The Reservations Coordinator supports the Visitor Center & Events team in delivering an exceptional visitor experience and world-class customer service to guests at The Prisoner Wine Company. As directed by the Tasting Lounge Assistant Manager, the Reservations Coordinator performs administrative and operational duties related to the Visitor Center & Events operations, including tracking of online tasting and program bookings, phone and email inquiries, group bookings, and onsite guest support. The Reservations Coordinator actively works to ensure guest satisfaction, models exemplary customer service techniques, and helps to manage costs and resources whenever possible.
Responsibilities
Serve as a primary reservation’s agent for The Prisoner Wine Company Visitor Center & Events. Assist with testing and implementation of reservations software for the management of all consumer visits as well as the integration of trade Hospitality and Retail visitation calendars within the system.
Attend regular team meetings to troubleshoot software and propose solutions when needed. Manage guest seating in real-time, and coordinates table seating in response to reservations and walk-in requests.
Greet all guests promptly and graciously and provides knowledgeable, consistent, and courteous responses to questions, complaints, and/or problems.
Ensure that all problems are resolved to the customer’s satisfaction.
Refer guest issues to management as appropriate.
Process customer purchases using POS register or tablet to complete sales.
Manage online bookings, troubleshoots reservation conflicts, send email confirmations, and track and process online guest payments.
Interact with the internal Trade Reservations team, maintaining current knowledge of CBI internal sales
Payment protocol for all Trade Hospitality events and guest visitations.
Answer reservations phone line and assist guests with tasting and program reservations and other requests for information
Execute daily reporting on guest visitation and financials as required.
Support guest data capture as requested.
Assist guests with transporting purchases to their vehicle or arrange for shipment or delivery.
Assist management with winery event sales by booking and coordinating events and processing payments.
Act as a guest resource, providing knowledge about our wines, winery, history, and property in an open and friendly manner with the goal of helping customers develop enthusiasm and appreciation for our wines.
As requested by the DTC Manager, assist in training and orientation for new and/or on-call temporary staff.
Serve as a partner to TL staff, delivering wine club sign-ups, revenue, and operating profit to plan.
Maintain a current knowledge base regarding the winery, viticulture, enology, and wine and food pairing by participating in educational training, seminars, and tastings within the Winery and through outside sources.
Act in accordance with all PCI compliance standards regarding customer data and security.
Act in accordance with CBI sustainability policies and practices which are economically viable, socially acceptable, and environmentally sound. This is done by supporting programs at each location for conservation, energy efficiency, and recycling, which are critical for our operations to achieve tangible environmental results.
Follow safe operating procedures, and support safety programs and policies to safeguard personal safety company property, and environmental and team member’s safety.
All other duties as assigned.
Minimum Qualifications
Excellent verbal and written communication skills, with a genuine desire to help customers in a friendly, courteous, and professional manner. Ability to work under pressure and on tight deadlines and to multi-task effectively. Polished phone and email skills.
Pleasant and courteous manner, even when hurried or in high energy conversations.
Strong team-oriented work ethic
Knowledge of wines, the wine industry, and Napa Valley/Wine Country attractions
1-3 years of experience in a high-volume, luxury retail, restaurant, or hospitality environment
Proficient with PC software including Microsoft Word and Excel
Prior knowledge of Tock or Triple Seat software helpful
Intermediate math skills
Foreign language skills are a definite plus.
1-3 years of college or equivalent higher education
Physical Requirements/Work Environment
Must be able to work extended hours including evenings, weekends, and holidays.
Must be able to work a flexible/rotating schedule as needed.
Must be able sit and/or stand for long periods of time, and work on a computer for extended periods
Must be able to work both inside and outside in varied weather conditions.
Ability to lift up to 55 lbs., with assistance if necessary
Must have a valid driver’s license.
Must be at least 21 years of age.
Location
St. Helena, California
Additional Locations
Job Type
Full time
Job Area
Hospitality & Retail
The salary range for this role is:
$23.30 - $35.69
This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, the prevailing minimum wage for the location, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
Equal Opportunity
Constellation Brands is committed to a continuing program of equal employment opportunity. All persons have equal employment opportunities with Constellation Brands, regardless of their sex, race, color, age, religion, creed, sexual orientation, national origin or citizenship, ancestry, physical or mental disability, medical condition (cancer or genetic characteristics), marital status, gender (including gender identity or gender expression), familial status, military or veteran status, genetic information, pregnancy, childbirth, breastfeeding, or related conditions (or any other group or category within the framework of the applicable discrimination laws and regulations).
Not sure you meet all qualifications? Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.
