At The Wine Group we are passionate about our people, our future and our wine. We are America’s second largest wine producer by volume with over 1,200 employees globally across 12 locations in California, New York and Australia. We are proud to be responsible for many of America’s most beloved wine brands, including Cupcake, Franzia, Chloe, Concannon, Benziger, Imagery, AVA Grace, 7 Deadly and more. We are dedicated to our culture built on values like entrepreneurialism, innovation, social responsibility and stewardship. To learn about us and our career opportunities, check us out at www.thewinegroup.com and then come join the exciting journey at The Wine Group.
JOB SUMMARY
We are searching for a passionate and enthusiastic Guest Experience Coordinator to join our dynamic, high energy DTC team at Concannon Vineyard.
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Reporting to the Director of Sales and Hospitality, the Guest Experience Coordinator is responsible for creating exceptional experiences and highlighting our wine portfolio for internal and external special events guests at our winery property in Livermore. This role is responsible for introducing winery offerings, facilitating inquiries and reservations, and coordinating, executing, and supervising special events onsite. This professional and personable position also works closely with various internal departments to coordinate company meetings and Trade and VIP visits. This role collaborates closely with the Director of Sales and Hospitality and Tasting Room and Wine Club Managers for events support, and oversees all event venues activities and upkeep, including scheduling routine housekeeping, maintenance, and ordering and maintaining supplies inventories.
This person must be a customer-centric, energetic, and hard-working individual. Excellent communication, customer service skills and a positive attitude are critical in this highly visible position.
ESSENTIAL FUNCTIONS
- Responsible for solicitation, coordination, and execution of special events at Concannon Vineyards, at the discretion of Director of Sales and Hospitality. Create and build on guest experiences through upselling winery offerings.
- Manage VIP Visit Request Form and Hospitality Calendar. Provide confirmation notification to all events requestors and distribute and communicate the calendar to all related internal departments.
- Utilize POS and reservation systems to manage high volume tour and elevated experience transactions and communication with clients.
- Manage and respond to special events and guest services email inquiries and phone calls, including but not limited to making reservations, answering general questions, coordinating wine order pickups, and relaying company policies.
- Work collaboratively with Wine Club and Tasting Room management teams to organize and manage reservations for the daily customer experience.
- Develop and maintain relationships with a core group of suppliers and vendors including, but not limited to, caterers and rental companies.
- Create Banquet Event Order (BEO) and event layouts for service and install with adequate lead time before events. Request and maintain additional insurances and permitting needed for events.
- Contract review and facilitating communication before, during and post event with pertinent winery staff to ensure a high level of service.
- Assist set-up and break down of special events, including movement of tables, chairs, glassware, wines, and umbrellas to different event locations onsite. Close up and secure the venue concluding events.
- Lead site tours to promote and market events spaces, illuminate key benefits of hosting events at Concannon and for run of show efficiencies and vendor policies, as needed.
- Assist with special events staffing assignments in conjunction with Director of Sales and Hospitality, Tasting Room Manager, Wine Club Manager and The Wine Group personnel, when required.
- Ensure that all guests feel welcome and are given responsive, friendly, and courteous service.
- Champion Wine Clubs and wine sales by creating and executing exceptional guest experiences and demonstrate successful sales skills and behaviors; promote the sale of wine, Wine Club memberships and upsell experiences at events.
- Produce monthly reports for internal billing purposes and to track profitability for private events.
- Manage routine housekeeping and maintenance of customer experience assets, including our grape arbor, barrel room, and patio spaces.
- Accountable for tracking wine samples and inventory of internal events assets and external rental inventories. Verify rental equipment and reconcile discrepancies from delivery and return invoices.
- Communicate guest, operational, staff and facility-related opportunities/challenges and suggest methods to improve event operations, efficiencies, and service levels.
- This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.
- College degree preferred
- Must have two to five years’ experience in events sales, preferably in the hospitality industry
- Must be at least 21 years of age and have a valid California Drivers License
- Highly detail oriented with excellent organizational skills
- Strong written and verbal communication and interpersonal skills
- Understanding of superior guest service and hospitality
- Must be able to multitask efficiently and remain flexible while working in a fast-paced environment
- Wine service experience and TIPS certification preferred and/or willingness to train and garner certification
- Demonstrates initiative, responsibility, enthusiasm, and patience
- Creative problem solver
- Ability to work with minimum supervision and as a member of a team
- Computer proficiency: Microsoft Office Suite and the ability to learn POS and reservation systems
- Typical schedule is up to 29 hours Thursdays-Mondays with some flexibility required
- Occasional evening work is required for special events
- Ability to perform tasks requiring bending, stooping, standing, and twisting, and operating a company vehicle
- Ability to lift 50 lbs.
- Hiring Hourly Range Posted: $21.66 - $32.49/hr
- Actual compensation will be based on factors such as experience; skills, knowledge, and abilities; education; and other position related factors
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