Guest Services Associate

Who We Are: Perched upon the rolling hills that define the landscape of the Carneros AVA, Ram’s Gate Winery welcomes visitors as they enter Sonoma’s Wine Country. The winery’s portfolio showcases wines that are fresh, compelling, and uncompromising in quality, sourced from vineyards that encompass the spirit of Sonoma County. Its connection to the land is reflected in the breathtaking tasting room that overlooks the estate vineyard made up of 28 acres of organically farmed vines. Rooted in exploration, the Ram’s Gate Winery team brings a new perspective on refined elegance through thoughtful farming, transparent winemaking, genuine hospitality, and sublime culinary experiences.

Who You Are: You enjoy working with a team and love to collaborate. You thrive in a fast-paced, sales-oriented environment where you can take ownership of your workflow and create lasting relationships. You are passionate about wine and promoting exceptional customer service, and you have strong administrative and sales skills to help our business grow and succeed.

Job Description: The Guest Services Associate is an integral role to the winery; often the first and last impression of Ram’s Gate Winery. Maintaining a friendly, gracious, and professional demeanor is key to this position. The ability to multi-task while maintaining composure in an often-busy atmosphere is essential. This role is mainly responsible for making tasting reservations, greeting all members and guests and assisting with their needs up to and including seating them for a tasting and assisting with wine purchases. This role reports to the DTC/Membership Manager and collaborates with all departments including Hospitality, Marketing, Private Events and Winemaking.

Essential Functions:

• Provide a high level of hospitality and customer service to members, guests and general consumers via phone, email, text and in-person interactions
• Respond to all inquiries in a cheerful, timely and professional manner
• Filter any inquiries to their respective departments
• Subject matter expert regarding various Winery Experiences, Membership Benefits and general Winery information and be able to explain in a clear and concise manner
• Greet and seat all guests in a friendly and professional manner
• Schedule, book and modify reservations in Tock software tool
• Work with Tasting Room Floor Manager to adjust reservations when needed, including walk-ins
• Execute daily opening and closing Guest Services checklist
• Assist Members with Allocation customizations and Pick-Ups, up to and including any profile account updates
• Maintain an accurate and up-to-date reservation database
• Know, understand and be able to talk about the wines we produce
• Assist in the preparation and implementation of winery and membership events
• Assist with weekly/monthly inventory

Knowledge, Skill and Experience:

• 1 years of experience in luxury customer service, sales, or hospitality
• Associate degree in Business, Hospitality or Marketing, or equivalent experience preferred
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm, professionalism and a sense of urgency while remaining calm under pressure
• Must be available to work weekends and occasional evenings
• Strong written and verbal skills with an ability to communicate effectively with internal and external stakeholders
• Experience building effective relationships and collaboration across departments to achieve joint goals
• Passion for our product and knowledge of wine tasting practices and industry regulations
• Strong attention to detail with the ability to produce highly accurate results
• Technologically savvy with knowledge of Microsoft Office programs required; experience with Tock and WineDirect is highly desirable
• Ability to learn new systems and procedures
• Must be able to speak, read, write, and understand the primary language used in the workplace
• Contributing to an inclusive environment
• Certification in California Food Handlers Training required or within 30 days of employment
• Certification in California RBS Training required or within 30 days of employment
• Must be at least 21 years of age
• Valid driver’s license with a social security card OR a passport required

Physical Requirements:

• Able to sit or stand for long periods of time and work at a computer workstation
• Able and willing to work weekends and some nights
• Able to withstand working in varying environment temperatures
• Must be able to lift 40 lbs

The physical requirements listed are representative of those that must be met by an employee to successfully perform the key responsibilities/essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, there will be a need to regularly talk, taste and smell wine. There will also be a need to stand, walk, sit, use hands to move equipment, word process and operate equipment, climb, or balance, stoop, kneel, crouch and crawl.                                                                                                            

The above information is representative of the work performed in this position; however, it is not all-inclusive. The omission of a specific duty or responsibility does not exclude it from the position if the work is similar or related to the essential duties and responsibilities.

Ram’s Gate Winery is an equal opportunity employer, committed to a diverse and inclusive work environment. 

Salary : $20 - $24