Guest Experience and Reservations Coordinator

Overview:

Originally planted in the 1880’s, Bouchaine is the oldest continuously operating winery in Carneros, a region on the southern tip of Napa Valley. Bouchaine is a sustainable, family-owned premium winery whose commitment to excellence has resulted in growing recognition for our award-winning wines. Our 100-acre estate is nestled against the bay where the wind and fog from San Francisco bring beautiful layers and vitality to our wines. We make over 20 wines including Pinot Noir, Chardonnay, Riesling, Gewurztraminer, Pinot Gris, Pinot Meunier, Syrah and Merlot. At Bouchaine, our focus is to craft wines with the elegance of Burgundy, the exuberance of California, and the terroir of Carneros. With a commitment to quality and a passion for excellence, Bouchaine Vineyards has garnered a loyal customer base. We are now seeking a Guest Experience and Reservations Coordinator to join our team.

Job Description:

The Guest Experience and Reservations Coordinator is the customer-facing voice of Bouchaine, responsible for managing winery bookings, including tastings, group experiences, and events, while collaborating with the Direct-to-Consumer and winery teams to ensure smooth operations. This role also supports sales efforts through outbound calls and personalized customer service, aiming to increase revenue and wine club memberships. Additionally, the Coordinator maintains accurate customer records, generates reports, and assists with administrative tasks. As the customer’s first point of contact with Bouchaine, the candidate must provide excellent customer care, striving for the highest level of customer satisfaction and loyalty by identifying customer needs and providing timely assistance that meet and exceed customer expectations all via phone, email, and in-person interactions.

This position is full time, Thursday – Monday onsite at Bouchaine Vineyards in Napa, CA.

Essential Duties & Responsibilities include:

Winery Reservations – 40%
•  Courteously answer inquiries and assist customers with reservations for tastings, group tastings, experiences, events, or orders, providing a compelling overview of the wines and experiences to drive bookings and revenue.
•  Collaborate with the Hospitality team to optimize guest bookings and maintain high service standards, communicating reservation updates (late arrivals, cancellations, walk-ins, etc.) to the team to ensure smooth operations.
•  Build and maintain relationships with key local hospitality partners, ensuring updated contact information is accessible to the team. Coordinate bookings of special requests for falconry and other group experiences, or forward to Events as appropriate.

Sales and Customer Service – 30%
•  Support sales and event campaigns through outbound calls and follow up emails, focusing on generating sales and acquiring/reactivating wine club members.
•  Manage Bouchaine’s main phone and email, providing prompt and courteous responses, providing personalized service to club members, and redirecting inquiries as needed.
•  Resolve customer service issues in a patient and courteous manner, ensuring timely and knowledgeable support, leaving the customer with a positive impression.
•  Responsible for maintaining current knowledge of Bouchaine products and offerings, events, and in-house and area functions, as well as alcohol service standards.
•  Support the successful fulfillment and delivery of customer orders; help fulfill club pickups, and proactively contact customers regarding order delays, delivery issues, credit card updates, or wines for pick up.
•  Work collaboratively across all departments and update management on experience feedback or re-occurring issues. Make recommendations to enhance and improve the experiences based on guest comments and personal observations.
•  Provide backup/support for Hospitality staff when directed by leadership.

Customer data base maintenance and administrative support – 20%
•  Maintain accurate customer records, tags, and reservations notes in Tock and CRM to build a comprehensive customer profile to provide personalized service.
•  Generate monthly reports on bookings and visitation, and support DTC compliance.
•  Address issues with the phone service provider and assist with updates.

Other duties – 10%
•  Attend and participate in scheduled staff meetings, tastings, and other team events.
•  Additional duties and projects as assigned

Job requirements:
Education/Experience: High School diploma or GED and one to two years administrative experience in the hospitality/luxury sector required.

Knowledge, Skills & Abilities:
•  Prior Reservationist/Customer Service experience in hospitality/luxury goods sector required.
•  Exceptional in your care, attention and attitude toward customers, and team, maintaining a friendly, cheerful and courteous demeanor at all times.
•  Demonstrated effective written and verbal communication skills with excellent attention to detail.
•  Strong computer, organizational, problem solving, and time management skills.
•  Proficiency in Tock, Wine Direct, OUTLOOK, WORD, EXCEL, and Microsoft programs preferred.
•  Wine industry experience or knowledge and passion preferred.
•  Ability to work independently and as a team and remain calm under pressure.
•  If you are mature, polite, positive, hard-working, team oriented, with a “can do” attitude and a good sense of fun, you will fit in well with our small, professional hospitality team.
•  Professional appearance and demeanor
•  Ability to sit or stand for extended periods of time and to ascend and descent stairs.
•  Ability to lift and move 50 pounds

Type of Work: Full Time
Job Category: DTC, Tasting Room and Retail
Job Level: Associate
Compensation: $23 - $27/hr plus additional gratuities and incentives
Schedule:
•  8 hour shift
•  Thursday to Monday (Tuesday & Wednesday off)