Guest Experience Specialist

Trefethen Family Vineyards•Napa, CA

6d•$22 - $25•Onsite

About The Position

Trefethen Family Vineyards is looking to fill a customer service position on our enthusiastic hospitality team. Often the first interaction that customers have with Trefethen, our Guest Experience Specialist will play a critical role in setting the tone for future visits, nurturing existing relationships with our members, and delivering a warm and welcoming guest experience. The Guest Experience Specialist will handle incoming phone calls, texts and emails, book future reservations, and support our Visitor Center guest experiences.

Requirements

Experience in in-person and phone customer service, preferably in the wine industry
Effective and courteous written and verbal communication skills with diverse client groups
Proficient computer skills, including e-mail, customer databases, Word, and Excel
Enjoy working in a team environment and collaboratively across department
Ability to handle frequently changing priorities with enthusiasm, positive attitude, and a calm demeanor
Knowledge of wine and a passion to continue learning
Professional appearance and demeanor - business casual dress code
A strong work ethic and reliability, keen sense of detail, and a desire to have fun
Work schedule includes weekends

Nice To Haves

Experience with Commerce7, Tock, and RedChirp preferred

Responsibilities

Answer incoming phone calls and emails with warmth and enthusiasm, and book individual and group reservations for future visits
Effectively communicate our brand and sell our tasting experiences, wines, membership options and events to existing and prospective customers
Support the Estate Concierge team with answering phone calls, responding to emails & text messages, and checking guests in during peak visitation
Research upcoming member visits, provide concierge team with notes, and consistently engage with wine club members during winery visits
Collaborate with Hospitality Manager and Wine Club Supervisor to set and achieve short and long-term goals for wine club retention and loyalty program initiatives
Ensure flawless service standards in all customer communications; resolve customer issues as they arise with the aim of cultivating delight and loyalty
Collaborate with and provide support to the Wine Club team on weekends and during peak wine club periods, including but not limited to credit card updates, data entry or clean up, upselling, order processing, and coordination of shipping outstanding will call orders
Manage consumer event RSVPs in collaboration with Events Manager
Participate in occasional on and off-site events
Other duties as assigned