Estate Concierge
Position Type: Part-Time/Full Time
Work Model: Hybrid (Remote and in Office)
Location: Napa Valley
Reports To: Owner

Role Purpose
The Estate Concierge role exists to elevate every guest interaction into a seamless, refined wine country experience. This role is responsible for delivering polished communication, precise coordination, and intuitive service that reflects the highest standards of Napa Valley hospitality.
The Concierge serves as the operational and experiential bridge between client expectations and flawless execution.

Brand Standard
Every interaction must feel:
•  Intentional
•  Effortless
•  Warm yet refined
•  Discreet and professional

Core Responsibilities
Client Experience & Communication
•  Serve as a primary point of contact for all guest communication via email and phone
•  Respond promptly, courteously, and with brand-aligned language
•  Anticipate guest needs and proactively offer enhancements or upgrades
•  Maintain absolute professionalism in all client-facing interactions
Reservations & Itinerary Management
•  Coordinate winery, dining, and experiential reservations
•  Build, manage, and adjust itineraries with accuracy and discretion
•  Execute itinerary and booking changes independently when needed
•  Ensure all confirmations, timing, and details are meticulously reviewed
Calendar & Office Organization
•  Maintain an accurate and organized master calendar
•  Ensure all bookings are clearly documented and up to date
•  Support office organization and internal workflow efficiency
•  Keep internal systems clean, current, and intuitive
Client Data & CRM Management
•  Maintain and update the client database with precision
•  Document preferences, notes, and history for future reference
•  Protect client privacy and confidentiality at all times
Revenue Support
•  Identify opportunities to enhance guest experiences through thoughtful upsells
•  Present additional services in a refined, non-intrusive manner
•  Support the long-term growth of client relationships

Decision-Making Authority
The Estate Concierge is trusted to independently:
•  Adjust itineraries and reservations as needed
•  Resolve client-facing issues in real time
•  Communicate changes clearly and confidently

Success Benchmarks (First 90 Days)
•  Full ownership of concierge operations
•  Consistent, brand-aligned communication across all platforms
•  Zero missed details or preventable client issues
•  Demonstrated initiative and proactive problem-solving

Required Qualifications
•  Minimum 1 year of experience within the wine industry
•  Strong proficiency with Mac OS, Gmail, Excel, and AI-assisted tools (ChatGPT)
•  Exceptional organizational and time-management skills
•  Polished written and verbal communication
•  Local to Napa Valley with availability for in-person collaboration

Preferred Attributes
•  Deep familiarity with Napa Valley wineries, restaurants, and hospitality culture
•  Background in luxury hospitality, concierge, or high-touch service environments
•  Naturally warm, upbeat, and composed under pressure
•  Detail-oriented with an elevated sense of presentation

Professional Expectations
•  Maintain discretion and confidentiality at all times
•  Present a calm, polished demeanor regardless of circumstances
•  Uphold the brand’s reputation in every interaction
•  Operate with autonomy, accountability, and pride of ownership

Schedule & Seasonality
•  Flexible schedule
•  Weekend availability required as needed
•  Peak season: August through November

Growth Path
This role is designed to evolve. High performance may lead to expanded responsibility and advancement into a management-level position within 12–24 months.

Perks & Privileges
•  Invitations to select industry events
•  Access to exclusive hospitality experiences
•  Opportunity to cultivate a personal referral network or niche within wine country