Position Summary
The Concierge delivers gracious, intentional hospitality by creating a seamless and welcoming experience for guests and teammates from first contact through departure. With a strong service heart and exceptional attention to detail, this role ensures guests feel genuinely expected through thoughtful preparation, warm engagement, and personalized interactions. Acting as a brand ambassador, the Concierge collaborates closely across the hospitality team, steps in where needed, and helps sustain a zero-friction, high-touch environment. Accountability, teamwork, and a growth mindset are essential to upholding service standards, supporting relationship-building efforts, and contributing to a safe, inclusive culture.

Values in Practice
We Serve – We Focus on Excellence - We Deliver on Commitments
Service Heart & Preparedness
•  Demonstrate a genuine service heart by delivering gracious, intentional hospitality to guests and teammates.
•  Prepare for each day’s visits by reviewing reservations, guest notes, special occasions, and expectations so guests feel truly expected.
•  Anticipate needs, remove obstacles, and create a seamless experience from first contact through post-visit follow-up.
•  Practice active listening and intentional conversation to personalize each interaction and elevate the guest experience.
Brand Representation & Storytelling
•  Represent the winery and its brands with professionalism, enthusiasm, and authenticity.
•  Confidently share the brand story, estate highlights, and hospitality philosophy to create a meaningful sense of place and connection.
•  Act as a brand ambassador in all guest interactions.
Teamwork & Accountability
•  Support a collaborative service culture through proactive communication, knowledge sharing, and mutual support.
•  Take ownership when service standards are not met and partner with leadership to resolve issues and prevent recurrence.
•  Maintain discretion and confidentiality regarding guests, trade visitors, and internal winery operations.
Commitment to Excellence & Growth
•  Exhibit a growth mindset by welcoming feedback, embracing continuous improvement, and adapting to evolving guest and business needs.
•  Participate in daily pre shift communication and follow safety expectations to help maintain a safe, inclusive, and engaged environment.
Community & Stewardship
•  Uphold respect for the estate, land, and community by aligning daily actions with sustainability, outreach, and responsible hospitality principles.

Essential Duties & Responsibilities
The following reflects management’s definition of the essential functions of this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities at any time to accommodate business needs, reasonable accommodations, or other circumstances.

Guest Welcome and Experience
•  Greet every guest with a warm, gracious welcome and create a memorable first impression; greet club members by name whenever possible.
•  Engage guests in thoughtful conversation to gather information that supports personalized service.
•  Demonstrate foundational knowledge of the winery’s history, vineyard sites, winemaking philosophy, and current releases.
•  Monitor and maintain the appearance, comfort, and ambiance of guest-facing areas.
•  Support Tasting Room Hosts as needed to ensure smooth service flow.
Reservations & Scheduling
•  Accurately use reservation systems, CRM platforms, and POS tools to document guest interactions and preferences.
•  Respond promptly and professionally to appointment requests and guest inquiries.
•  Prepare and distribute daily appointment schedules and communicate changes to relevant teams.
•  Actively manage the reservation system to maximize occupancy by converting waitlisted guests into confirmed appointments as availability opens.
Concierge Services and Support
•  Provide knowledgeable guest recommendations and assist with reservations for hotels, restaurants, spas, and other wineries.
•  Respond professionally to guest concerns, escalating issues as appropriate to ensure timely and positive resolution.
•  Assist with end-of-day closing procedures and other operational duties as assigned.
•  Build and maintain relationships with industry concierges to generate referrals and support visitation.
•  Support the Guest Services team and execute special initiatives or programming as assigned.
•  Provide administrative support for tasting room operations as needed.

Qualifications
•  2-3 years’ experience in a winery DTC, hotel or restaurant setting.
•  RBS and Safe Food Handling certification
•  Excellent written and verbal communication skills (via telephone, e-mail, text and face-to-face) are required.
•  Proficiency in POS systems and CRM software. Experience with Tock, Commerce 7, and MS Teams a plus.
•  Must be 21 years of age or older.
•  Must be able to lift 40 lbs.
•  Must be able to work in a standing position for long periods of time.
•  Ability to work indoors and outdoors.
•  Flexibility to work weekends, holidays, and varying schedules.