Reservations Coordinator – The Prisoner Wine Company

Reservations Coordinator – The Prisoner Wine Company

Requirements

• 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 under stress.
• 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 ReServe Anywhere software and CellarPass helpful.
• Intermediate math skills.
• Foreign language skills a definite plus.
• 1-3 years of college or equivalent higher education.

Responsibilities

• Serve as primary reservations agent for The Prisoner Wine Company TL and The Makery.
• Assist with testing and implementation of reservations software for the management of all consumer visits as well as the integration of trade Hospitality and Direct to Consumer visitation calendars within the system.
• Manage guest seating in real-time, 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.
• Assist with leading events, creating run of shows for events, help serve and expedite service.
• Act as a point of contact for onsite events, and assist with orders of rentals for events.
• Process customer purchases using POS register or tablet to complete sales.
• Manage online bookings, troubleshoots reservation conflicts, send email confirmations, track and processes online guest payments.
• Interact with Corporate Trade Reservations team, maintaining current knowledge of Company sales payment protocol for all Trade events and guest visitations.
• Answer reservations phone line and assist guests with tour 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 pick-up, 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 of 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 CWUS sustainability policies and practices which are economically viable, socially acceptable and environmentally sound.
• Follow safe operating procedures, support safety programs and policies to safeguard personal safety, company property, environmental and team member’s safety.
• All other duties as assigned.

Preferred Qualifications

• Prior knowledge of ReServe Anywhere software and CellarPass helpful.
• Foreign language skills a definite plus.