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Guest Relations Coordinator / Concierge

Estate Host

Three Sticks Wines is a premier producer of Pinot Noir and Chardonnay wines. We have an immediate opening for a Guest Relations Coordinator/Concierge to join our amazing hospitality team at “the Adobe”, our spectacular tasting room located off Sonoma square. This is an incredible opportunity to join a talented and passionate team in a company that values a strong work culture! YOU WANT TO WORK HERE!

JOB DESCRIPTION

The Guest Relations Coordinator/Concierge plays a pivotal role in the overall guest experience at Three Sticks Wines. The ideal candidate is a seasoned professional who is passionate about wine and understands luxury brand hospitality. The successful candidate has guest relations/concierge/reservation management experience with a drive to continue learning and growing in their profession. You will work with hospitality team to ensure guests are provided with specialized, high-touch customer experiences through person- to-person engagement. Driving sales through effective reservation management and the “guest experience” is key to this role. To succeed in this role, the Guest Relations Coordinator must be extremely organized, engaging, and must flourish working collaboratively with others as well as independently. This is a full-time position reporting to the Hospitality Manager. The primary responsibilities include (but are not limited to) the following:

CONCIERGE RESPONSIBILITIES:
•  Provide a unique and appropriate guest experience reflective of the brand philosophy and identity resulting in wine sales
•  Responsible for the customer journey – #1 priority
•  Greet and direct all visitors professionally and pleasantly
•  Enter and manage accurate reservations and monitoring protocols (scheduling and confirming reservations and ensuring proper staff is available for all reservations made)
•  Accurately capture all guest data, reservation data, and special requests/notes within the reservation system
•  Manage calendar based on inclement weather, special events, etc.
•  Develop and maintain positive relationships with all local partners (hotel concierge, drivers, etc.)
•  Responsible for contacting guests within 24 hours of initial contact (info, event, outreach, follow up after winemaker dinners, etc.).
•  Provide concierge services for VIP guests and club members (assist with restaurant reservations, building itineraries, etc.)
•  Answer all incoming calls, voicemails, and emails within 24 hours of receipt in a professional and pleasant manner
•  Manage and respond to general inquiries (voice-mail, email, walk-in)
•  Business Development – develop strong relationships with complementary service providers
•  Maintain & track active relationships with referral partners and keep referral channel healthy, warm and active
•  Communicate referral sources and success of relationships with Adobe Manager & tasting room team
•  Coordinate the execution of Thank You Notes with hosts to guests – ensure they go out in a timely manner
•  Coordinate & set-up all media tastings. Communicate media details to team/host. Work with Brand Coordinator on format
•  Execute a high level of customer service and relationships with clients- going above and beyond, organizing welcome gifts, items for special occasions etc.
•  Hold a high level of detail and upkeep on our CRM system through profile builds and order tracking
•  Assist in the booking of virtual hospitality, providing confirmation emails/calls, links, and staffing for all VTs
•  Assist Onsite Event Coordinator with maintaining RSVP event lists (release parties, club events, wine downs, industry events, etc.)
•  Assist Onsite Event Coordinator with the coordination & set-up of media tastings

QUALIFICATIONS

GENERAL RESPONSIBILITIES:
•  Host informal tastings – including wine club member garden tastings, VIP, trade and special tastings
•  Liaison between Tasting Room & outside food vendors – booking, confirming and executing food & wine pairing experiences
•  Process customer sales as needed
•  Interact with all staff (at all levels) professionally and pleasantly
•  Assist Brand Coordinator with execution of charitable requests/fulfillment
•  Assist with offsite events (coordination and execution) when necessary
•  Assist DTC Sales with wine order packing & shipping (incl. holiday wine shipment & order placements). Mark orders as picked-up when completed
•  Assist with stocking of wine
•  Provide administrative support for the Tasting Room on a variety of tasks including ordering office supplies, sorting and distributing mail, and running office-related errands
•  Bus food and wine, wash and buff glasses and dishes, assisting with set up and break down of tastings and reset tasting room when necessary

QUALIFICATIONS:
•  3+ years of concierge experience (wine industry/tasting room experience preferred)
•  A true passion and knowledge for wine, wine production, and the history of winemaking
•  Strong computer skills including experience with winery POS systems and Microsoft Office
•  Excellent written, phone, and interpersonal communication skills
•  Strong ability to anticipate and prioritize conflicting needs and apply sense of urgency
•  High energy, self-motivated, with integrity
•  Warm, friendly, and gracious personality
•  Strong ability to follow up and follow through, proactive and resourceful
•  Available to work over-time on an “as-needed basis”
•  Ability to lift and carry up to 50 lbs.

COME JOIN OUR TEAM!