Estate Concierge

Reports To: DTC Manager
Type: Part-Time

Position Summary
As the first point of contact for every guest, the Estate Concierge sets the tone for the AXR experience. This role is responsible for creating a warm, polished, and memorable welcome while ensuring a seamless arrival process for all guests visiting the estate.

The ideal candidate is outgoing, organized, and passionate about hospitality. They enjoy engaging with people, thrive in a fast-paced environment, and take pride in anticipating guests' needs before they arise. Working closely with the hospitality, reservations, and back-of-house teams, the Estate Greeter helps maintain a smooth flow of guests throughout the property while delivering exceptional service that reflects the AXR brand.

Essential Responsibilities
•  Welcome all guests with genuine warmth and professionalism upon arrival.
•  Check guests in using Tock and verify reservation details.
•  Escort guests to their host or designated tasting location.
•  Communicate guest arrivals, special occasions, VIP visits, and timing updates with the team.
•  Manage guest flow to ensure tastings begin on time and the estate remains organized.
•  Assist with accommodating walk-in guests when availability permits.
•  Answer questions regarding tasting experiences, wines, the estate, and the Napa Valley region.
•  Assist with opening and closing procedures, tasting setup, and breakdown.
•  Restocking wine refrigerators and tasting supplies as needed
•  Offer recommendations for local restaurants, hotels, and attractions.
•  Maintain a clean, welcoming, and organized reception area, patio, and guest arrival spaces.
•  Monitor guest parking and assist with directing traffic during busy periods or events.
•  Support wine purchases and merchandise sales as needed.
•  Assist with event setup, guest check-in, and special winery events.
•  Answer incoming phone calls and direct inquiries appropriately.
•  Collaborate with the hospitality team to anticipate guest needs and ensure every visit exceeds expectations.

Qualifications
•  Previous hospitality, luxury retail, restaurant, hotel, or winery experience preferred.
•  Outstanding interpersonal and communication skills.
•  Professional appearance and positive attitude.
•  Strong organizational and multitasking abilities.
•  Comfortable using reservation and POS software (Tock & Commerce7 experience is a plus).
•  Passion for wine and willingness to learn about AXR's history, vineyards, and wines.
•  Ability to remain calm and gracious during busy periods.
•  Must be available to work Friday-Sunday, holidays, and special events.
•  Must be at least 21 years of age.
•  Bilingual (English/Spanish) is a plus.
•  Knowledge of Napa Valley wineries, restaurants, and local attractions.

Physical Requirements
•  Ability to stand and walk for extended periods.
•  Ability to lift up to 50 pounds, repeatedly.
•  Ability to work both indoors and outdoors in varying weather conditions.

What Success Looks Like
•  Every guest receives a warm welcome within moments of arrival.
•  Tasting experiences begin on time with smooth communication between departments.
•  Guest arrival areas remain clean, organized, and inviting.
•  Walk-in opportunities are converted into memorable experiences whenever possible.
•  Guests leave feeling personally welcomed and eager to return.

At our estate, hospitality begins long before the first pour. As our Estate Concierge, you'll play an essential role in creating unforgettable experiences and ensuring every guest feels like they are arriving at a private estate rather than simply visiting a winery.