Guest Experience & Events Coordinator

Crimson Lane Vineyards•Linden, VA

17h

About The Position

Guest Experience & Events Coordinator Who We Are: Crimson Lane Vineyards is a boutique, appointment-only estate in Linden, Virginia, dedicated to purposeful viticulture and the production of structured, Bordeaux-style blends. Our ethos ”Elevated but Relaxed" defines everything we do. We are not just a winery; we are a destination for intentional connection. Because we operate on a reservation-only basis with strict capacity limits to preserve intimacy, our guest service begins long before a glass is poured. We are a team that believes in the "tenacity" required to produce excellence, both in the vineyard and in our service standards. Who You Are: The Voice of the Vineyard: You are the "Command Center" for all guest interactions. You are the first point of contact for every potential visitor. Your primary mission is to manage the high volume of incoming inquiries (email and phone) with grace, speed, professionalism and precision. You are the gatekeeper of our calendar and the architect of our guests' first impressions. You are a Communicator: You understand that all responses are a form of hospitality. You can write and respond to inquiries clearly, grammatically, and warmly, without sounding robotic. You can convey the "Crimson Lane vibe" through email, text and over the phone. A Positive Problem Solver: If you love organizing chaos, crafting the perfect email, and finding the “yes” within the logistical “no” this is the position for you. You Don’t Mind the "Desk Work": You understand that delivering seamless customer service or an event requires hours of computer time. You find satisfaction in clearing an inbox and organizing a calendar. You are "Gracious Under Pressure": When the phone is ringing and a guest is asking for an exception to policy, you remain calm, kind, and professional. You are detailed: You notice the small things, when a date is wrong, a name is misspelled or when little things don’t line up.

Requirements

2+ years in a high-touch customer service role (Luxury Hospitality, Concierge, Executive Assistant, or Guest Relations preferred).
Experience in high-volume email management is more valuable to us than large-scale event production experience.
Proficiency in Microsoft Office/Google Workspace is required.
Must be available to work weekends (Saturdays/Sundays) as these are our peak operational days for events and inquiries.

Nice To Haves

Experience with reservation platforms (Tock, OpenTable) or winery CRMs (WineDirect, Commerce7) is a major plus.

Responsibilities

Guest Inquiry Management & Concierge Services (approx. 70% of the role)
Manage the primary inbox and phone line. You will field all daily inquires. Responding in a time that reflects our luxury standards.
Educate guests on estate policies (Adults Only, No Pets, Max Group Size) with warmth and firmness.
Coordinate custom itineraries for proposals, VIP tastings, and small groups; manage deposits and internal availability.
Act as the primary administrator for Tock, ensuring inventory accuracy and detailed guest profiling for the floor team.
Private Event Logistics (approx. 20% of the role)
Manage contracts, invoices, insurance certificates, and timelines once an event is booked.
Translate guest visions into actionable plans for the kitchen and service teams.
Assist with on-site private events and wine club gatherings to ensure seamless delivery.
Administrative & Operational Support (approx. 10% of the role)
Update guest profiles with specific preferences and dietary needs to ensure personalized service.
Ensure all digital and physical menus, tasting notes, and welcome emails are current and on-brand.
Assist the General Manager and Assistant Manager with office tasks, reporting, and special projects.