GUEST SERVICES AMBASSADOR LEAD

SUMMARY
Alpha Omega is a family-owned, luxury wine estate located in the heart of Napa Valley’s renowned Rutherford AVA. Known for handcrafted wines from classic red and white Bordeaux varieties and Chardonnay, we welcome an engaged community of collectors, members, and guests who value exceptional wine and meaningful hospitality.
We are seeking a hospitality-driven professional to join our Guest Services team who thrives in a luxury hospitality environment and takes pride in providing personalized, attentive service that reflects our brand’s commitment to excellence. The ideal candidate is a detail-oriented professional with excellent communication, technical, organizational and administrative skills. This integral role will champion customer service via wine club, shipping solutions and guest recoveries while exuding the brand’s personality and integrity.

ESSENTIAL FUNCTIONS
•  Leads front desk operations as pilot by assigning reservations to sales associates and coordinating the flow of service to ensure balanced workloads
•  Upholds a positive and collegial atmosphere for the Guest Services department
•  Trains Guest Services and Customer Services staff on their side work checklist, service delivery, hospitality procedures, product knowledge, brand knowledge, sales and point of sale, reservations, fulfillment software and promotes and ensures excellent hospitality delivery
•  Advocates and works directly with the Guest Services Management team to ensure that the Guest Services and Customer Services team has all the tools necessary to deliver exceptional experiences and drive sales
•  Schedules, supervises and motivates Guest Services and Customer Services staff, modeling Alpha Omega sales and service standards
•  Creates, modifies and maintains the Guest Services operations manuals
•  Ensures daily checklists are completed and properly documented during the daily shift prior to departure, while following manuals, SOPs, and policies
•  Manages the flow of incoming guests; supports Estate Hosts and our guest’s arrival experience
•  Supervises Guest Services operations, monitoring call traffic and service levels, handling opening and closing procedures, and stepping in as a greeter, bar back, or wine educator as needed
•  Leads and directs the guest services goals and maintains accurate reservation availability
•  Shares responsibilities with management in the hiring, orientation, payroll timecard management and completion, supervising, course correction, annual reviews, incident reporting, and direction of all staff in the guest services department
•  Advises Guest Services Management on strategy, staff performance and customer feedback, possible solutions, to continually improve the operation
•  Works MOD shifts as assigned and scheduled, opens and closes the tasting room along with assigned Manager On Duty (MOD) responsibilities including the completion of the MOD checklist when scheduled and evening cash handling procedures
•  Communicates with Tasting Room staff in person, via Microsoft office softwares, and via a two-way radio
•  Welcome all guests to the Estate upon arrival
•  Check in guests for their tasting reservations
•  Utilizes Master table management application: strategically seat guests, update table status to expedite service
•  Input and maintain accurate data using our reservations software, excel log sheets, and daily files
•  Assign reservations equitably based on tasting room and guest services management policies
•  Walk guests to their table and introduce them to their Estate Host
•  Provide exceptional customer service
•  Field inbound customer service, wine club and shipping requests via telephone and email
•  Perform warm outbound telephone calls for wine club, customer service and shipping solutions
•  Ensure detailed notes for customer interactions are captured in systems
•  Manage and scrub membership files and lists (wine club, pick up lists, duplicates, etc.)
•  Work closely with other departments for customer service requirements
•  Assist with wine club sign ups, cancellations and club changes
•  Support Reservations during peak times
•  Performs other duties as assigned

REQUIRED COMPETENCIES (Knowledge, Skills, Abilities)
•  Phone savvy with inbound and outbound phone experience and a sense of urgency to answer phone
•  Strong administrative skills and fast and accurate data entry abilities
•  Strong organizational skills; ability to manage priorities and multi-task
•  Excellent written and verbal communication skills
•  Enthusiastic, energetic and confident
•  Ability to utilize industry standard software such as WineDirect, CallTower, Microsoft Office, and/or TOCK
•  Ability to communicate information in a clear, understandable speaking voice
•  Ability to work in a standing or seated position for extended periods of time and the ability to walk
•  Ability to recognize potential problems and communicate them to Tasting Room management

MINIMUM QUALIFICATIONS
•  Experience: Minimum of 1 year customer service experience in hospitality or related field
•  Education: Responsible Beverage Service Training Certificate
•  Must be at least 21 years of age

Compensation:
$25.OO - $32.OO Plus Commissions + Gratuities Pool
Compensation will be determined by candidate experience and skills.

Benefits:
Health Benefits – Medical, Dental, Vision, Disability & Life Insurance
401K with employer match
Generous time off including vacation, holidays and floating personal days
Paid volunteer time
Learning & Development opportunities
Wine discounts
Staff wine allocation

Alpha Omega Winery is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.