Guest Concierge

Huneeus Vintners•St. Helena, CA

About The Position

Faust Haus is seeking a Guest Concierge for its fine wine visitor center. The Hospitality Concierge is a primary point of contact for guests and members, providing elevated 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, while ensuring interactions reflect the winery’s hospitality standards. The Concierge welcomes and hosts guests onsite as needed and supports visitor center operations, tastings, and events. The role works with visitor center management on reservation strategy, VIP requests, trade visitation, member-event planning, and business goals. It also generates direct-to-consumer revenue, builds customer relationships, maintains customer records in the CRM, and supports member acquisition and reactivation.

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 obtain licenses, permits, and/or certifications required by state or local regulatory bodies.
Ability to sit, stand, and walk extensively, and lift boxes weighing 40–50 pounds.

Responsibilities

Communicate guest experiences and calendar visits in accordance with estate policies and guest expectations.
Accurately capture guest and reservation details, including special requests and notes.
Manage the online calendar in response to inclement weather, special events, and other factors.
Respond promptly to guest emails, voicemails, and answering-service messages.
Coordinate visit requests with local partners such as hotel concierges and drivers.
Work with visitor center management to accommodate VIP requests and develop reservation strategy.
Track trade visitation and feedback, and optimize its business impact.
Track dietary restrictions, special requests, and customer lifetime value for member events.
Manage RSVPs and waitlists for member events.
Support revenue targets through reservation sell-out efficiency and upselling elevated experiences.
Greet and host guests, including serving as Estate Host when business needs require.
Use strategic selling skills to encourage purchases and membership sign-ups.
Build and accurately communicate wine knowledge and the brand story to guests.
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 promptly using active listening, patience, and de-escalation skills.
Identify relevant additional purchasing or visitation opportunities based on customer history.
Develop long-term customer relationships based on trust; reactivate existing members and acquire new members.
Keep customer data current in the CRM and conduct proactive service outreach, including credit-card updates and welcoming new members.
Participate in brand trainings and wine tastings.
Facilitate donation requests in partnership with and with approval from visitor center management.