Full-Time Concierge

Crimson Wine Group LTD • Healdsburg, CA

4d • Onsite

About The Position

The Concierge delivers gracious, intentional hospitality by creating a seamless and welcoming experience for guests and teammates from first contact through departure. With a strong service heart and exceptional attention to detail, this role ensures guests feel genuinely expected through thoughtful preparation, warm engagement, and personalized interactions. Acting as a brand ambassador, the Concierge collaborates closely across the hospitality team, steps in where needed, and helps sustain a zero-friction, high-touch environment. Accountability, teamwork, and a growth mindset are essential to upholding service standards, supporting relationship-building efforts, and contributing to a safe, inclusive culture.

Requirements

• 2-3 years’ experience in a winery DTC, hotel or restaurant setting.
• RBS and Safe Food Handling certification
• Excellent written and verbal communication skills (via telephone, e-mail, text and face-to-face) are required.
• Proficiency in POS systems and CRM software.
• Must be 21 years of age or older.
• Must be able to lift 40 lbs.
• Must be able to work in a standing position for long periods of time.
• Ability to work indoors and outdoors.
• Flexibility to work weekends, holidays, and varying schedules.

Nice To Haves

• Experience with Tock, Commerce 7, and MS Teams a plus.

Responsibilities

• Greet every guest with a warm, gracious welcome and create a memorable first impression; greet club members by name whenever possible.
• Engage guests in thoughtful conversation to gather information that supports personalized service.
• Demonstrate foundational knowledge of the winery’s history, vineyard sites, winemaking philosophy, and current releases.
• Monitor and maintain the appearance, comfort, and ambiance of guest-facing areas.
• Support Tasting Room Hosts as needed to ensure smooth service flow.
• Accurately use reservation systems, CRM platforms, and POS tools to document guest interactions and preferences.
• Respond promptly and professionally to appointment requests and guest inquiries.
• Prepare and distribute daily appointment schedules and communicate changes to relevant teams.
• Actively manage the reservation system to maximize occupancy by converting waitlisted guests into confirmed appointments as availability opens.
• Provide knowledgeable guest recommendations and assist with reservations for hotels, restaurants, spas, and other wineries.
• Respond professionally to guest concerns, escalating issues as appropriate to ensure timely and positive resolution.
• Assist with end-of-day closing procedures and other operational duties as assigned.
• Build and maintain relationships with industry concierges to generate referrals and support visitation.
• Support the Guest Services team and execute special initiatives or programming as assigned.
• Provide administrative support for tasting room operations as needed.
• Demonstrate a genuine service heart by delivering gracious, intentional hospitality to guests and teammates.
• Prepare for each day’s visits by reviewing reservations, guest notes, special occasions, and expectations so guests feel truly expected.
• Anticipate needs, remove obstacles, and create a seamless experience from first contact through post-visit follow-up.
• Practice active listening and intentional conversation to personalize each interaction and elevate the guest experience.
• Represent the winery and its brands with professionalism, enthusiasm, and authenticity.
• Confidently share the brand story, estate highlights, and hospitality philosophy to create a meaningful sense of place and connection.
• Act as a brand ambassador in all guest interactions.
• Support a collaborative service culture through proactive communication, knowledge sharing, and mutual support.
• Take ownership when service standards are not met and partner with leadership to resolve issues and prevent recurrence.
• Maintain discretion and confidentiality regarding guests, trade visitors, and internal winery operations.
• Exhibit a growth mindset by welcoming feedback, embracing continuous improvement, and adapting to evolving guest and business needs.
• Participate in daily pre‑shift communication and follow safety expectations to help maintain a safe, inclusive, and engaged environment.
• Uphold respect for the estate, land, and community by aligning daily actions with sustainability, outreach, and responsible hospitality principles.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed