Hospitality Liaison/Concierge

About the role

The Hospitality Liaison/Concierge will embody and communicate the culture and philosophy of the Harlan Domain. This role works closely with existing and new referral sources, focusing on effectively yielding availability at the winery.

Responsibilities

• Act as a conduit for all pertinent information between guests and patrons and various functions within the organization.
• Use exemplary communication and attention to detail to surpass expectations with patrons and guests.
• Manage hospitality inquiries via phone and email from existing patrons, guests, and referral sources, acting as a gracious and poised gatekeeper to accommodate guests’ needs.
• Provide elevated administrative support to the hospitality operation.
• Manage a seamless arrival experience for patrons and guests at the winery.
• Create internal and external correspondence and communication in alignment with the Domain's voice.
• Capture all pertinent information about existing patrons and guests and ensure detailed communication and notes within reservation set-up.
• Manage the winery calendar and strategically place demand in collaboration with the Liaison team.
• Aid in research for guest profiles.
• Collect, record, and update our database with personal preference, acquisition history and objective hospitality observations throughout the reservation process.
• Aid in coordinating wine allocation collection visits as needed.
• Assist with special projects, as needed.
• Participate in special on-site winery events, as needed.
• Maintain awareness of hospitality activity.
• Send a handwritten, personalized, thank you note when applicable to referral sources.
• Provide informed and curated recommendations for patrons and guests, as needed.

Requirements

• A minimum of 4 years of elevated guest or hospitality experience.
• College degree desirable.
• Passionate and knowledgeable about wine and winegrowing, arts, culture, culinary, with a willingness to broaden knowledge base.
• Breadth of interest across many subjects and depth of knowledge with interest to continue learning.
• Proficient in Microsoft Excel, Word, Outlook.
• Ability to work in multiple systems with accuracy and experience such as Microsoft Dynamics and V360.
• Willingness and ability to: Work at a desk using a computer for extended periods of time, lift and handle materials weighing up to 40 pounds, work overtime whenever required, stand on hard surface for extended periods, grasp, stoop, squat, climb stairs, push or pull, carry, and reach over shoulder.
• Valid California driver’s license.

Skills and Traits

• Excellent phone manner.
• Detail oriented, strong organizational skills yet adaptable to changing conditions when needed.
• Warm and welcoming demeanor.
• Collaborative.
• Positive outlook, and ability to work under pressure.
• Personable and attentive to guests and associates.
• Natural and comfortable confidence in communication.
• Strong relationship building and interpersonal skills.
• Excellent verbal and written communications skills.
• Good listener.
• Self-aware, humble, and professional.
• Respects structure, process and routines that result in an exceptional guest experience.
• Honest and trustworthy.

Benefits

• Health benefits for you and your family, including medical/dental/vision additional health benefits include life, long term disability, FSA or HSA and 401(k).
• Vacation and sick time along with 11 paid holidays and annually designated employee appreciation days.
• A diverse team of coworkers that care about each other in a fun, exciting work environment.

Pay

The pay scale for this position is $36.00-$40.00 per hour. These figures represent what we reasonably expect to pay for this position, but the actual compensation offered will depend upon numerous job-related factors, including but not limited to candidate qualifications, skills, experience, education, location, and alignment with market data. The Company reserves the right to modify the range in the future.