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Seasonal - Guest Services Associate

Location: Geyserville, California

Essential Duties and Responsibilities 

Guest Services:

  • Greet guests promptly and warmly; over the phone and in person.
  • Answer all incoming calls promptly.
  • Create a memorable experience for all guests who enter the property.
  • Build relationships by engaging them in authentic, personable conversation.
  • Actively sell tastings and tours, promote property features and coordinate guest check-in.
  • Be consistently professional in all of your communication; verbal, written and non-verbal.
  • Ensure messaging is consistent and is in line with direction given by your manager.
  • Respond to guest inquiries and concerns promptly and with courtesy.
  • Keep up-to-date regarding local events, communicating information appropriately to customers.
  • Responsible to distribute promotional materials to guests.
  • Keep up-to-date with ABC regulation and adhering to established policies and procedures regarding the handling and service of alcoholic beverages.
  • Promote Wine Family Memberships.

Communications:

  • Answer all customer phone calls.
  • Reply daily to all Guest Services email and continuously communicate with customers as needed.
  • Assist customers with inquiries, making experience and restaurant reservations, and answer all customer questions.
  • Build relationships by engaging them in authentic, personable conversation.
  • Assist customers with amending orders and following through on all levels (i.e. working within internal database, using proper notes, alerting any departments that may be affected by changes, etc.).
  • Actively sell tastings and tours and promote property features.
  • Ensure that all customers are receiving the best possible customer service and always have pleasant consumer experiences.
  • Be consistently professional in all of your communication; verbal, written, highly organized, accurate, and detail oriented.
  • Ensure messaging is consistent and is in line with direction given by your manager.
  • Respond to guest inquiries and concerns promptly and with courtesy.
  • Promote Wine Family Memberships and assist with any membership issues.
  • Coordinate all guest communications in dealing with complaints and other issues directly related to the Hospitality/Restaurant operation and communicate details to manager in a timely manner.

Daily Operations:

  • Ensure smooth operations of daily operations; including effective and appropriate communication, successfully managing traffic flow throughout the day and overseeing that guests are being engaged and entertained.
  • Perform opening and closing duties.
  • Responsible to schedule guests for public tours, private tours, large group tastings and cabine rentals.
  • Accountable to enter and manage scheduled reservations in computer reservation system.
  • Responsible for accurately processing transactions on register system.
  • Maintain that the Guest Reception Desk and Courtyard remain clean and tidy according to established standards and policies.
  • Maintain stock of all printed materials for office and front desk.
  • Support the Tasting Room Staff, Rustic Team, Pool Café, and Life Guard Team with information and communication.
  • Collect contact information from guests.
  • Assist managers with emergency response.
  • Take on additional duties and special projects as requested.

 
Job Requirements

Education/Experience:

  • High school diploma or GED required.
  • One to two years related experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills & Abilities:  

  • Warm, personable demeanor.
  • Flexible and a team player.
  • Customer Service focused with a sincere desire to create a memorable guest experience.
  • Self-motivated and professional with the ability to multi-task.
  • Excellent communication skills.
  • Highly organized, accurate and detail oriented.
  • Weekends, Holidays and some evenings required.
  • Ability to maintain a positive work atmosphere by communicating effectively with clients, management, peers, and subordinates.
  • Strong sales background.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to speak effectively before groups of customers or employees of the organization.
  • Computer proficiency in database management, MS Office, (Word, Excel), Internet, RMS.

Other:  

  • TIPS certification or certified within 90 days of employment.
  • CA Food Handlers certification required.
Posted: August 08, 2019

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