OBJECTIVE: The Hospitality Liaison/Concierge will embody and communicate the culture and philosophy of the Harlan Domain. The Hospitality Liaison/Concierge will act as a conduit for all pertinent information between guests and patrons and various functions within the organization. Uses exemplary communication and attention to detail to surpass expectations with patrons and guests. This role will work closely with existing and new referral sources focusing on effectively yielding availability at the winery. This is a full-time role with benefits requiring regular weekend work shifts.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Communication, planning, and hospitality operations
•  Manage hospitality inquiries via phone and email from existing patrons, guests, and referral sources, acting as a gracious and poised gatekeeper to accommodate guests’ needs
•  Provide elevated administrative support to the hospitality operation
•  Manage a seamless arrival experience for patrons and guests at the winery
•  Create internal and external correspondence and communication in alignment with the Domain's voice
•  Capture all pertinent information about existing patrons and guests and ensure detailed communication and notes within reservation set-up
•  Responsible for managing the winery calendar and strategically placing demand in collaboration with the Liaison team
•  Assist with research for guest profiles
•  Collect, record, and update our database with personal preference, acquisition history and objective hospitality observations throughout the reservation process
•  Assist with coordinating wine allocation collection visits as needed
•  Assist with special projects, as needed
•  Participate in special on-site winery events, as needed
•  Maintain awareness of hospitality activity
•  Send a handwritten, personalized, thank you note when applicable to referral sources
•  Provide informed and curated recommendations for patrons and guests, as needed
•  Other duties as assigned

NON-ESSENTIAL DUTIES & RESPONSIBILITIES
•  Performs all related duties as assigned

QUALIFICATIONS & REQUIREMENTS
•  A minimum of 4 years of elevated guest or hospitality experience
•  College degree desirable
•  Passionate and knowledgeable about wine and winegrowing, arts, culture, culinary, with a willingness to broaden knowledge base
•  Strong interest in hospitality
•  Breadth of interest across many subjects and depth of knowledge with interest to continue learning
•  Proficient in Microsoft Excel, Word, Outlook
•  Ability to work in multiple systems with accuracy and experience such as Microsoft Dynamics and V360.
•  Willingness and ability to:
o Work at a desk using a computer for extended periods of time
o Lift and handle materials weighing up to 40 pounds
o Work overtime whenever required
o Stand on hard surface for extended periods
o Grasp, stoop, squat, climb stairs, push or pull, carry, and reach over shoulder
•  Valid California driver’s license

SKILLS & TRAITS
•  Excellent phone manner
•  Detail oriented, strong organizational skills yet adaptable to changing conditions when needed.
•  Warm and welcoming demeanor
•  Collaborative
•  Positive outlook, and ability to work under pressure
•  Personable and attentive to guests and associates
•  Natural and comfortable confidence in communication
•  Strong relationship building and interpersonal skills
•  Excellent verbal and written communications skills
•  Good listener
•  Self-aware, humble, and professional.
•  Respects structure, process and routines that result in an exceptional guest experience.
•  Honest and trustworthy