Job Summary:
The Concierge is responsible for providing a warm, professional and gracious welcome to each visitor of Mumm Napa, beginning each guest’s experience with the best possible first impression. As the very first point of contact for visiting guests, The Concierge is essential in shaping the guests’ experience, and as such needs to be outstanding ambassador for the Mumm Napa brand. This individual will ensure each guest understands the wine experiences, and any other information that will enhance their visit. They also need to be able to upsell the experiences for existing and new reservations. The Concierge will greet guests, enter appropriate guest information into the reservation system accurately, and seat them with their host.
This position is a great role for an organized and dependable individual. Attention to detail as well as solid grasp of big picture is needed to be successful in this position. Ability to multitask and prioritize efficiently are also a must. It is a fast-paced role responsible for coordination of the flow of guests to the various venues and experiences at Mumm Napa.
_This seasonal role’s schedule is Sat – Wed, June through October._
Essential Functions:
- Courteously and warmly greet visitors, providing an exceptional first impression, and a thorough explanation and personalized recommendation of the Visitor Center wine experiences
- Manage all aspects of the reservation process, including booking or modification of reservations, accurate entry of information for walk-in guests, information useful to hosts to personalize guests’ experience
- Anticipate and proactively address guest needs and questions to ensure a comfortable and enjoyable experience
- Coordinate/flag special requests, including dietary restrictions, seating preferences, special celebrations
- Build and maintain strong relationships with guests to foster loyalty and repeat visits
- Collaborate seamlessly with front and back of house teams to ensure smooth operations and timely service
- Maintain a clean and organized reception area, presenting a welcoming and professional image at all times.
- Handle guest feedback and complaints with professionalism and discretion, escalating to management as needed for prompt resolution
- Using the table management software (Tock), strategically seat guests, update table status to expedite service, and ensure wait times are kept to a minimum
- Maintain and organize a wait list, notifying guests when tables are available using the reservation system
- Provide comprehensive information and history about Mumm Napa, the wines, the Mumm Napa Wine Club, menus, special events or promotions, merchandise
- Assist in the wine shop as needed, processing routine transactions through the point-of-sale system (Commerce7)
- Assist guests with tailored recommendations on local attractions, including other wineries, restaurants, hotels, etc., leveraging extensive knowledge of the area.
- Stay updated on industry trends, local events, and competitor offerings to provide accurate and relevant recommendations
- Offer a gracious good-bye to each guest, thanking them for visiting and inviting them to return
Key Competencies:
- Warm, welcoming and gracious character
- A proactive and guest-focused approach to service delivery
- Exceptional communication, interpersonal and guest service skills
- Excellent spoken and written English skills
- Proficiency in reservation management software and relevant computer skills
- Strong organizational skills and ability to multitask effectively in a fast-paced environment
Qualifications:
Essential:
- Must be at least 21 years of age
- High school diploma or equivalent.
- Previous experience in a fast-paced, high-end hospitality environment
- Clean and professional appearance
- Flexible schedule including weekends, some holidays and evenings as required by the business’ operational needs
Desirable:
- 2 to 5 years’ experience as a fine dining restaurant or luxury hotel host/hostess or concierge
- Intermediate computer skills: experience with CRM or other database system, or restaurant reservations or table management system preferred
- Foreign language skills are a plus
- A degree in hospitality, tourism or related field is a plus
- Knowledge of wine and wine production
- In depth knowledge of local Napa Valley attractions, wineries, restaurants, hotels, etc.
Working Conditions:
- 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.
- Comply with company safety regulations and policies.
