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Estate Concierge

Ashes & Diamonds Winery

Napa, CA

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Job Description:

Ashes & Diamonds
JOB DESCRIPTION
________________________________________________________________________
TITLE: Concierge
OBJECTIVE: The Concierge is responsible for representing Ashes & Diamonds in guest communications and providing general guest assistance via phone and email correspondence.

ESSENTIAL DUTIES & RESPONSIBILITIES:

•  Schedule, book, and modify reservations as necessary following established guidelines.
•  Provide excellent customer service by handling customer requests, complaints, and questions with a calm and professional demeanor.
•  Have a general understanding of and be able to communicate the various guest experiences, member benefits, and reservation options Ashes & Diamonds provides.
•  Book reservations for our club members, VIP guests, and referral partners with the priority they deserve.
•  Provide timely and professional responses to phone and email inquiries.
•  Guide guest communications and inquiries to their respective departments.
•  Occasionally assist the tasting room with greeting and seating guests during busy periods on the weekends.
•  Follow booking guidelines as established by A&D Hospitality Management.
•  Develop a broad understanding of how to book, charge, and refund reservations using our reservation system Tock.
•  Develop detailed guest profiles for A&D guests using our reservation system Tock.
•  Track and record daily Tock charges and refunds in our CRM platform WineDirect.
•  Track referral reservations for the concierge team and provide guests with approved information about our referral partners and partnership agreements.
•  Develop accommodating and friendly communication with our referral partners.

JOB REQUIREMENTS:

•  40 hours per week schedule which includes weekends and some holidays
•  High School Diploma
•  2 to 3 years of Direct-to-Consumer experience
•  Must be proficient in Microsoft Office
•  Excellent customer service and telephone skills
•  Excellent verbal and written communication skills
•  Ability to read, understand, and follow written and verbal instructions
•  Ability to perform simple arithmetic
•  Ability to work in a fast-paced environment with accuracy and efficiency
•  Must have excellent organizational skills to manage priorities and workflow, and the ability to follow through on projects with minimal supervision
•  Ability to work independently and as a member of department team while transcending conflict
•  Commitment to excellence and high standards
•  Must demonstrate strong problem-solving and analytical skills with acute attention to detail
•  Ability to remain professional when under pressure
•  Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
•  Must be highly dependable with acute attention to detail
•  A passion for wine and hospitality

PREFERRED ATTRIBUTES:

•  College Degree is preferred
•  Winery or restaurant experience a plus
•  Experience with Tock reservation systems
•  Experience with WineDirect customer relation management system

PHYSICAL REQUIREMENTS:

•  Lift and handle materials weighing up to 25 lbs.
•  Stand on hard surface for extended periods
•  Grasp, stoop, squat, climb stairs, push or pull, carry, and reach over shoulder

ALIGNED VALUES – Successful employees will share in our values:

•  Humility
•  Teamwork
•  Patience
•  Trustworthiness
•  Passion
•  Adaptability
•  Accountability
•  Drive

Additional Information:

Job Posted:
Wednesday, October 13th
Type of Work:
Full Time
Job Level:
Associate
Salary Information:
$24-$27 based on experience