Job Summary:
The Reservations Specialist is critical to facilitating the accurate booking of all winery experiences, assisting with the planning and execution of special events for external as well as internal customers, and booking trade/VIP experiences. This position is scheduled for weekend coverage and the occasional evening event.
Essential Functions:
Reservations
- At all times provide exceptional customer service through courteous and professional oral and written communication.
- Responds to consumer and trade visit inquiries for questions related to visiting the wineries and accurately secures reservations.
- Understands the winery story, basic winemaking techniques and can articulate this in an eloquent and hospitable manner over the phone to consumers, for site visits and with guests at hosted events.
- Confirms reservations and clearly captures the necessary information in the reservation system so the tasting room staff can provide an experience that represents the customer’s expectations.
- Upsells various experiences and thinks creatively to accommodate guest requests by maximizing available space under the winery use-permit requirements.
- Communicates reservation levels and stays in constant communication with the tasting room, particularly on busy weekend days, to ensure a smooth guest visitation flow.
- Manage large group reservations and coordinate with the tasting room for staff and scheduling needs.
- Manage reservation system to ensure flow of guest reservations. Update availability based upon staffing and weather conditions within the parameters set by the Visitor Center Manager.
- Prepares paperwork for tasting room Supervisors including reports for upcoming reservations, reservation cards and event orders.
- Provide excellent customer service with outbound phone calls, using appropriate phone etiquette, and communicating effectively and efficiently.
- Ability to work seamlessly across multiple systems to perform duties as needed for customer requests.
- Maintain current and comprehensive knowledge of all wines, including Trinchero portfolio wines, and winery experiences.
- Service club member and consumer incoming phone, email, SMS and live chat requests.
- Sales order processing in Commerce7, monthly individual sales targets assigned.
- Outbound phone call lists for wine club service and wines sales as assigned.
Events
- Attend and assist in executing events as assigned by the Assistant Manager.
- Ability to make wine and food pairing suggestions for event menus.
- Communicates with caterers, event staff, tasting room to facilitate successful events.
- Maintains an inventory of all supplies necessary to execute events.
- Assists in setting up trade events, lunches and printing menus.
- Meets with guests for site inspections to show property for potential future events.
- Assists in internal and external events.
- As requested, may be asked to work in the tasting room to stay apprised of guest experiences, operations and to help as needed.
NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:
Performs all related duties as assigned.
Qualifications:
- Demonstrated customer service experience and ability to build relationships successfully.
- Can work well under pressure with ability to multitask, solve problems, prioritize daily tasks and operate autonomously on certain days.
- Excellent interpersonal and communication skills, both written and verbal.
- Team player with enthusiastic outlook and creative mind.
- Computer proficiency: Word, Excel, Outlook, Reservation Systems, and ability to learn and operate transactions within winery Point-of-Sale systems.
- Passion for wine, customer service and event planning.
- Must be able to work weekends as well as select holidays and occasional evenings.
- Must be 21 years or older
- Must be able to lift 50 pounds
Working Conditions:
- Office environment
- Some out of hours work may be required;
- Current driver’s license.
- Work is performed in a typical field environment with moderate demands for movement and lifting.
- Extensive computer work
- Frequent deadline pressures
- Numerous projects in progress at any given time
- Comply with company safety regulations and policies
