protective hairstyles (such as braids, locks, and twists), color, national origin, ancestry, creed, religion, physical disability, mental disability, medical condition as defined by applicable state law (including cancer and predisposing genetic characteristics), genetic information, marital status, familial status, sex, gender, gender identity, gender expression, sexual orientation (actual or perceived), transgender status, sex stereotyping, pregnancy, childbirth or related medical conditions, reproductive health decision making, age, military or veteran status, domestic violence or sexual assault victim status, or any other basis protected by applicable law. Nor will Gallo discriminate based on a perception that an individual has any of the foregoing characteristics or is associated with a person who has, or is perceived to have, any of those characteristics.

Gallo will comply with state and local laws prohibiting discrimination for lawful out‑of-work behavior, such as off-duty use of cannabis away from the workplace (subject to federal and state law exceptions), the existence of non-psychoactive cannabis metabolites in hair, blood, urine, or other bodily fluids as determined by a drug screening test (subject to federal and state law exceptions).

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gallo is committed to providing reasonable accommodation for candidates with disabilities in our recruiting process. If you need any assistance or accommodation due to a disability, please let us know at 209.341.7000.

Gallo is enrolled in the Department of Homeland Security's E-Verify program and will use the program to verify the employment eligibility of all newly hired employees as required.