Position/Title: Winery Concierge/Estate Host

Description: The Winery Concierge and Estate Host is the first face of Spottswoode and plays a key role as a member of the sales team. The Concierge/Estate Host will contribute to creating an exceptional guest experience by greeting guests upon arrival, scheduling visits, communicating with guests ahead of their visit, and hosting tastings. As the first touchpoint for visitors to Spottswoode, the Concierge must be high-touch and service-driven, with an authentic passion for wine and hospitality. This person must operate with a consistently warm and professional demeanor, have strong organizational skills, possess exceptional communication skills, and be able to prioritize a multifaceted workload. One needs to have a natural aptitude for hospitality and prioritize guest recognition to create a memorable, personalized and authentic Spottswoode experience. A good understanding of technology, the ability to manage multiple projects at once, to be comfortable in a hospitality setting and be flexible in this role are musts. A team-centric, collaborative attitude and willingness to work with the team are essential.

Reporting: Guest Experience Manager

Hours: Tuesday – Saturday, 9:00am – 5:00pm, flexibility for possible Sunday work

Responsibilities: Includes, but is not limited to:

Guest Experience Support and Estate Host:

Schedule all visits for guests, host tastings and endeavor to provide other estate hosts with guest information before visits to allow for an exceptional guest experience. Ensure guest data is captured and recorded into CRM for a seamless customer journey and to build a comprehensive fully integrated database to manage relationships across all sales channels.

- Undertake all guest interactions with the highest level of hospitality and professionalism, responding to and assisting all guests in a timely manner.
- Answer guest inquiries in connection with winery experiences and on-site events, directions, hours of operation, and current offerings available for purchase.
- Field incoming phone requests and emails for visits and engage with guests to obtain additional information required for guest experiences and building long-term relationships.
- Communicate well and regularly with the sales team in sharing guest notes and managing the flow of tasting room guests (work closely with Guest Experience Manager on this)
- Schedule all visits to Spottswoode except for press.
- Assign location and host for all visits.
- As needed, assist guests in answering questions about the winery, vineyards, and region, as well as recommendations for other winery, hotel, and dining options.
- Graciously welcome unexpected visitors and accommodate a modified experience to acquire new customers, as appropriate.

- Host tastings on a weekly basis as needed to accommodate winery visitors
- 5-6 tastings per week, possibly more, depending on demand and bandwidth.

- Accurately record guest information in Cultivate and Salesforce CRM in a timely manner.
- Invoice orders through the POS system (Lavu) and Cultivate Systems.
- Encourage and complete on-site wine sales.
- Assist in preparation of wine orders for tasting room guests, as needed.
- Assist in set-up before and clean up after all tastings, and onsite events, as needed.
- Keep the front desk clean and organized and maintain all entryways and guest spaces (reception area, tasting room, conference room, bathrooms, etc.)

Referral: In conjunction with the Guest Experience Manager and Hospitality Team:
- Work with the onsite Hospitality Team to build a strong referral network.
- Host referral partners and industry peers, as needed.
- Accommodate referral guests and trade guests, as needed.

General Office Support:
- Connect incoming calls and emails with appropriate in-house personnel and record messages when unavailable.
- When not hosting tastings, this position will be the point person for fielding incoming communications
- Help maintain cellar organization (including cardboard recycling) with assistance from estate hosts and other office staff.
- Assist with wine pick-ups (inter-winery, customers, & donations).
- Assist in restocking wine in tasting room.
- Assist with printing of collateral for tasting room
- Assist the Fulfillment Administrator in performing monthly physical cellar inventory.
Events/Other:
- Participate in monthly Sales Team meetings and quarterly Strategic meetings, as scheduled.
- Work with the Events Manager to set up, execute, and break down events hosted on-site for DTC guests or trade partners, as needed.
- Participate in the annual Garden Party
- Participate in Spottswoode’s annual Vertical Tasting, educational staff tastings, harvest celebrations, Friday Happy Hours, and company retreats, etc., which may fall outside of normal business hours.

Position: Full time

Compensation range: $32-$38 per hour