Full Time Guest Services Associate At Coppola Winery

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

• Responsible for performing daily operational responsibilities, including opening and closing 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
• Answers all incoming calls and emails promptly and professionally, addressing all inquiries; escalates to manager if guest needs additional assistance
• Greets all guests promptly and warmly; assist guest with questions, check-in and provides excellent service
• 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.
• Recommends property experiences, including dining, tastings, pool, and events to guests
• Other duties may be assigned
• Keeps up to date with ABC regulation and adhering to established policies and procedures regarding the handling and service of alcoholic beverages
• Proactively assists current members and sells new memberships
• Responsible for accurately processing transactions on register system
• Assists managers, teams, and guests during emergency responses
• Works on special projects, events, and experiences
• Keeps up to date regarding local events and points of interest, communicating information appropriately to customers

Non-Essential Duties

• Other duties may be assigned

Minimum Requirements

Education and Experience

• 6+ months related experience preferred
• Sales background desired
• High school diploma or GED required

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

• Ability to use multiple devices throughout role, including radios, computers, iPad’s and phones
• 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)
• Maintains a professional appearance and demeanor
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Knowledgeable of safety protocols and emergency protocols
• Ability to remain calm and customer focused, during times of high volume and traffic
• Organized and detail oriented
• Meets changing priorities in the workplace with flexibility and enthusiasm
• Ability to effectively communicate and provide exceptional customer service to diverse groups
• Basic business math skills

Working Conditions

• Shift Rotation
• Required to drive automotive vehicle or equipment
• Occasionally may be required to lift and carry cases of wine
• Work in close quarters or confined spaces
• Exposure to weather-related temperature & humidity extremes
• Required to wear PPE (Personal Protective Equipment)
• Must be able to work evenings, weekends, and holidays as needed
• Indoor and outdoor environment with exposure to the elements/temperature variations

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
• Demonstrates commitment to safety first; communicates safety concerns; promotes a safe work environment based on established safety standards and training
• Communicates, interacts, and works effectively with others; receptive to feedback and coaching; voices concerns in a constructive manner
• 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.