Round Pond Estate is a family-owned Napa Valley winery producing acclaimed wines, artisan olive oils, and vinegars. Rooted in hospitality, craftsmanship, and stewardship of the land, we are dedicated to creating world-class experiences that connect people to the essence of Napa Valley.

We’re looking for a warm, engaging, and knowledgeable Guest Services Manager to join our team. This role is at the heart of the guest experience, leading both our Guest Services and Shipping teams to ensure every interaction feels thoughtful, seamless, and true to who we are. You’ll guide daily operations, support and inspire your team, and help create an environment where service standards are not just met, but genuinely lived. Under the general direction of the Director of Guest Experience, you’ll oversee workflows, strengthen team performance, and ensure every order and guest touchpoint reflects our brand with care and consistency. We’re looking for someone who communicates with clarity and kindness, carries themselves with professionalism, and approaches challenges with a solutions-focused mindset. If you take pride in creating memorable experiences and building strong teams, we would love to meet you.


What You Will Do:
•  Oversee and manage the daily operations of the Guest Services and Shipping departments in alignment with departmental objectives.
•  Provide leadership and coaching to the team while maintaining a positive culture, managing performance, developing individual skill sets and meeting established goals. Manage team’s schedule’s.
•  Serve as the primary escalation point for complex guest service and shipping issues, resolving concerns promptly and professionally.
•  Inspire and empower teams to provide warm, personalized, skilled and heartfelt service to members and customers.
•  Maintain consistent service quality by reinforcing established guest communication standards across phone, email, and digital interactions.
•  Manage club billing cycles and assist team with troubleshooting declined payments. Execute wine club shipment set up and fulfillment processes, including shipment set-up, order review, special request handling, data accuracy and shipment coordination.
•  Monitor club performance metrics (acquisition, retention, attrition rate, average order value, demographics, etc.)
•  Maintain accurate member data within systems.
•  Assist Director of Guest Experiences to develop and execute retention and loyalty strategies.
•  Assist team with tracking and resolving returned or damaged shipments, declined payments, account discrepancies, and data integrity issues.
•  Coordinate with fulfillment partners and carriers to ensure timely delivery and pickups.
•  Ensure timely and accurate processing of orders in alignment with established inventory allocations, shipping regulations, and internal controls.
•  Monitor departmental performance metrics (response times, order accuracy, shipping error rates) and provide regular reporting to the Director of Guest Experience.
•  Partner with the Director of Guest Experiences on implementing service standards, procedures, and initiatives.
•  Identify operational inefficiencies and recommend process improvements to enhance service quality and workflow efficiency.
•  Collaborate with Hospitality, Marketing, and other departments to ensure accurate communication of shipping timelines and guest account information.

What You’ll Need to Succeed:
•  College degree. Bachelor’s degree preferred.
•  2+ years of leadership experience in hospitality or customer service, ideally with exposure to wine shipping/logistics operations.
•  Experience working directly for a winery, fine wine account, or distributor.
•  Strong problem-solving and conflict resolution skills.
•  Excellent attention to detail.
•  Clear communicator; works effectively with all levels of staff, receptive to feedback, and voices concerns constructively.
•  Consistently demonstrates outstanding customer service, poise, and tact with the public.
•  Solid understanding of wine club enrollment and guest-to-member conversion.
•  Able to self-direct, prioritize tasks, and manage multiple projects.
•  Makes sound, timely decisions in a member-facing, revenue-driven environment.
•  Committed to excellence and high standards in work output.
•  Embodies company culture in daily actions.
•  Passionate about wine, winemaking, and food & wine pairing, with a willingness to learn.
•  Adaptable to seasonal demands.
•  Proficient in MS Word, Excel, Access, and PowerPoint.
•  Must be at least 21 years of age.

Physical Requirements:

•  Must be able to taste, smell, hear, and talk effectively.
•  Frequent lifting and moving items up to 40 pounds.
•  Extended periods of sitting, standing and walking on hard surfaces.
•  Comfortable bending, climbing, reaching, stooping, kneeling and moving quickly.
•  Available to work evenings, weekends, and occasionally holidays.
•  Comfortable working indoors and outdoors

Perks & Compensation:
•  Wine club sign-up bonuses
•  Savings on premium wines & estate products & culinary experiences
•  Continued wine education & development
•  A collaborative, inclusive team culture

Compensation
The listed pay range represents what we reasonably expect to pay for this role. Actual compensation will depend on factors such as experience, qualifications, education, and alignment with current market data. We reserve the right to modify this range as needed.

Round Pond is an Equal Opportunity Employer.
We welcome you for who you are - your background, perspective, and personality. Bring your unique experiences, humility, and authenticity to our team.