Wine Experience Reservations Specialist

Wine Industry Expo; Napa, Northern (CA, KY); Hybrid; USD 29,000 - 35,000; Full time

Job summary

Mumm Napa is seeking a Reservations Specialist to ensure accurate bookings of winery experiences and assist with planning and executing special events for external and internal customers. The role covers weekend coverage and occasional evening events.

Responsibilities include handling reservations, upselling experiences, coordinating with tasting room staff, and maintaining reservation systems, while staying knowledgeable about wines and winery experiences.

Qualifications

• Demonstrated customer service experience and ability to build relationships.
• Ability to multitask, solve problems, prioritize daily tasks and operate autonomously on certain days.
• Excellent interpersonal and communication skills, both written and verbal.
• Team player with enthusiastic outlook and creative mind.
• Computer proficiency: Word, Excel, Outlook, Reservation Systems, and ability to learn and operate transactions within winery POS systems.
• Passion for wine, customer service and event planning.
• Must be able to work weekends as well as select holidays and occasional evenings.
• Must be 21 years or older
• Must be able to lift 50 pounds

Responsibilities

• Responds to consumer and trade visit inquiries for questions related to visiting the wineries and accurately secures reservations.
• Understands the winery story, basic winemaking techniques and can articulate this in an eloquent and hospitable manner over the phone to consumers, for site visits and with guests at hosted events.
• Confirms reservations and clearly captures the necessary information in the reservation system so the tasting room staff can provide an experience that represents the customer’s expectations.
• Upsells various experiences and thinks creatively to accommodate guest requests by maximizing available space under the winery use-permit requirements.
• Communicates reservation levels and stays in constant communication with the tasting room, particularly on busy weekend days, to ensure a smooth guest visitation flow.
• Manage large group reservations and coordinate with the tasting room for staff and scheduling needs.
• Manage reservation system to ensure flow of guest reservations. Update availability based upon staffing and weather conditions within the parameters set by the Visitor Center Manager.
• Prepares paperwork for tasting room Supervisors including reports for upcoming reservations, reservation cards and event orders.
• Provide excellent customer service with outbound phone calls, using appropriate phone etiquette, and communicating effectively and efficiently.
• Ability to work seamlessly across multiple systems to perform duties as needed for customer requests.
• Maintain current and comprehensive knowledge of all wines, including Trinchero portfolio wines, and winery experiences.
• Service club member and consumer incoming phone, email, SMS and live chat requests.
• Sales order processing, monthly individual sales targets assigned.
• Outbound phone call lists for wine club service and wines sales as assigned.

Job description

Mumm Napa is seeking a Reservations Specialist to ensure accurate bookings of winery experiences and assist with planning and executing special events for external and internal customers. The role covers weekend coverage and occasional evening events.

Responsibilities include handling reservations, upselling experiences, coordinating with tasting room staff, and maintaining reservation systems, while staying knowledgeable about wines and winery experiences.