Job Summary:
This Concierge is responsible for greeting guests with a professional and welcoming demeanor. This position provides guests with information about Inglenook experiences, and promotes and books these experiences, as well as Inglenook wines.

Equity Statement: All employees shall embrace the unique contributions based on the diverse backgrounds, ethnicities, cultures, experiences, and identities of each individual as we actively create and promote a company culture that is inclusive, welcoming, and supportive of all people.

Reasonable Accommodations Statement:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Safety Statement
All employees shall follow safe practices according to the injury and illness Prevention Policy (IIPP), render every possible aid to safe operations, and report all unsafe conditions or practices immediately to any management employee or People Operations.



Essential Duties and Responsibilities: (List the primary duties and responsibilities that are a critical part of this job. For each major responsibility, indicate the estimated percentage of time spent.)

1. Concierge, Host: (90%)
•  Greet and assist guests according to the needs of the business, promoting and selling Inglenook experiences, wine, and non-wine merchandise.
•  Assist guests with any inquiries regarding other wineries, restaurants, hotels, etc.
•  Assist and direct guests in the front gate area, sharing information about guest experiences and providing access to the property
•  Answer incoming calls, respond to or forward voicemails within the same business day.
•  Field guest and trade inquiries, providing correct information about Inglenook, sell tours.
•  Promote the Heritage Society and assist with reservations.
•  Process guest payments and purchases.
•  Enter guest information into POS system when they make a purchase, or book an experience.
•  Communicate arrival of guests, information about delays, for scheduled experiences, private events.
•  Keep notes on status of guests on daily guest list (time of arrival, # of guests, no shows, etc)
•  Keep accurate tracking information so we are able to assess guest count and demographics
•  Escort Heritage Tasting guests to the Pennino Salon in accordance with daily reservation sheet.
•  Assign tables to walk-ins if space is available within guidelines for the day/level of staffing.
•  Possess a working knowledge of ReServe software to check and enter reservations as needed.

2. Hospitality Support: (10%).
•  Provide coverage and back up for Chateau Hospitality staff when needed/directed by TR management.
•  Assist with other projects as assigned.

Supervisory Responsibilities:
This job has no direct supervisory responsibilities; but certain “Lead” positions may provide work leadership to other employees or take on additional responsibilities.

Job Requirements:

Education/Experience:
High School diploma or GED and one to two years administrative experience in hospitality field required. Strong computer and organizational skills are a must. Excellent attention to detail and customer service,
Knowledge, Skills and Abilities:
•  Adaptability - Ability to adapt to change in the workplace.
•  Communication, Oral and Written - Ability to effectively communicate clearly and concisely.
•  Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
•  Detail Oriented - Ability to pay attention to the minute details of a project or task.
•  Organized - following a systematic method of performing a task.
•  Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.
•  Relationship Building - Ability to effectively build relationships with customers and co-workers.
•  Time Management - Ability to utilize the available time to complete work within given deadlines.
•  POS proficient in RMS or similar system
•  Knowledge of Napa Valley and vicinity amenities
•  Knowledge of wine and wine making techniques at Inglenook and other major wine regions of the world.

Physical Demands:
N (Not Applicable) - Activity is not applicable to this occupation
O (Occasionally) - Occupation requires this activity up to 33% of the time (0-2.5+hrs/day)
F (Frequently) - Occupation requires this activity from 33% - 66% of the time (2.5-5.5+ hrs/day)
C(Constantly) - Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Stand – C, Walk – F, Sit – O, Handling/Fingering – F, Reaching Outward – F, Reaching Above Shoulder – O, Climb – O, Crawl – N, Squat or Kneel – O, Bend – O, Working at the computer - F

Lift/Carry
10 lbs or Less, F
11 – 20 lbs, O
21 – 50 lbs, O
51 – 100 lbs, N
Over 100 lbs, N
Push/Pull
12 lbs or Less, O
13-25 lbs, O
26-40 lbs, O
41-100 lbs, O

Other Physical Requirements
Vision (Near, Distance)
Sense of Sound (i.e. Machinery/tractor sounds)
Sense of Touch
Sense of Smell

Work Environment:
Indoors and outdoors, occasionally exposed to inclement weather
*Greeting guests may occur outdoors

Other: (Includes licenses, certificates, age, etc.)
TIPS certified
California Food Handler Card certified