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Guest Services Specialist

Domaine Serene Vineyards & Winery

Dayton, OR

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Job Description:

Guest Services Specialist

Domaine Serene seeks an experienced, driven Guest Services Specialist to build relationships and inspire customers on their wine journeys. We are looking to hire the best of the best—a hardworking and dependable team player, eager to learn and excel. The Guest Services Specialist is a full-time, benefitted position with highly competitive pay, eligible for our generous incentives and bonuses with opportunity for advancement. We offer a deep education in Oregon and Burgundian wines, and a rewarding career growth path for top performers.

We are Domaine Serene, America’s Most Acclaimed Winery. Founded in 1989 by Ken and Grace Evenstad, we are the only winery in the world to have secured a top 3 or better ranking for Pinot Noir and Chardonnay from Wine Spectator’s coveted Top 100 Wines of the Year list. Located at the top of the Dundee Hills in the Northern Willamette Valley, Domaine Serene’s picturesque Winery Hill Estate is home to one of the world’s most advanced winemaking facilities, and most luxurious tasting experience facilities. Evenstad Estates owns and meticulously manages over 1,000 acres of land, including 275 acres of hillside Pinot Noir and Chardonnay vineyards, all of which are dry-farmed and LIVE certified sustainable.

In 2015, the Evenstads purchased Château de la Crée, a 15th-century chateau and state of the art winery located in Santenay, Burgundy. With 25 acres of sustainably farmed vineyards throughout the Côte de Beaune, the French portfolio in Burgundy consists of three brands: Les Tourelles de la Crée, Château de la Crée, and Maison Evenstad.

Mission: The Guest Services Specialist provides an exceptional brand experience for consumers through the highest level of product knowledge, hospitality, and customer service. The Guest Services Specialist broadens our reach by nurturing both new and existing clients to further the Evenstad Estates brand. This person works as part of a highly skilled and flexible team that assists in generating sales and elevating guest experiences. This position plans visits and stays by coordinating appointments and planning with guests to ensure an optimal experience. This position also develops relationships with our VIP customers and local vendors, and actively promotes Domaine Serene’s wines and Wine Club.

Roles and Responsibilities:

•  Greets guests in a gracious and professional manner, confirming appointment status.
•  Gains and maintains familiarity with wine tasting options and describes them to guests.
•  Manages flow of guests for both scheduled appointments and walk-ins, and ensures they receive excellent customer service from the moment they walk through the door until the moment they leave.
•  Acts as focal point of communication for Hospitality team members throughout campus.
•  Works closely with all Hospitality staff to ensure a consistently exceptional guest experience with well-coordinated staffing.
•  Assists guests in setting up future appointments, including tasting room visits, private experiences and guest house stays.
•  Fosters long term relationships with Members and guests through active outreach.
•  Fosters long term relationships with VIP customers by communicating notes of customer preference or special occasions (birthday, anniversary, etc.) to host. Works with the Housekeeping team to provide flowers, dessert or similar add-ons to houseguests celebrating special occasions.
•  Assists with onsite and offsite events performing various duties as needed to help ensure the successful execution of events.
•  Greets and checks in house guests, manages guest house calendar and serves as the primary front of house point of contact with Housekeeping team to communicate details of the guest experience and necessary accommodations.
•  Ensures flow from reception to tasting room(s) is efficient and timely.
•  Oversees public folder internal email accounts.
•  Manages reservation system, training and maintenance.
•  Acts as a mentor for the professional development of the Guest Services Support staff.
•  Helps with daily supervision of Guest Services Support staff.
•  Hosts guests with whom extensive planning time is devoted to developing a long-lasting relationship.
•  Answers consumer questions over the phone including status of shipping orders and provides recommendations to visit our industry partners and membership benefits.
•  Provides additional guest services with itinerary building and partner referrals for Members, Corporate Members, and trade guests, including our sister winery in France.
•  Builds a network of local industry partners to encourage referrals from our neighbors and to project a positive image of Domaine Serene throughout the area.
•  Actively promotes the sale of Domaine Serene wines and Wine Club.
•  Actively oversees retail sales and the constant stocking of merchandise in the store.
•  Is comfortable in wine service and able to conduct tastings in the tasting room, educating guests on the wines and history of Domaine Serene.
•  Has a thorough understanding of Domaine Serene wines, winemaking techniques, and winery history.
•  Provides marketing support for daily activities in the tasting room, such as editing/printing/cutting tasting room order forms and collateral. Oversees off-site printing of signs, promotional material and tasting room display.
•  Communicates effectively using open, professional dialogue and solution focused communication.
•  Interacts with guests in a tasting room. Follows expectations outlined in Domaine Serene’s social distancing policy.
•  Works collaboratively in a team environment with a spirit of cooperation.
•  Maintains regular, reliable and punctual attendance. Position may require flexibility in hours and days worked and include some weekends or evenings.
•  Other duties and responsibilities as assigned.

Additional Information:

Job Posted:
Friday, January 14th
Type of Work:
Full Time
Job Level:

Contact Information:

Domaine Serene Vineyards & Winery
Raman Dhillon