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Guest Service Team Lead

Boisset Collection

Sonoma, CA

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Job Description:

Position Summary: The Guest Services Team Lead is responsible for upholding the customer service standards held by the Boisset Collection and ensuring that the Guest Service team upholds those standards as well. The Team Lead guides by example, working on and dividing daily tasks among team members. Daily tasks include responding to guests via email, phone and webchats, and assisting with inquiries and concerns for six brands. A strong work ethic, knowledge of multiple brands and properties, multi-tasking and attention to detail is necessary in this role. AMS experience a plus.

Essential Functions:

The Guest Services Team Lead should be prepared to guide the team in the following areas:

Prior Customer Service Experience, preferably with high volume phone inquiries

•  Assuring customer service and satisfaction standards are met

•  Knowledge of correct procedures and systems

•  Working with multiple internal departments and outside partners to achieve a high level of professionalism and cohesion

•  Working at winery events as needed

•  Providing ongoing training, motivation, and correction when necessary to improve team function

•  Elevating staff’s wine knowledge of Boisset Collection and general wine knowledge

•  Ensure the team is informed regarding promotions, events, reservation details, and that guidelines are being met

•  Ensure appropriate staffing/schedules, providing input into team hiring and training

Additional Functions:

•  Comply with all company safety policies, practices, and procedures. Participate in safety training and report all unsafe conditions or work practices.

•  Participate in team efforts and perform additional duties as needed.

•  Timely Recording Keeping in Workforce Now – ADP

Necessary Skills:

Language: Ability to speak and understand basic English required for all positions.

•  Ability to read and interpret documents such as memos, instructions, policies, and manuals. Ability to write routine reports and correspondence. Ability to present information effectively to groups of customers and/or employees and participate in one-on-one and small group situations.

Math:

•  Ability to add, subtract, multiply, and divide accurately, using standard American units of currency, weight, volume, and/or distance. Ability to recognize and correct inaccuracies when using calculator or computer spreadsheet.

Logic:

•  Ability to apply common sense understanding to a variety of tasks and duties. Ability to adapt to minor changes in routine, solve basic problems, and work with moderate supervision.

Computer:

•  Possess basic computer skills and familiarity with software programs such as word processing and spreadsheets.


Education, Experience, Certificates, Licenses:

•  High School diploma or GED; or 1-3 months related experience or training; or equivalent combination of education and experience.

•  Current, valid Driver’s License, insurable driving record, and proof of current automobile insurance required.

Physical Requirements:

•  Moderate physical activity performing occasional somewhat strenuous activities including standing, walking, climbing, reaching, and carrying. Manual dexterity sufficient to reach, handle items, and work with the fingers. Requires lifting and moving objects up to 20 lbs. in weight. Clear vision (close and distant) and ability to adjust focus. Hearing adequate for telephone, office, and group conversation.

Work Environment:

•  Primarily in a well-lighted, heated and/or air-conditioned indoor setting with adequate ventilation. Periods required in an un-heated indoor setting (wine cellar) with changing conditions. Short periods outdoors while conducting tours or moving between buildings. Moderate noise levels typical of public space: music sound system, public conversations, telephones/cell phones, large groups.

Schedule and Travel Requirements:

•  Variable schedule: primarily a set schedule but may require weekends, periodic evenings, and/or periodic or seasonal overtime.

•  Position does not normally require overnight travel.

Boisset Collection is an equal opportunity employer.

Proof of Covid-19 vaccination required at time of start.

Additional Information:

Job Posted:
Friday, August 5th
Type of Work:
Full Time
Job Level:
Mid-Level