Customer Service Manager

A rare opportunity to join the City Winery team as we reimagine the future of live music and hospitality. City Winery to deliver the highest end combined culinary and cultural experience to our customers who are passionate in sharing wine, music, and culinary arts. We are a unique facility, combining a fully functioning winery with intimate concerts, food & wine classes, private events in a variety of configurations, and fine dining. We have created a compelling mix for our sophisticated clientele of foodies, and active cultural patrons—bringing the wine country experience to the middle of a large city.

Position Overview:

The Customer Service Manager is responsible for overseeing all guest service operations for our team that handles the main line phone/email for the company, ensuring a seamless guest experience across our venues. This role will lead and develop the Guest Services Associates, enhance guest communication strategies, and build out our Customer Relationship Management (CRM) system to elevate the overall guest experience.

The ideal candidate is a proactive leader with strong customer service expertise, excellent communication skills, and a passion for creating memorable experiences in both restaurant and entertainment settings. The candidate should have a deep interest and understanding of hospitality especially when it comes to de-escalating negative situations and turning them into positive guest interactions.

Guest Experience & Service Excellence

• Oversee guest inquiries and service needs related to:
• Venue operations (concerts, performances, ticketing).
• Restaurant reservations & dining experience.
• Event inquiries (private events, wine tastings, special experiences).
• Membership fulfillment and billing
• Website assistance
• Develop and implement guest service standards & communication best practices to enhance the guest experience.
• Ensure all interactions align with City Winery’s brand voice and hospitality standards.
• Handle escalations and VIP guest accommodations to maintain exceptional service levels and turn challenges into opportunities.
• Train the Guest Services team on service verbiage, etiquette, and problem resolution.

Team Leadership & Development

• Lead, train, and develop the Guest Services Associates to provide top-tier customer service.
• Foster a guest-first culture within the team, ensuring consistent communication and responsiveness.
• Convey a passion and enthusiasm for improving guest satisfaction.
• Provide ongoing coaching and performance evaluations to improve efficiency and service quality.
• Continue to improve and develop the training program for associates.

CRM & Data Management

• Build out and manage City Winery’s CRM system to track guest interactions, preferences, and feedback.
• Develop and maintain a guest database, ensuring effective follow-ups and retention strategies.
• Utilize CRM insights to personalize guest experiences and improve repeat business & loyalty in coordination with the Ecommerce Team.

Operational Coordination

• Work cross-functionally with Venue Operations, Restaurant Management, and Events Teams to ensure guest expectations are met.
• Oversee ticketing inquiries, event RSVPs, and reservation systems to ensure accuracy.
• Partner closely with Ecommerce and Systems Management teams to troubleshoot issues and ensure a seamless digital experience for our guests.
• Ensure seamless coordination between guest services, front-of-house, and event staff through management of the location-specific concierge communication chats.
  

• 2 years of experience in guest services, hospitality, or customer experience management.
• Genuine devotion to exceptional customer service especially during crises.
• Strong leadership and team development skills.
• Experience handling guest inquiries across multiple channels (phone, email, social media).
• Proficiency in CRM systems & reservation platforms (Resy, Salesforce, or similar).
• Excellent verbal and written communication skills with a hospitality-focused approach.
• Ability to problem-solve quickly and effectively in a fast-paced environment.
• Passion for the hospitality, music, and events industry.