Hospitality Account Concierge

About the role

Dry Farm Wines is seeking a Hospitality Account Concierge who thrives in a fast-moving, ever-evolving environment. This role is designed for someone who leads with curiosity, adapts without hesitation, is solution-oriented, and takes pride in delivering an exceptional experience every single time. It is not a standard customer service or account concierge position.

Responsibilities

• Customer Communication & Experience
  • Serve as a primary point of contact for customers across all channels (phone, email, text, and live chat), delivering thoughtful, educated, and personalized communication
  • Collaborate closely with the broader hospitality team to surface recurring customer feedback, emerging trends, and relevant insights to the Director of Hospitality
  • Represent the Dry Farm Wines brand with consistency and integrity across every touchpoint
  • Anticipate customer needs proactively, resolving issues with grace and efficiency
  • Contribute to a team culture of continuous improvement; share ideas, flag gaps, and evolve with the business
  • Handle sensitive or complex customer situations with professionalism and emotional intelligence, turning challenges into positive experiences
  • Act as lead copywriter for the Hospitality Team and other supporting departments
• Wine Knowledge & Education
  • Speak fluently and confidently about wines, sourcing philosophy, and brand values in a way that educates and excites
  • Educate customers in an approachable, non-intimidating way that reflects the brand’s passion and philosophy
  • Stay current on the Dry Farm Wines portfolio, seasonal offerings, and product updates
• Operations & Process
  • Participate actively in team meetings, contributing insights and ideas that elevate the overall customer experience
  • Utilize Zendesk and other platforms effectively, applying proper tags and workflows to track customer impact and feedback
  • Identify patterns and inefficiencies in day-to-day operations and proactively suggest improvements
  • Adhere to and help refine team SOPs to ensure consistency and quality across all customer touchpoints
  • Use systems and processes to gain a deep understanding of each customer’s history and preferences, delivering a consistently personalized experience

Who you are

• You have worked in a high-energy environment, such as a fine dining restaurant, luxury hotel, fine wine retail, or equivalent
• You are solution-oriented and a problem solver
• You take the approach of wanting to be 1% better every day and do not see small wins as unimportant
• You genuinely want to make people’s days better and are excited when you do

Experience & Qualifications

• Minimum 4 years of experience in a high-caliber hospitality environment (Michelin-starred restaurant, luxury hotel, fine wine retail, or equivalent)
• Basic knowledge of wine (production, regions, natural and biodynamic farming, and food pairing)
• Demonstrated ability to communicate in a polished, educated, and approachable manner—both written and verbal
• Experience working in a remote or distributed team environment is a plus

Skills

• Multitasking: Able to manage high volumes across multiple communication channels simultaneously without sacrificing quality
• Emotional intelligence: Reads the room (or the inbox) with ease; meets every customer where they are with patience and empathy
• Problem-solving under pressure: Stays composed and solution-oriented when things get complicated or fast-paced
• Attention to detail: Nothing slips through; from a customer’s preference note to a follow-up email, precision matters
• CRM & tech fluency: Comfortable navigating customer platforms, ticketing systems, and remote communication tools
• Critical thinking: Goes beyond the surface to understand what a customer truly needs and how best to serve them