Summary of Position
This position is to be the voice of HALL Wines, responsible for answering incoming telephone calls and e-mails, handling or forwarding as appropriate. This person’s voice should reflect a positive attitude, professionalism and genuine appreciation for the caller’s (writer’s) requests or purpose for contacting us.
This role is based in the St. Helena office spending the majority of their time on the telephone and/or on the computer. The primary duty is to provide personal assistance with reservations for tours and tastings and general information about the winery. These communications are both inbound and outbound, in order to keep our tours and experiences full committed. In addition, this role will also provide order and wine club entry assistance to the Direct to Consumer teams, with special assistance to the hospitality group.
Incoming Calls, E-Mails and visitors to the offices: Answer and accommodate all incoming telephone calls and general e-mail inquiries. Forward communications to the appropriate departments and persons where specialized assistance is needed, but make an effort to answer any questions while on the call. When office guest arrive, welcome them and notify the appropriate staff member of their presence.
Outbound Calls/E-Mails: Call guests to reconfirm all tour reservations, obtain additional information (contact details, event details, billing details, special requests, allergies, etc.) and note it on their contact and attendance records. Assist in pre-calling and confirming guests where HALL and WALT are hosting large events. When our properties have availability, communicate these openings to Concierges, DMCs and anyone who is a strong source of reservation business.
Reservations and Bookings: Learn and be capable of explaining the differences between our winery properties (HALL and WALT) and each guest experience available. Make reservations for winery visits and events, reconfirm reservations, provide directions and details (hours, costs, inclusions, dress code, etc.). Understand Partner, Member, Trade, Interwinery and general Guest benefits and be able to clarify these while booking each experience. Understand our hospitality and event policies so you are empowered to make special requests.
Assist Trade, Direct to Consumer and Administrative staff and the owners by making reservations on their behalf.
Wine Club/Mailing list information and Order support: Be an expert on our membership options, their benefits and the systems we use to gather a members’ information. Weekly, verify that new members’ data is accurate in the Magento system, with special attention to email, shipping states and payment information. Communicate to appropriate staff members when data is missing or incorrect, and keep the signups filed so they are easily entered and located when the data is corrected. Ensure information is complete and accurate by continually verifying and updating member information.
Provide order support to the hospitality teams by accurately placing new shipping orders in the Magento system. Make sure to use the proper cashier for commission tracking. This role will be measured by their data accuracy and completeness. Understand the item skus, state shipping rules and restrictions. Be knowledgeable with our wines, and participate in staff tastings. Communicate by providing a receipt to the member, guest or patron.
When needed, assist the Membership Services team with adding consumer information to the CRM database. During the holiday and other impacted seasons, assist order placement. Assist in club releases by updating address and credit card information. Work on projects as directed including Member recovery campaigns and data collection.
Other responsibilities: Assist the Director of Membership with other administrative duties. Handle other projects and responsibilities as the business requires.
Minimum Eligibility Requirements
1.Previous experience in hospitality service preferably in a winery setting. Strong communication skills, verbal and written, with attention to detail.
2.Enjoys telephone work and engaging our Members and Guests.
4.Sense of urgency and commitment to deadlines.
5.Computer skills – Intermediate proficiency in MS Outlook, Excel, Word and Internet. Ability to learn and utilize POS and CRM Software.
6.General bookkeeping and record keeping skills.
7.Must agree to participate in random drug testing as required. HALL maintains a drug-free work environment.
No phone calls please.