Reservations Specialist, Mumm Napa

Location: Napa, California (On-Site)

About the role

The Reservations Specialist is critical to facilitating the accurate booking of all winery experiences, assisting with the planning and execution of special events for external as well as internal customers, and booking trade/VIP experiences. This position is scheduled for weekend coverage and the occasional evening event.

Responsibilities

• At all times provide exceptional customer service through courteous and professional oral and written communication.
• Respond to consumer and trade visit inquiries for questions related to visiting the wineries and accurately secure reservations.
• Understand the winery story, basic winemaking techniques and articulate this in an eloquent and hospitable manner over the phone, for site visits, and with guests at hosted events.
• Confirm reservations and clearly capture the necessary information in the reservation system so the tasting room staff can provide an experience that represents the customer’s expectations.
• Upsell various experiences and think creatively to accommodate guest requests by maximizing available space under the winery use-permit requirements.
• Communicate reservation levels and stay in constant communication with the tasting room, particularly on busy weekend days, to ensure a smooth guest visitation flow.
• Manage large group reservations and coordinate with the tasting room for staff and scheduling needs.
• Manage reservation system to ensure flow of guest reservations. Update availability based upon staffing and weather conditions within the parameters set by the Visitor Center Manager.
• Prepare paperwork for tasting room Supervisors including reports for upcoming reservations, reservation cards, and event orders.
• Provide excellent customer service with outbound phone calls, using appropriate phone etiquette, and communicating effectively and efficiently.
• Work seamlessly across multiple systems to perform duties as needed for customer requests.
• Maintain current and comprehensive knowledge of all wines, including Trinchero portfolio wines, and winery experiences.
• Handle service club member and consumer incoming phone, email, SMS, and live chat requests.
• Process sales orders and meet monthly individual sales targets.
• Perform outbound phone calls for wine club service and wine sales as assigned.
• Attend and assist in executing events as assigned by the Assistant Manager.
• Make wine and food pairing suggestions for event menus.
• Communicate with caterers, event staff, and tasting room to facilitate successful events.
• Maintain an inventory of all supplies necessary to execute events.
• Assist in setting up trade events, lunches, and printing menus.
• Meet with guests for site inspections to show property for potential future events.
• Assist in internal and external events.
• As requested, work in the tasting room to stay apprised of guest experiences, operations, and help as needed.
• Perform all related duties as assigned.

Requirements

• Demonstrated customer service experience and ability to build relationships successfully.
• Ability to work well under pressure, multitask, solve problems, prioritize daily tasks, and operate autonomously on certain days.
• Excellent interpersonal and communication skills, both written and verbal.
• Team player with an enthusiastic outlook and creative mind.
• Computer proficiency: Word, Excel, Outlook, Reservation Systems, and ability to learn and operate transactions within winery Point-of-Sale systems.
• Passion for wine, customer service, and event planning.
• Must be able to work weekends, select holidays, and occasional evenings.
• Must be 21 years or older.
• Must be able to lift 50 pounds.
• Current driver’s license.

Working Conditions

• Office environment with some out-of-hours work required.
• Work is performed in a typical field environment with moderate demands for movement and lifting.
• Extensive computer work.
• Frequent deadline pressures.
• Numerous projects in progress at any given time.
• Comply with company safety regulations and policies.

Pay

Salary Range: $20.80 - $25.45 per hour. The starting pay will be based on several factors, including but not limited to experience, training, education, and geographic location.

Benefits

• Comprehensive benefits package including medical, dental, vision, life insurance coverage, and disability benefits.
• Paid time off (PTO).
• Wellness programs and fertility and family building benefits.
• 401(k) plan where TFE may make a discretionary profit-sharing contribution.