Job Description

Job Description:

Grgich Hills Estate was founded in 1977 by Miljenko "Mike" Grgich and Austin Hills of the Hills Bros. Coffee Company after the 1973 Chateau Montelena Chardonnay Mike crafted won the history-making 1976 Paris Tasting, beating the best wines of France.

Today, Grgich Hills Estate remains family-owned and operated, passionately devoted to the art of winemaking and regenerative farming. Our 100% estate-grown vineyards are Certified Regenerative Organic through the Regenerative Organic Alliance (ROA), a leading force in the Regenerative Agriculture movement worldwide. Referred to as "Organic Plus,” regenerative farming is a science-driven approach focused on no-till soil management, building organic matter to sustain microbial life, incorporating livestock and biodiversity, and caring for people who work in the fields and winery. It is a key component of combating climate change and reducing greenhouse gas pollution. Regenerative farming enables winemaking with minimal intervention and wild yeast fermentation, creating elegant, balanced, and complex wines with a distinct sense of place.

We care deeply about making world-class wines that help build a better future for ourselves and generations to come, regenerating the earth and cultivating peace. We are dedicated to maintaining a safe, friendly, healthy environment to ensure employee well-being by building loyalties, pride, trust, and mutual respect. Our values come from Mike Grgich, whose father said: "Every day, do your best, learn something new, and make a friend." We all live these values daily, personally, professionally, and passionately. This is an opportunity to be part of a winery that cares about making the world a better place, one friend at a time.

SUMMARY OF POSITION:
The Concierge will act as an ambassador of Grgich Hills Estate, providing exceptional customer service and offering a welcoming, memorable experience to our guests as the first point of contact. Primary responsibilities will be coordinating reservations over the phone and via email, maximizing the booking opportunities for the GHE tasting room, and following up on special event inquiries. In addition, this role will assist the GHE hospitality team by welcoming guests during busy times in the tasting room, hosting tastings when requested, and assisting with administrative support as needed. This role requires flexibility and the ability to consistently shift priorities while working with a high volume of customer service inquiries.
RESPONSIBILITIES:
1. Serve as an ambassador of the company, exemplifying excellence in customer service while managing a multi-line phone system, email, and reservation platform. Responsible for answering, screening, and returning Tasting Room and Event calls and inquiries.
2. Assist customers with competing reservation requests via the phone and online.
4. Manage the reservation confirmation process in TOCK.
5. Responsible for scheduling and choreography of tasting appointments to ensure that the flow is appropriate for the space and staffing restrictions of the Tasting Room.
6. Provide guests services support to greeter/host, wine educators and event team as needed.
7. Create and develop relationships with local concierges and drivers, encouraging them to book directly with GHE.
8. Follow up on event and large group tour/tasting inquiries in a professional, timely manner.
9. Prepare and distribute collateral for all booked appointments throughout the day. Print menus based on daily needs.
10. Support Membership Services as needed with phone calls, membership inquiries and tasting requests.
11. Communicate with the appropriate staff members any changes or delays in the daily schedule.
12. Perform general administrative and clerical support as needed for the Tasting Room Manager and Hospitality Manager.
13. Ability to work in various weather conditions and non-traditional business hours including evenings, weekends, and holidays.
14. Any other duties assigned.
BEHAVIORAL EXPECTATIONS:
1. Demonstrates ownership of job responsibilities through focus, determination, and attention to detail.
2. Demonstrates an attitude of teamwork by working collaboratively with peers to identify positive solutions to problems or issues.
3. Displays trust in their actions, having the confidence to know that we are all working for the benefit of each other.
4. Brings forward ideas for improvement and ways to increase efficiency. Is open to new ideas and positive change.
5. Strives to elevate their performance and welcomes feedback. Is receptive to changing needs and priorities.
6. Demonstrates respect for peers and colleagues, embraces differences and strives for understanding.
7. Shows care and responsibility for the resources that have been provided to them and aids in our efforts for social responsibility and being environmentally conscious.
8. Acts with integrity, honesty, and fairness, working towards achieving personal achievement rather than public attention.
9. Demonstrates pride in their work while striving for excellence.
QUALIFICATIONS:
Previous Work Experience: 2 + years of luxury customer service experience, preferably in the Napa Valley
Education Requirement: High School Diploma or equivalent.
Interpersonal Skills:
•  Excellent customer service skills, enjoy working with people, and possess a friendly, outgoing, and positive personality
•  Solutions-oriented
•  Service Heart
•  Knowledge of Commerce 7 and TOCK a plus
•  Knowledge and use of MS Office, including Word, Excel, and Outlook, required
•  Excellent written and oral communication skills
Physical Requirements:
•  Ability to lift up to 40 lb often

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Job Tags

Full time, Work experience placement, Local area, Worldwide, Shift work, Afternoon shift,

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