Position Purpose

Under general supervision, the Guest Services Associate provides exceptional customer service to guests, enhances company brands, and facilitates communication across departments and to guests.

Functional Responsibility

Essential Duties

•  Ensures smooth operations of daily operations; including effective and appropriate communication, successfully managing traffic flow throughout the day, and overseeing that guest are being engaged and entertained
•  Greets all guests promptly and warmly; assist guest with questions, check-in and provides excellent service
•  Responsible for performing daily operational responsibilities, including opening and closing duties
•  Answers all incoming calls and emails promptly and professionally, addressing all inquiries; escalates to manager if guest needs additional assistance
•  Responsible for accurately processing transactions on register system
•  Assists customers with amending orders and following through on all levels; i.e., working within internal database, using proper notes, alerting any departments that may be affected by changes, etc.
•  Assists managers, teams, and guests during emergency responses
•  Recommends property experiences, including dining, tastings, pool, and events to guests
•  Proactively assists current members and sells new memberships
•  Keeps up to date regarding local events and points of interest, communicating information appropriately to customers
•  Keeps up to date with ABC regulation and adhering to established policies and procedures regarding the handling and service of alcoholic beverages
•  Works on special projects, events, and experiences

*Other duties may be assigned

Non-Essential Duties

*Other duties may be assigned

Minimum Requirements

Education and Experience

•  High school diploma or GED required
•  6+ months related experience preferred
•  Sales background desired

Certificates and Licenses

•  TIPS certified or certification; must be obtained within 30 days of employment
•  CA Food Handlers certification required; must be obtained within 30 days of employment

Knowledge, Skills, and Abilities

•  Organized and detail oriented
•  Ability to remain calm and customer focused, during times of high volume and traffic
•  Knowledgeable of safety protocols and emergency protocols
•  Ability to effectively communicate and provide exceptional customer service to diverse groups
•  Meets changing priorities in the workplace with flexibility and enthusiasm
•  Basic business math skills
•  Maintains a professional appearance and demeanor
•  Working knowledge of wine, wine industry and Sonoma County region
•  Proficient in retail and reservation software and Microsoft Office Suite (Word, Outlook, Teams, PowerPoint, Excel)
•  Ability to use multiple devices throughout role, including radios, computers, iPad's and phones
•  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

Working Conditions

•  Required to drive automotive vehicle or equipment
•  Indoor and outdoor environment with exposure to the elements/temperature variations
•  Exposure to weather-related temperature & humidity extremes
•  Shift Rotation
•  Required to wear PPE (Personal Protective Equipment)
•  Work in close quarters or confined spaces
•  Occasionally may be required to lift and carry cases of wine
•  Must be able to work evenings, weekends, and holidays as needed

Work Standards

•  Acts in a manner reflective of the Company culture of High Moral Standards, Innovation and Continuous Evolution, Trust in Team, Continuous Improvement, and Sustainable Relationships
•  Communicates, interacts, and works effectively with others; receptive to feedback and coaching; voices concerns in a constructive manner
•  Demonstrates commitment to safety first; communicates safety concerns; promotes a safe work environment based on established safety standards and training
•  Follows all Company policies and procedures

Additional Comments

Management retains the discretion to add to or change the duties of the position at any time.

California Pay Transparency Disclaimer: This is a Non-Exempt position. The pay range for this position is $16.00 to $23.03. It is not typical for an individual to be hired at or near the top of the range for their role. Actual placement within range will be contingent upon a number of factors, including but not limited to the candidate's qualifications, education, experience, internal equity and alignment with market data.

Delicato Family Wines is an Equal Opportunity Employer.