Located in Rutherford, Napa Valley, Round Pond is a family-owned and managed estate with vineyards, gardens, and orchards. In a region renowned for producing wines of great character and complexity, our handcrafted estate wines, artisan olive oils and red wine vinegars reflect our family's dedication to producing world-class food and wine while preserving this esteemed land.

We are currently looking the Guest Services Coordinator. This position is a key point of contact for Round Pond's Club Members and guests. Therefore, exemplary communication skills, a professional, warm, and welcoming demeanor, excellent attention to details, and a high level of customer service are required to ensure that all guests receive an experience that is congruent with the philosophy and ethos of Round Pond. Success in this position requires the ability to build strong guest rapport, creating long-term and loyal relationships, multi-task, problem solve, pay attention to guests needs, input data and process orders. Under the direction of the Director of Guest Experience, the Guest Services Coordinator will be the first line of contact for customer service inquiries, and complete other assigned projects as assigned.

Membership/Guest Service:
•  Provides excellent guest service, assist with special requests thoroughly and accurately, provide shipment tracking, and handle returns, while driving loyalty.
•  Ensures a high-touch guest experience that supports Round Pond’s mission.
•  Be responsive, gracious, and creative in solving customer problems or complaints, and proactive in anticipating guests needs.
•  Coordinates will-call orders with concierge and ensures a smooth experience.
•  Engages customers by demonstrating the highest degree of genuinely warm and friendly, professional telephone, e-mail, and texting service experiences.
•  Maintains customer database including contact and billing information, membership status, ensuring all data entry is current and accurate on a regular basis.
•  Work with fulfillment warehouse and carriers to ensure timely and accurate shipment, shipping reroutes, address changes, recalls, call tags of all direct-to-consumer wine shipping orders. Monitoring and documenting to ensure a smooth delivery for our guests.
Tasting Room:
•  Assists with hosting club events as needed.
•  Recognizes club member visits by greeting them and providing an extra personal touch to help increase tenure when available.
•  Engages customers by demonstrating the highest degree of genuinely warm and friendly guest service.
•  Be the lead liaison for all guests including current and prospective members.

Minimum Qualification / Requirements:
- College degree preferred.
- 1 year of hospitality, restaurant, public relations, communications, or sales experience reflecting increasing levels of responsibility.
- Good listener, personable and attentive to guests, member’s needs.
- Strong relationship building with excellent verbal and written communications skills.
- Team player.
- Detail oriented, strong organizational skills yet adaptable to changing conditions when needed.
- Passionate and knowledgeable about wine, food, & wine pairing, winemaking, with a willingness to learn.
- Ability to work under pressure.
- Computer skills to include intermediate MS Word, Excel, Access and PowerPoint, and POS.
- Valid driver’s license and clean DMV record.
- Required to be at least 21 years of age.
- Required to lift and move up to 40 pounds frequently.

This is an onsite position. Compensation offered will depend upon numerous job-related factors, including but not limited to candidate qualifications, skills, experience, education, location, and alignment with market data. The company reserves the right to modify the range in the future.

Round Pond is an Equal Opportunity Employer. You are welcome at Round Pond for who you are, no matter where you come from. So, bring us your humility, personal experience, your perspectives, and your background.