JOB TITLE: Wine Club & Reservation Coordinator
DEPARTMENT: Wine Club & Hospitality
REPORTS TO: Wine Club Manager
CLASSIFICATION: Hourly, Non-exempt
Born from our founder’s deep connection to the exploration of wines through his travels around the world, along with the undeniable draw of the inspirational spirit of Napa Valley, Sequoia Grove Winery is deeply rooted in community, place, and history. Our legacy and vision are built upon a community of passionate individuals who dedicate themselves to crafting wines that not only narrate the essence of the place but are also aimed at enriching the lives of those we share them with.
POSITION SUMMARY
This full-time position focuses on delivering exceptional customer service via phone, text, email, and web chat. Ideal for someone who enjoys guest interaction in an office setting, the Wine Club & Reservation Coordinator manages inquiries related to reservations, wine sales, shipping, and Wine Club membership, while also coordinating trade visits. Schedule: Tuesday–Saturday.
KEY RESPONSIBILITIES
Customer Engagement & Communication
•  Represent the brand through high-quality guest interactions.
•  Handle inbound/outbound calls, emails, texts, and web chats.
•  Upsell wine purchases and guest experiences.
•  Acquire and maintain in-depth knowledge of Sequoia Grove history and offerings.
•  Support occasional events, including some evenings.
Reservations
•  Manage communications with guests, members, and trade contacts.
•  Book and confirm reservations, collect payment, and record special details (e.g., dietary restrictions, special occasions).
•  Recommend appropriate experiences, upselling when possible.
•  Promote Wine Club enrollment to eligible guests.
•  Coordinate visits for Wine Club, trade, and consumers.
•  Update Tasting Room and Food & Wine teams on reservation changes.
•  Maintain Kobrand trade visit calendar and communication.
Wine Club & Direct-to-Consumer Support
•  Maintain customer database: update accounts, process cancellations, and track will-call orders.
•  Provide personalized service during Wine Club peak seasons.
•  Support club shipments: process orders, handle customizations, and follow up on declined transactions.
•  Maximize sales through campaigns, upsells, and phone/email communications.
•  Troubleshoot shipping issues and arrange redelivery.
•  Pack occasional orders and support Wine Club events.
•  Respond to urgent Wine Club inquiries on Saturdays.
•  Send handwritten notes for new members and special occasions.
QUALIFICATIONS
•  High school diploma required; Bachelor’s in Business or Communications a plus.
•  2+ years of sales/customer service experience, preferably in the wine industry.
•  Proven sales ability with strong verbal, written, and interpersonal skills.
•  Detail-oriented with accurate data entry and organizational skills.
•  Proficient in Microsoft Office; experience with POS, reservations, and E-commerce platforms preferred.
•  Familiarity with Napa Valley wineries and terminology is beneficial.
•  Able to work independently and handle multiple tasks.
•  Weekend availability required.
EXPECTATIONS
•  Consistent weekend shift with high professionalism.
•  Adherence to Sequoia Grove’s Standards of Conduct.
•  Team-oriented approach to customer satisfaction and sales success.
WORK ENVIRONMENT & PHYSICAL DEMANDS
Primary work in the DTC office, with occasional duties in the Tasting Room and Event spaces. Must be able to stand/walk for extended periods and lift up to 50 lbs.
Sequoia Grove Winery is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. (EOE M/V/F/D)