Nestled in the heart of Rutherford, Round Pond Estate is a family-owned and operated property surrounded by vineyards, gardens, and orchards. In a region known for wines of exceptional character and complexity, our handcrafted estate wines, artisan olive oils, and wine vinegars reflect a deep commitment to quality, stewardship, and genuine hospitality.

We believe that great wine begins with great care for the land, and for the people who visit us. At Round Pond, hospitality is personal. Our Guest Services team is the primary connection point for our wine club members and guests, ensuring every interaction reflects warmth, care, and consistency across all touchpoints.

About the role:
The Guest Services Coordinator serves as a key point of contact for our wine club members and guests, supporting a seamless and elevated member experience. This role is centered on building lasting relationships, delivering thoughtful and responsive communication, and ensuring every guest feels known, valued, and cared for. In this role, you will play an important role in supporting wine club operations, member retention, and day-to-day service excellence across phone, email, and text communications.

What You’ll Do
Membership & Guest Services
•  Provides excellent guest service, assists with special requests thoroughly and accurately, provides shipment tracking, and handles returns, while driving loyalty.
•  Ensures a high-touch guest experience that supports Round Pond’s mission.
•  Be responsive, gracious, and creative in solving customer problems or complaints, and proactive in anticipating guests’ needs.
•  Engage customers by demonstrating the highest degree of genuine warmth and friendly, professional telephone, e-mail, and texting service experiences.
•  Cultivates strong knowledge of current portfolio of wines, make recommendations to guests and members based on preferences.
•  Maintains customer database including contact and billing information, membership status, ensuring all data entry is current and accurate on a regular basis.
•  Collects and notates customer insights (e.g. buying preferences, special requests), using this as a helpful tool so that other team members can hop in seamlessly.
•  Notifies club members of declined credit cards via email, phone, and RedChirp texting platform.
•  Displays excellent organizational skills to manage priorities and workflow, and the ability to follow through on projects, while paying close attention to detail.
•  Coordinate will-call orders with the concierge team to ensure a seamless guest pickup experience.
•  Work with fulfillment warehouse and shipping carriers to ensure timely and accurate direct-to-consumer wine shipments, including reroutes, address updates, recalls, and call tags, while monitoring and documenting delivery status to ensure smooth guest experience.
Tasting Room Support
•  Assist with hosting club events and member experiences as needed.
•  Recognize and personally greet visiting club members, providing thoughtful, personalized touches that strengthen member relationships and retention.
•  Deliver warm, welcoming, and professional hospitality to all guests, creating memorable experiences.
•  Serve as a primary liaison for guests, including both current and prospective members, ensuring clear communication and a high level of service.

ADDITIONAL COMMENTS
Management retains the discretion to add to or change the positions duties at any time.

What You’ll Need to Succeed
•  A natural hospitality professional who enjoys building genuine relationships
•  Warm, attentive, and thoughtful in every interaction
•  Highly organized with strong attention to detail and follow-through
•  A strong communicator who thrives in a guest-focused environment
•  Collaborative, adaptable, and team-oriented
•  Passionate about wine, food, and creating memorable guest experiences
•  Minimum 2+ years experience in hospitality, guest services, sales, or related field preferred
•  College degree preferred.
•  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

What We Offer
•  The opportunity to be part of a family-owned Napa Valley estate rooted in authenticity and care
•  A collaborative, inclusive team culture
•  A beautiful working environment surrounded by vineyards and gardens
•  Savings on premium wines & estate products & culinary experiences
•  Wine club sign-up bonuses
•  Continued wine education & development

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.