Guest and Wine Club Support
Guest & Wine Club Support
Role Overview
This role will provide essential support to both Guest Services and Wine Club operations, helping ensure timely responses to guest and member inquiries while maintaining a high level of service across all properties. The position will assist with reservations, order support, membership requests, administrative tasks, and luxury sales campaigns to help streamline communication and operational efficiency. This is a part-time opportunity.
Key Responsibilities
Guest Services Support
Provide front-line support for guest inquiries and reservation assistance across all properties.
Responsibilities include:
Assist the Wine Club team with member communication and administrative needs, particularly during club shipment periods.
Responsibilities include:
Shared Responsibilities (Guest Services & Wine Club)
Customer & Member Support
Required Availability
Familiarity with relevant systems, including:
Role Overview
This role will provide essential support to both Guest Services and Wine Club operations, helping ensure timely responses to guest and member inquiries while maintaining a high level of service across all properties. The position will assist with reservations, order support, membership requests, administrative tasks, and luxury sales campaigns to help streamline communication and operational efficiency. This is a part-time opportunity.
Key Responsibilities
Guest Services Support
Provide front-line support for guest inquiries and reservation assistance across all properties.
Responsibilities include:
- Answering incoming phone calls for all properties
- Responding to Chirps and guest inquiries in a timely manner
- Monitoring and responding to Guest Services inbox emails
- Assisting guests with booking reservations and experiences
- Responding to general property inquiries
- Supporting order tracking questions and guest purchase inquiries
Assist the Wine Club team with member communication and administrative needs, particularly during club shipment periods.
Responsibilities include:
- Supporting incoming phone calls related to Wine Club inquiries
- Assisting members with credit card updates
- Helping with membership account updates
- Processing order changes and case upgrades
- Supporting upsell opportunities when appropriate
- Responding to general member service requests in a timely manner
Shared Responsibilities (Guest Services & Wine Club)
Customer & Member Support
- Ensure all guest and member requests are handled promptly and professionally
- Maintain accurate records and ensure guest and member data is properly captured and updated
- Assist with consumer sales support and customer inquiries related to purchases
- Support upselling opportunities when appropriate
- Assist the team with administrative support related to sales initiatives
- Assist with order tracking and shipping inquiries
- Process returns and initiate reshipments and/or refunds when necessary
- Ensure that all work regarding consumer sales, shipping, and service is completed in full compliance with alcohol shipping laws and company policies
- Assist with winery events as needed
- Provide operational support during high-volume periods, special events, or club shipment windows
Required Availability
- Weekend availability required, with Saturday availability especially important
Familiarity with relevant systems, including:
- C7
- WineDirect Fulfillment
- ShipCompliant
- RedChirp
- Flexible and adaptable in a fast-paced environment
- Coachable with a willingness to learn and grow
- Strong communication and customer service skills
- Ability to manage multiple requests while maintaining attention to detail
