Turnbull Wine Cellars is a privately owned winery deeply rooted in the history and culture of Napa Valley since 1979. We craft some of Napa Valley’s most acclaimed wines from our four estate vineyards in Oakville and Calistoga. Our team is made up of farmers, makers, hosts, and passionate professionals who share a commitment to excellence, integrity, respect, and genuine hospitality. At Turnbull, we believe exceptional wines deserve exceptional experiences. Every guest interaction, member relationship, and customer touchpoint is an opportunity to create lasting connections and deliver the warm, personalized service that defines our brand.

Turnbull Wine Cellars is seeking a highly organized, hospitality-driven Guest & Member Services Coordinator to serve as the key point of contact for guests, wine club members, and customers, delivering exceptional service, supporting reservations, membership support, and some administrative duties to ensure a seamless experience from initial inquiry through post-purchase service.

The ideal candidate is warm, detail-oriented, and proactive, with a passion for hospitality and relationship building. They thrive in a fast-paced environment, enjoy supporting multiple departments, and take pride in delivering exceptional service while keeping the behind-the-scenes operations running smoothly. This position reports to the DTC & Marketing Director but works closely with the Membership & Shipping Manager and Tasting Room Manager to ensure all aspects of the guest experience are flawless.

Key Responsibilities:
Customer & Member Relations
•  Serve as a primary point of contact for guest and member inquiries via phone, email, and online channels
•  Manage the concierge and Wine Club inboxes, providing prompt, professional, and personalized service
•  Coordinate tasting reservations and special guest request through TOCK
•  Update & maintain guest notes and account information
•  Assist guests and members with:
o Reservation requests and visit planning
o Wine Club account updates
o Club shipments and order modifications
o Billing and credit card updates
o Shipping accommodations and customer service inquiries
o Purchase requests
•  Build and maintain positive relationships with guests and members through thoughtful communication and attention to detail
•  Resolve customer concerns with professionalism, positivity, and a solutions-oriented approach


DTC Administrative Support
•  Support Wine Club processing periods (2x year), including member communication, order review, payment follow up, and shipment coordination
•  Provide backup support for fulfillment and shipping operations during peak periods or staff absences
•  Assist with order entry, customer order management, and DTC sales administration
•  Print, assemble, and maintain menus, collateral, club materials, and other guest facing documents
•  Coordinate cross-department communication between Tasting Room and Office/Managerial staff
•  Support club events, release periods, and member pick up experiences
•  Order and maintain tasting room operations supplies and par levels
•  Assist with corporate gifting and seasonal sales initiatives as needed

Success in This Role
The successful candidate will:
•  Deliver exceptional guest and member experiences through every interaction
•  Serve as a dependable resource for customers and internal teams
•  Maintain organized and efficient DTC administrative processes
•  Build meaningful relationships that foster customer loyalty and Wine Club retention
•  Ensure reservations, orders, shipments, and administrative processes are executed accurately and efficiently
•  Communicate proactively and professionally across all channels
•  Contribute to a culture of hospitality, teamwork, and continuous improvement
•  Represent the Turnbull brand with warmth, professionalism, and authenticity

Required Skills & Qualifications
•  Exceptional organizational and administrative skills with strong attention to detail
•  Excellent written, verbal, and interpersonal communication skills
•  Ability to manage multiple priorities while maintaining accuracy and responsiveness
•  Experience in hospitality, luxury retail, concierge services, wine club, customer service, or DTC sales preferred
•  Experience with TOCK and Offset preferred
•  Experience with Microsoft Publisher, Adobe Creative Suite, or similar design tools preferred
•  Must be 21 years of age or older
•  Ability to lift and move up to 50 pounds (case of wine)
•  Ability to sit, stand, and walk for extended periods
•  Availability to work occasional evenings, weekends, holidays, and extended hours during peak business periods
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Benefits & Perks
As a full-time member of the Turnbull team, this position is eligible to participate in the company’s medical, dental, vision, FSA/HSA, and 401K plan with company match. Turnbull also offers paid time off benefits, discounted wine and merchandise, and holiday wine gifts.

This is a non-exempt position. The hourly pay range for this position is $28.50-$32.50