The Senior Associate, Guest Experience is responsible for supporting the day-to-day operations of the Napa Valley Welcome Center. This position is responsible for providing exemplary service to our guests of the Napa Valley Welcome Center while facilitating an elevated experience through innovative digital encounters. They will also be instrumental in ensuring that all marketing messaging is being pulled through to the Welcome Center and building strong relationships with all of our partners. In addition, they will help to resolve any guest complaints or issues and ensure all employees are properly trained to provide the highest levels of customer service.

What you’ll do:
•  Be a positive role model and leader in all actions and communications with Visit Napa Valley staff and our guests.
•  Provide outstanding service to our partners, keeping abreast of all new businesses and offerings and making sure information is relayed to staff.
•  Ensure proper tracking of partner referrals.
•  Act as concierge to provide expert information to guests regarding Napa Valley hotels, wineries, local activities & attractions, the Napa Valley region and any other pertinent guest inquiries. Emphasis is on strategic recommendations based on guest needs and stakeholder interests, utilizing a variety of available platforms.
•  Provide ongoing hospitality training of Napa Valley Welcome Center staff and others, to make sure that we continually offer best in class service to our visitors and partners.
•  In the absence of the Manager, the Senior Associate is responsible for overall Welcome Center performance in guest services, staffing, data collection, partner referral, and the implementation of health and safety protocols in public areas.
- Daily oversight of opening and closing procedures, coordination of breaks and lunches, providing coverage personally as necessary.
- Serve as the first point of contact for any escalated visitor or employee complaints, issues, or questions. Bring any potential issues or concerns to the attention of leadership in a timely manner.
- Take appropriate action where necessary regarding access or safety issues in the Welcome Center including notifying senior management.
•  Assist in managing events held at the Welcome Center; including scheduling, set-up, staff management, clean up, etc.
•  Provide coaching and development opportunities for staff to help them achieve their full potential.
•  All other duties as assigned by management.

What We’re Looking For (Skills and Qualifications):
•  3-5 years of experience in a supervisory role; preferably in a tasting room.
•  High School Diploma or equivalent.
•  Bilingual (or multilingual) preferred.
•  Experience in Napa Valley hospitality, tourism and wine industry is required.
•  Ability to work with various operating systems such as Microsoft Office Suite and POS systems.
•  Must maintain a professional appearance and demeanor.
•  Polished communication skills in all channels, including in-person, email, phone, social media, hand-written notes, etc.
•  Excellent organization and problem-solving skills.
•  Must be confident with partner recommendations and guest interactions.
•  Demonstrated ability to effectively engage with culturally diverse audiences of varying ages.
•  Ability to exercise initiative, sound judgment and diplomacy in all Visit Napa Valley related matters.
•  Ability to establish and maintain an effective working relationship with employees, management, partners and the general public.
•  Must be available to work variable shifts including weekends and have flexible hours throughout the week.

What we will provide:
•  Health Benefits: 100% of the premium covered for you and 50% for eligible family members, including medical, dental, vision and life insurance
•  Paid Time Off (PTO) and 11 paid holidays
•  401(k) Retirement Savings Plan, with company matching up to 4% of salary.
•  The expected hourly range for this role is $23.00 - $28.00 - actual pay will be determined by experience, education and qualifications.