Create a world-class Brand Home Visitor Experience at Chandon. A home that will be a COMMUNITY HUB for all. A home that will celebrate the NATURAL BEAUTY of the area. A home that will devote itself to the CELEBRATION OF CRAFTSMANSHIP. A home situated in the HEART OF NAPA. A home that will embody our founder’s MAVERICK SPIRIT. A home that will UNLEASH THE POTENTIAL of the Chandon world.
The culture of Chandon emphasizes training, product knowledge, and sincere hospitality. Our beliefs are shared through the five pillars of our business.
We live the sparkling life while creating genuine connections, with both OUR PEOPLE and OUR GUESTS. Caring and investing in OUR HOME, and the communities we operate in. Efficiently sustain and grow OUR BUSINESS in both revenue and profits. Born of French heritage, BRAND HOME is our journey of greatness together while embracing its adopted California perspective with a casual vibrancy.
OUR PEOPLE | TEAM CULTURE AND COMMUNICATION
Leadership, Training and Education
Partially facilitate and fully participate in all training sessions including but not limited to the following topics. Wine and Food, Sales Excellence, Service Excellence, Safety and Security
Lead Guest Experience team by attracting, recruiting, training, and appraising talented personnel
Support the development of training targets, KPI’s, policies, and procedures for new and existing team members
Effectively coach staff on customer service standards, sales techniques, and efficient teamwork
Provide a two-way communication and nurture an ownership environment with emphasis in motivation and teamwork
Responsible to developing and publishing weekly schedules of direct reports
Ensure communication of policy changes, events, and daily functions is timely and is clearly understood.
Attend/ Conduct Brand Home Leadership meetings in order to stay updated with goals, new releases, new programs, and all other educational materials
OUR GUESTS | GUEST EXPERIENCE & CLUB CHANDON
Create a High-Quality Visitor Experience
Manage all day-to-day Guest Experience operations within budgeted guidelines and to the highest standards. Examine daily duties, assign tasks and check on progress
Ensure the brand is being properly communicated with each visitor interaction through messaging staff professionalism. Coach and provide upscale guest service experiences for clients throughout their visit
Oversee welcome, check-in and retail purchase procedures, including reservations and financial transactions
In collaboration with Wine and Food Experience Manager team monitor daily bookings and ensure assigned tables are prepared prior to arrival
Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns. Actively resolve complaints.
Actively lead communication with our guests through social media platforms such as Yelp, Trip Advisor and Tock. Ensure all neutral or negative reviews are responded to
Analyze customer feedback from post reservation surveys and social media reviews and suggest ways to improve ratings
Recommend local tourist spots, including places to dine, shop and sight-see
Establish friendly relationships with our community and local Concierges to support grow our reputation within the Valley
Provide leadership, based on experience, through changes by identifying and overcoming obstacles and creating efficiencies
Work closely with VIP and Trade Coordinator in creating memorable Experiences for Trade and VIP Guests.
Act as main liaison between Club Chandon and Chandon Home team ensuring monthly goals are met. Implement new strategies and training where needed.
Control labor cost through effective scheduling as appropriate to business needs
OUR BUSINESS | FINANCIAL RETURNS
In collaboration with Director of Chandon Home Experiences establish successful yield strategies to efficiently manage reservation (Tock) potential maximizing availability and revenue.
Lead all aspects of Chandon Home reservation system (Tock) such as updates, new experiences, blueprints, availability planning and team training.
Establish daily team targets, KPI’s to successfully meet monthly revenue and wine club acquisition goals
Drive up-sell initiatives for Experience upgrades, wine and food add-ons as well as take home experience (retail sales)
Manage point-of-sale system and daily opening and closing, with accuracy, receiving either cash or credit card, without over-short. Ensure all credit and financial transactions are handled in a secure professional manner
Health Care Plan (Medical, Dental & Vision)
Paid Time Off
Training & Development with World Class Platforms
Wellness Resources (Lifestyle reimbursements)
Wine allocation and discounts
LVMH exclusive benefits
CHANDON California is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment.