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Seasonal Associate, Guest Services

Location: Geyserville, California

Job Summary: Francis Ford Coppola Winery is a high-energy, professional workplace dedicated to offering outstanding customer service, while having fun along the way. We are looking for individuals who share our passion and commitment to creating an unforgettable experience for our guests. The primary functions of this position is to provide exceptional customer service to guests on the property, enhance Francis Ford Coppola Winery company image and facilitate communication across departments and to guests.

 

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

 

Safety Statement: All employees shall follow safe practices according to the injury and illness Prevention Policy (IIPP), render every possible aid to safe operations, and report all unsafe conditions or practices immediately to any management employee or People Operations.

 

Essential Duties and Responsibilities 

40% 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.

40% 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.

20% 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.
  • Ability to solve practical problems and deal with a variety of concrete variables.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • 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.

Physical Demands:

N (Not Applicable)-Activity is not applicable to this occupation.

O (Occasionally)-Occupation requires this activity up to 33% of the time (0-2.5 + hrs/day)

F (Frequently)-Occupation requires this activity from 33% - 66% of the time (2.5-5.5 + hrs/day)

C (Constantly)-Occupation requires this activity more than 66% of the time (5.5 + hrs/day)

 

Stand-C, Walk-F, Sit-O, Handling/Fingering-C, Reaching Outward-C, Reaching Above Shoulder-F Climb-O, Crawl-N, Squat or Kneel-O, Bend-F, Working at the Computer-F

Lift/Carry

 

Push/Pull

 

Other Physical Requirements

10 lbs or Less

F

 

12 lbs or Less

O

 

Vision (Near, Distance)

11 lbs to 20 lbs

F

 

13 lbs to 25 lbs

F

 

Sense of Sound (i.e. Machinery/Tractor Sounds)

21 lbs to 50 lbs

F

 

26 lbs to 40 lbs

F

 

Sense of Touch

51 lbs to 100 lbs

N

 

41 lbs to 100 lbs

O

 

Ability to wear Personal Protective Equipment (steel toe boots, safety glasses)

 

Over 100 lbs

N

 

Over 100 lbs

O

 

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Posted: February 25, 2019

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