Hospitality Specialist

About the role

Dry Farm Wines is seeking a Hospitality Concierge who embodies a deep understanding of Michelin-level standards of care. This role requires someone who thrives in a dynamic, ever-evolving environment, leading with curiosity, adapting swiftly, and consistently delivering exceptional experiences.

Responsibilities

• Serve as a primary point of contact for customers across all channels (phone, email, text, and live chat), providing thoughtful, educated, and personalized communication.
• Collaborate with the broader hospitality team to identify recurring customer feedback, emerging trends, and relevant insights for the Director of Hospitality.
• Represent the Dry Farm Wines brand consistently and with integrity across all touchpoints.
• Anticipate customer needs proactively, resolving issues with grace and efficiency.
• Contribute to a culture of continuous improvement by sharing ideas, flagging gaps, and evolving with the business.
• Handle sensitive or complex customer situations with professionalism and emotional intelligence, transforming challenges into positive experiences.
• Speak fluently and confidently about Dry Farm Wines' wines, sourcing philosophy, and brand values, educating and exciting customers in an accessible manner.
• Stay updated on the Dry Farm Wines portfolio, seasonal offerings, and any product updates.
• Participate in team meetings, offering insights and ideas to enhance 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 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 to deliver a consistently personalized experience.

Requirements

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

Skills

• Multitasking - Ability to handle high volumes across multiple communication channels simultaneously without compromising quality.
• Emotional intelligence - Read the room (or inbox) effortlessly, meeting customers where they are with patience and empathy.
• Problem-solving under pressure - Maintain composure and remain solution-oriented even when things get complicated or fast-paced.
• Attention to detail - Ensure nothing slips through the cracks, from customer preference notes to follow-up emails, precision matters.
• CRM & tech fluency - Comfortable navigating customer platforms, ticketing systems, and remote communication tools.
• Critical thinking - Go beyond the surface to understand 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, understanding that excellence in hospitality is intentional, every day.