Guest Concierge

Huneeus Vintners LLC•Saint Helena, CA

3d•$30 - $35

About The Position

Faust Haus is seeking a Guest Concierge for its fine wine visitor center. The Hospitality Concierge serves as a primary point of contact for guests and members, providing service across reservations, customer service, and sales. The role manages inbound inquiries, coordinates winery reservations and experiences, and assists members with account management, orders, and event ticket purchases. It also resolves service issues such as shipping inquiries, returns, and refunds, and welcomes and hosts guests onsite as needed to provide a seamless experience consistent with the winery’s hospitality standards. The position supports reservation planning and visitor center operations, contributes to direct-to-consumer revenue and membership growth, and helps maintain accurate customer records. The concierge may host guests as an Estate Host, support tastings and onsite events, and participate in brand trainings and wine tastings. The schedule includes weekends, events including evenings, and some holidays.

Requirements

2–5 years of hospitality experience, with a background in customer service, wine education, wine sales, hotel or concierge work, and/or wine clubs or loyalty programs.
Availability to work weekends, events including evenings, and some holidays.
Proficiency with point-of-sale (POS) systems and basic computer skills.
Must be at least 21 years of age.
Ability to be licensed, permitted, and/or certified by state and/or local regulatory bodies.
Ability to lift heavy boxes weighing 40–50 pounds.
Ability to perform extensive sitting, standing, and walking.

Responsibilities

Communicate guest experiences and schedule visits in accordance with estate policies and guest expectations.
Accurately record guest and reservation information, including special requests and notes.
Manage the online calendar in response to inclement weather, special events, and other considerations.
Promptly respond to guest emails, voicemails, and service messages.
Coordinate visit requests with local partners, including hotel concierges and drivers.
Work with visitor center management to accommodate VIP requests and develop reservation strategy.
Track trade visitation and feedback, and help optimize its business impact.
Track dietary restrictions, special requests, and member information for member events.
Manage RSVPs and waitlists for member events.
Support revenue targets through efficient use of the reservation blueprint and upselling elevated experiences.
Greet and host guests, and host as an Estate Host when business needs require.
Use strategic selling skills to encourage purchases and membership sign-ups.
Share wine knowledge and communicate the brand story accurately and effectively.
Support visitor center operations, tastings, onsite events, and tasting setups for groups of all sizes.
Generate direct-to-consumer revenue through inbound and outbound sales.
Resolve customer service issues using active listening, patience, and de-escalation skills; seek to turn problems into opportunities.
Present relevant purchasing or visitation opportunities based on customer history.
Build long-term customer relationships based on trust, reactivate members, and acquire new members.
Keep customer information current in the CRM and conduct proactive service outreach, such as credit-card updates and new-member welcomes.
Participate in brand trainings and wine tastings.
Facilitate donation requests in partnership with, and with approval from, visitor center management.