Concierge
Position Summary

Raymond Vineyards is seeking a part-time Concierge to oversee reservations, guest flow, and tasting room logistics while ensuring a seamless arrival and seating experience. This role serves as the operational hub of the tasting room, managing reservations through Tock, coordinating with the Tasting Room Manager, and supporting wine educators to deliver a smooth, well-paced service.

The Concierge also supports the Raymond Vineyards brand by monitoring and responding to guest feedback across online platforms. This role is eligible for commission and tips.

Essential Functions

The Concierge Coordinator is responsible for the following:

Reservation & Tock Management
•  Actively manage and monitor reservations through Tock before and during service
•  Accurately check in guests while managing real-time updates, timing, and availability
•  Proactively optimize seating, pacing, and table utilization within Tock

Guest Flow & Seating Coordination
•  Seat reservations and walk-in guests with support from the Tasting Room Manager
•  Assign tables to wine educators based on section, timing, and service flow
•  Maintain awareness of tasting room capacity and overall service rhythm

Front-of-House Operations
•  Serve as the primary point of contact at the concierge desk during service
•  Answer phone calls on weekends and assist with booking reservations
•  Support guests with reservations at Raymond Vineyards and assist with booking experiences at sister properties when needed

Online Guest Feedback & Reputation Management
•  Monitor and respond to guest reviews on TripAdvisor, Yelp, and Google
•  Address feedback professionally, promptly, and in alignment with brand voice and service standards
•  Escalate guest concerns to the Tasting Room Manager when follow-up or resolution is required

Cross-Department Communication
•  Communicate clearly with the Tasting Room Manager and wine educators regarding reservations, timing, special notes, and guest needs
•  Ensure the team is informed of daily reservations, events, and operational adjustments

Professional Standards
•  Ensure reservation policies and service guidelines are followed consistently
•  Maintain a polished, welcoming, and professional presence at all times

Additional Responsibilities
•  Comply with all company safety policies, practices, and procedures
•  Participate in safety training and report unsafe conditions or work practices
•  Assist with additional duties as needed to support team operations
•  Maintain timely and accurate record keeping in Paycor

Required Skills & Abilities
Language
•  Ability to speak and understand basic English
•  Ability to read and interpret memos, instructions, policies, and manuals
•  Ability to write routine reports and correspondence
•  Ability to present information to customers and employees in group or one-on-one settings

Math
•  Ability to add, subtract, multiply, and divide using standard American units
•  Ability to recognize and correct inaccuracies when using calculators or spreadsheets

Logic & Problem Solving
•  Ability to apply common-sense understanding to daily tasks
•  Ability to adapt to minor changes in routine and solve basic problems with moderate supervision

Computer Skills
•  Basic computer proficiency required
•  Familiarity with reservation systems such as Tock
•  Experience with word processing and spreadsheets
•  Commerce7 experience is a plus

Education & Experience
•  High School Diploma or GED required
•  1-3 months of related experience or training preferred (or equivalent combination of education and experience)
•  Valid Driver's License, insurable driving record, and proof of automobile insurance required

Physical Requirements
•  Moderate physical activity including standing, walking, reaching, and carrying
•  Ability to lift and move objects up to 20 lbs
•  Manual dexterity sufficient for handling items and working with fingers
•  Clear vision (close and distant) and adequate hearing for phone and in-person communication

Work Environment
•  Primarily indoors in a well-lit, climate-controlled environment
•  Periodic work in an unheated indoor setting (wine cellar)
•  Short periods outdoors while conducting tours or moving between buildings
•  Moderate noise levels typical of a public tasting room environment

Schedule & Travel Requirements

#WJ-DTC-EL-ON-PT-RV
•  Variable schedule with primarily set hours
•  Availability for weekends, periodic evenings, and seasonal overtime required
•  No overnight travel typically required