Hospitality Specialist

About the role

Dry Farm Wines is seeking a Hospitality Concierge who embodies the highest standards of care and education in customer interactions. This role requires a deep understanding of Michelin-level hospitality and a passion for elevating the customer experience.

Responsibilities

• Serve as a primary point of contact for customers across phone, email, text, and live chat, providing thoughtful and personalized communication.
• Collaborate with the hospitality team to gather customer feedback and insights, and represent the Dry Farm Wines brand consistently and with integrity.
• Anticipate and resolve customer needs efficiently, handling sensitive situations with professionalism and emotional intelligence.
• Speak fluently about the Dry Farm Wines portfolio, brand values, and wine knowledge, educating customers in a non-intimidating manner.
• Participate in team meetings to contribute to improving the customer experience and identify operational efficiencies.
• Utilize CRM and tech tools effectively to track customer impact and feedback, and adhere to team SOPs to maintain consistency and quality.
• Deliver a consistently personalized experience based on each customer's history and preferences.

Requirements

• Minimum 4 years of experience in a high-caliber hospitality environment, such as Michelin-starred restaurants, luxury hotels, or fine wine retail.
• Basic knowledge of wine production, regions, farming practices, and food pairing.
• Demonstrated ability to communicate in a polished, educated, and approachable manner, both verbally and in writing.
• Experience working in a remote or distributed team environment is a plus.

Qualifications

• Minimum 4 years of experience in a high-caliber hospitality environment, such as Michelin-starred restaurants, luxury hotels, or fine wine retail.
• Basic knowledge of wine production, regions, farming practices, and food pairing.
• Demonstrated ability to communicate in a polished, educated, and approachable manner, both verbally and in writing.
• 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: Precision matters; nothing slips through.
• CRM & tech fluency: Comfortable navigating customer platforms, ticketing systems, and remote communication tools.
• Critical thinking: Understands what a customer truly needs and how best to serve them.

Who You Are

You don't wait to be told what to do - you see what needs to happen and you do it. You embrace change as part of the process, not a disruption to it. You bring a positive, roll-up-your-sleeves energy to the team, and you understand that excellence in hospitality is never accidental. It's intentional, every day.