Guest Experience Coordinator - Part-Time

Wente Family Estates Careers•Livermore, CA

About The Position

The Guest Experience Coordinator will support the Concierge Team with tasks including but not limited to club administration, customer service, order entry, and events. The ideal candidate will be detail-oriented, passionate about providing excellent customer service, a strong team player, and excited about the wine industry. This role supports programs like wine clubs, experiences, and e-commerce sales. This is a part-time role and candidates must be available to work a minimum of 3 days per week, including weekends and some holidays. At WFE, employee performance is measured through the results delivered, as well as your behavior. Your consistent demonstration of our WFE RISE Values (Respect, Integrity, Sustainability & Excellence) are an expectation of all members of our team.

Requirements

Requires the ability to sit for potentially long periods of time throughout the workday.
Manual dexterity
Hearing sufficient to understand conversations, both in person and on the telephone.
1-3 years of experience in retail or hospitality preferred.
Able to work up to 24 hours per week and can include evenings and weekends for special events
Passion and excellence with attention to detail and customer service
Excitement and interest in the wine industry
Strong Proficiency with Microsoft Outlook (managing multiple email accounts), Excel (pivot tables and filtering data sets), and Word
Comfortable with learning new technology
Professional demeanor with a positive, enthusiastic and a proactive “get in there” attitude
Must be able to lift the equivalent of one case of wine / promotional materials.
Ability to sit or stand for potentially long periods of time throughout the workday.
Must be 21 years or older

Nice To Haves

Wine Direct experience preferred but not required.

Responsibilities

Provides exceptional customer service to all guests
Supports concierge service and assists guests with booking reservations, wine orders, and adding on to their experiences.
Responsible for responding to guest inquiries, account updates and cancellation requests.
Supports guest phone calls, emails, and additional communication methods as they are enabled.
Follow up with guests who have shipping exceptions to ensure delivery of wine orders.
Creates and maintains relationships with members to build loyalty and client engagement.
Check database for missing or incorrect member information and contact members to acquire correct information.
Update club member information upon request.
Process special orders and requests for Wine Club member quarterly shipments
Work with the Wine Club Coordinator to support Wine Club initiatives.
Assists at club release events and other Wente events to support tasting room teams and engage with club members.
Supports on-property booking and planning of experiences and itineraries for identified industry, sales, and media guests as needed.
Support social response and service through 3 rd party digital properties and social media platforms (Facebook, Instagram, Yelp, OpenTable, Etc.)