Concierge/Reservationist
Location:
Rutherford, California
Job Summary

Essential Duties and Responsibilities: 

  1. Concierge: (65%)
  • Greet guests at the concierge desk, provide information and sell Inglenook experiences, wines and retail merchandise.
  • Provide floor coverage and back up for Chateau Hospitality staff when needed/directed by TR management.
  • Update TR management on experience feedback and makes recommendations to enhance and improve the tours based on guest comments.
  • Work with TR management, Directors/VP, and Art Department on Inglenook collateral to promote guest and event business.
  • Remain informed about Inglenook, Napa Valley wine community, and alcohol service standards.
  • Enter all required details into reservations management system and coordinate details with all associated employees/departments to ensure necessary staffing and venues.
  • Other projects as assigned.

 

  1. Reservations/Guest Experience bookings: (35%)
  • Answer incoming calls, voicemails, emails and faxes within the same business day.
  • Field guests’ and Trade inquiries, providing correct information, booking experiences, and assisting with Heritage Society reservations.
  • Attempt to book guest on an alternate experience or if appropriate, refer them to the Events Department, if unable to accommodate their initial request.
  • When necessary, liaise with other departments (ie Production or Events) to coordinate larger experiences or use of spaces that are not normally used for tastings (ie winery or South Barrel Room).
  • Processes credit card authorization form and provide all guests with cancellation policy.
  • Prepare daily reservation sheet and schedules, coordinating details with Tasting Room management to distribute to staff.
  • Create, deliver & update reservation information with guests via email, fax or phone
  • Maintain final copies of correspondence or other printed materials to ensure current and complete information is readily available and accessible.
  • Send out periodic informational/sales email blasts to contact list. Provide monthly reports on private tours/tastings booked, leads for continued wine sales, tour sales projections for upcoming month(s) or other reports as requested.
  • Support management team in booking luxury brand businesses (including but not limited to hotels, bed & breakfasts, wineries, tour companies, high end fractionals) to promote the Inglenook brand, and encourage their guests to visit/drive sales.
  • As needed, Schedule Trade and VIP tours with Sales team, Coppola family, and executives.

 

  1. Hospitality Support (5%)
  • Provide coverage and back up for Chateau Hospitality staff when needed/directed by TR management.
  • Assist with other projects as assigned.

 

Supervisory Responsibilities:

This job has no direct supervisory responsibilities; but certain “Lead” positions may provide work leadership to other employees or take on additional responsibilities. 

 

Job Requirements:

Education/Experience:

High School diploma or GED and one to two years administrative experience in hospitality field required.  Strong computer and organizational skills are a must. Excellent attention to detail and customer service.

 

Knowledge, Skills and Abilities:

  • Adaptability - Ability to adapt to change in the workplace.
  • Communication, Oral and Written - Ability to effectively communicate clearly and concisely.
  • Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
  • Detail Oriented - Ability to pay attention to the minute details of a project or task.
  • Organized - following a systematic method of performing a task.
  • Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.
  • Relationship Building - Ability to effectively build relationships with customers and co-workers.
  • Reliability - The trait of being dependable and trustworthy.
  • Time Management - Ability to utilize the available time to complete work within given deadlines.
  • POS proficient in RMS or similar system
  • Knowledge of Napa Valley and vicinity amenities
  • Knowledge of wine and wine making techniques at Inglenook and other major wine regions of the world.

 

Physical Demands:

N (Not Applicable) - Activity is not applicable to this occupation

O (Occasionally) - Occupation requires this activity up to 33% of the time (0-2.5+hrs/day)

F (Frequently) - Occupation requires this activity from 33% - 66% of the time (2.5-5.5+ hrs/day)

C(Constantly) - Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Stand – F, Walk – O, Sit – O, Handling/Fingering – F, Reaching Outward – F, Reaching Above Shoulder – O, Climb – O, Crawl – N, Squat or Kneel –O, Bend – F, Working at the computer - F

 

Lift/Carry

10 lbs or Less, F

11 – 20 lbs, F

21 – 50 lbs, O

51 – 100 lbs, N

Over 100 lbs, N

Push/Pull

12 lbs or Less, O

13-25 lbs, O

26-40 lbs, O

41-100 lbs, N

 

Other Physical Requirements

Vision (Near, Distance)

Sense of Sound (i.e. Machinery/tractor sounds)

Sense of Touch

Ability to wear Personal Protective Equipment (PPE) (Steel toe boots, safety glasses)

 

Work Environment:

Indoors and outdoors, occasionally exposed to inclement weather.

 

Other: (Includes licenses, certificates, age, etc.)

TIPS certified       

California Food Handle Card certified

 

Posted: December 07, 2018