Frog’s Leap Winery has been owned and operated by the Williams’ family since 1981. You can learn more about our history and philosophy on our website (www.frogsleap.com). It’s important to know up front that we are passionate in our Mission to make wines of terroir, responsibly farmed, sustainably produced and joyfully shared | Hacer vinos de terroir (terruño), cultivados con responsabilidad, producidos de manera sostenible, y compartidos con alegría | and, if you decide to join us in the role of Guest Services, we’ll ask you to support our Vision to be a model for the accord between good business, good farming and world citizenship | Ser modelo para el acuerdo entre buenos negocios, buena cultivación, y ciudadanía mundial. We believe every member of our team has something important to contribute to our collective success, and we seek to hire capable and committed team members from diverse backgrounds, perspectives and interests.

Providing a vital role in the day-to-day operations of Frog’s Leap, the Guest Services position will coordinate multiple levels of guest experiences and interactions. A solid working knowledge of our property and guest capacity is crucial in determining how our Hospitality Team will provide a memorable experience and high level of service to our incoming guests.

Working in concert with the Hospitality Manager and Assistant Tasting Room Manager, the Guest Services role will facilitate routine inquiries, assess guest needs, provide alternatives, and answer Frequently Asked Questions.

RESERVATIONIST / RECEPTIONIST RESPONSIBILITIES
•  Our goal is to answer all incoming calls during business hours 9am–5pm daily with a warm, welcoming, service-forward tone. “Thank you for calling Frog’s Leap, how may I direct your call?”
•  As first point of contact, answer and route inquiries via phone and email
•  Monitor visit@frogsleap.com inbox, responding to/answering basic questions, and forwarding along more elaborate questions to the appropriate point of contact
•  Assist interested guests and fellows via phone and email with booking their wine experience, taking time to educate them about our experience options and matchmaking with the program best suited to guests’ interest and availability. Also, noting special requests and information helpful to our Wine Specialists in creating a personal experience for guests in their Tock appointment/profile
•  Follow Hospitality Management guidelines on seating times, accommodations for Fellows and guests under 21, and tour start times
•  Follow Hospitality Management guidelines on calendar limitations due to Fellowship commitments, special programming, weather, heat or staffing
•  Monitor general voicemail box messages and return calls as needed
•  Create Client Profiles in Tock/Commerce 7 for upcoming reservations
•  Other light administrative duties as needed to support the administrative and hospitality teams + guest experience
•  Coordinate with others in Reservationist/Receptionist roles to coordinate hand-offs and check in on outstanding to-dos to ensure consistent and high-quality experience for incoming guests
•  Coordinate breaks and time away with Supervisor and Hospitality Managers to ensure consistent coverage during business hours
•  Re-recording auto-attendant greetings on an as-needed basis. Ex. prior to holidays, in the case of winery closure

GREETER RESPONSIBILITIES
This is a nuanced position that requires a fundamental knowledge of our culture and hospitality, our reservation system, the Winery and its history, our Wine Club Members and to a certain extent, Napa Valley as a whole. Being able to think “on your feet”, be gracious but firm and know when and when not to make exceptions. As the Greeter, you will be our guest’s first point of contact with hospitality and very likely set the tone for their entire experience. The Greeter is responsible for warmly welcoming all guests - receiving guests with reservations and redirecting guests without.

•  Greeter will greet guests and confirm their reservation using an iPad provided to them
•  If guest has reservation, the Greeter will follow process to check in
•  If the guest does not have a reservation, the Greeter will assist in making a reservation
•  Greeter will be provided a “if this, then that” training, which will be further developed by Management

SKILLS AND QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily in a team-like fashion. The requirements listed below are representative of the knowledge, skill and/or ability required.

•  Excellent organizational skills
•  Proficient computer skills and comfort with phone, reservation and POS systems
•  Highly motivated, self-starting, accurate, thorough and detail-oriented
•  Ability to maintain a positive work atmosphere by communicating effectively with management, peers, and visitors. Adhere to a culture of “yes.”
•  Must be a person of high integrity and commitment and possess a strong work ethic

EDUCATION AND EXPERIENCE
No diploma or degree is required for this role, but excellent written and spoken English is required. Conversational Spanish is a plus, fluency is a major plus.

WORK ENVIRONMENT
The work environment of this position involves working with others and alone for periods of time. This position requires working inside at a computer station and also outside in a variety of weather conditions. One must be able to lift 40-lbs.
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BENEFITS
Frog's Leap offers a generous and comprehensive benefits package. The core health insurance components include medical, dental and vision with additional benefits such as life, disability, flexible spending acct, 401(k) with company matching, paid time off, paid holidays, discounts and many more.