Tasting Room Concierge and Administrator

Tasting Room Concierge and Administrator

SUMMARY:

The Tasting Room Concierge and Administrator serves as the primary contact for our guests and plays a critical role in delivering exceptional hospitality experiences. This position is responsible for guest communications, reservations, concierge services, and administrative support for the Tasting Room Manager and Hospitality team. The role requires strong attention to detail, organizational skills, and a passion for providing personalized high-touch service while supporting daily tasting room operations, scheduling, inventory and guest experience coordination.

All duties are performed under established procedures and managerial direction.

• Guest Experience & Concierge Support:
  Act as a brand ambassador of the Winery by providing courteous, professional and welcoming service to all guests in person, by phone and via email.
• Guest inquiries, reservations, and general winery information:
  Serve as primary contact for guest inquiries, reservations, and general winery information.
• Concierge-style assistance:
  Provide concierge-style assistance to guests by coordinating tasting room experiences and responding to special requests (celebrations, group visits, accessibility needs).
• Recommendations for winery experiences:
  Share general recommendations for winery experiences and local amenities (restaurants, lodging, transportation) consistent with winery guidelines.
• Guest preferences and notes:
  Communicate guest preferences, notes, and special requests to the Hospitality team to support a positive guest experience.

• Reservations & Administrative Support:
  Schedule, book, modify, and manage reservations using Tock in accordance with established policies.
• Reservation calendar:
  Maintain and update the reservation calendar to ensure accuracy and readiness for daily service.
• Inquiries response:
  Respond promptly and professionally to phone and email inquiries.
• Files and data:
  Maintain organized physical and electronic files.
• Order processing and data entry:
  Process customer orders and update guest information using Tock and Commerce7; accurately enter data, orders, and other information with attention to detail.
• Pre-service preparation:
  Prepare pre-service paperwork and confirm reservation details and modifications prior to guest arrival.

• Operational & Team Support:
  Provide backup support to the tasting room and kitchen to assist with rest and meal break coverage as directed.
• Scheduling support:
  Assist with preparation of monthly employee schedules and daily station assignments, including lunch and break coordination, under management direction.
• Daily operations:
  Support daily tasting room operations by following tasks through to completion.
• Inventory:
  Maintain wine inventory records, complete transfers, and assist with monthly inventory counts.
• Trade tasting preparation:
  Assist with preparation for Trade tasting guests and provide follow-up support as requested by management.

• Work Organization & Compliance:
  Prioritize tasks efficiently in a fast-paced environment with changing demands.
• Policy adherence:
  Follow all winery policies, procedures, and safety requirements.
• Supervision:
  Perform all duties under supervision and escalate issues or concerns to management as appropriate.

Experience, Knowledge, and Skills

• High school diploma or equivalent required; college coursework preferred.
• Must be 21 years of age or older.
• RBS and Food Handler’s Certified required or ability to obtain certification.
• Strong verbal and written communication skills with guests, coworkers, and management.
• Excellent organizational skills and attention to detail.
• Ability to multitask and adapt to changing priorities.
• Proficient computer skills, including Microsoft Office Suite and Canva; fast and accurate data entry.
• POS experience required, familiarity with Commerce 7, Tock, Hub Spot, NAV, and Ship Compliant preferred.
• Previous experience in hospitality, winery operations, concierge services, or administrative support preferred.
• Marketing or guest communications experience a plus.
• Ability to work independently in a fast-paced environment with moderate noise levels.