Job description
Position Purpose
Under general supervision, the Guest Services Associate provides exceptional customer service to guests, enhances company brands, and facilitates communication across departments and to guests.
Functional Responsibility
Essential Duties
- Ensures smooth operations of daily operations; including effective and appropriate communication, successfully managing traffic flow throughout the day, and overseeing that guest are being engaged and entertained
- Greets all guests promptly and warmly; assist guest with questions, check-in and provides excellent service
- Responsible for performing daily operational responsibilities, including opening and closing duties
- Answers all incoming calls and emails promptly and professionally, addressing all inquiries; escalates to manager if guest needs additional assistance
- Responsible for accurately processing transactions on register system
- Assists customers with amending orders and following through on all levels; i.e., working within internal database, using proper notes, alerting any departments that may be affected by changes, etc.
- Assists managers, teams, and guests during emergency responses
- Recommends property experiences, including dining, tastings, pool, and events to guests
- Proactively assists current members and sells new memberships
- Keeps up to date regarding local events and points of interest, communicating information appropriately to customers
- Keeps up to date with ABC regulation and adhering to established policies and procedures regarding the handling and service of alcoholic beverages
- Works on special projects, events, and experiences
- Other duties may be assigned
Non-Essential Duties
- Other duties may be assigned
Minimum Requirements
Education and Experience
- High school diploma or GED required
- 6+ months related experience preferred
- Sales background desired
Certificates and Licenses
- TIPS certified or certification; must be obtained within 30 days of employment
- CA Food Handlers certification required; must be obtained within 30 days of employment
Knowledge, Skills, and Abilities
- Organized and detail oriented
- Ability to remain calm and customer focused, during times of high volume and traffic
- Knowledgeable of safety protocols and emergency protocols
- Ability to effectively communicate and provide exceptional customer service to diverse groups
- Meets changing priorities in the workplace with flexibility and enthusiasm
- Basic business math skills
- Maintains a professional appearance and demeanor
- Working knowledge of wine, wine industry and Sonoma County region
- Proficient in retail and reservation software and Microsoft Office Suite (Word, Outlook, Teams, PowerPoint, Excel)
- Ability to use multiple devices throughout role, including radios, computers, iPad’s and phones
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Working Conditions
- Required to drive automotive vehicle or equipment
- Indoor and outdoor environment with exposure to the elements/temperature variations
- Exposure to weather-related temperature & humidity extremes
- Shift Rotation
- Required to wear PPE (Personal Protective Equipment)
- Work in close quarters or confined spaces
- Occasionally may be required to lift and carry cases of wine
- Must be able to work evenings, weekends, and holidays as needed
Work Standards
- Acts in a manner reflective of the Company culture of High Moral Standards, Innovation and Continuous Evolution, Trust in Team, Continuous Improvement, and Sustainable Relationships
- Communicates, interacts, and works effectively with others; receptive to feedback and coaching; voices concerns in a constructive manner
- Demonstrates commitment to safety first; communicates safety concerns; promotes a safe work environment based on established safety standards and training
- Follows all Company policies and procedures
Additional Comments
Management retains the discretion to add to or change the duties of the position at any time.
California Pay Transparency Disclaimer: This is a Non-Exempt position. The pay range for this position is $14.29 to $22.36.
Actual placement within range will be contingent upon a number of factors, including but not limited to the candidate's qualifications, education, experience, internal equity and alignment with market data.
Delicato Family Wines offers its employees a generous and comprehensive benefits package. The core health insurance components include medical, dental and vision, where Delicato covers nearly the entire cost for employees and a large percentage for dependents. Additional health benefits include life, disability and flexible spending accounts. Other benefits include 401(k) with generous company match, discretionary profit sharing, paid time off (PTO), paid holidays, wine & merchandise discounts, tuition reimbursement, gym discounts & many more.
Delicato Family Wines is an Equal Opportunity Employer.
Nearest Major Market: Santa Rosa
Nearest Secondary Market: Petaluma
Job Segment: Equity, Food Service, Finance, Hospitality
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