Assistant Head Concierge

A rare opportunity to join theCity Winery team as we reimagine the future of live music and hospitality. City Winery to deliver thehighest end combined culinary and cultural experience to our customers who arepassionate in sharing wine, music, and culinary arts. We are a unique facility,combining a fully functioning winery with intimate concerts, food & wineclasses, private events in a variety of configurations, and fine dining. Wehave created a compelling mix for our sophisticated clientele of foodies, andactive cultural patronsbringing the wine country experience to the middle of alarge city.

Position Summary
The GuestServices Associate is part of our customer support team. Youll be the firstpoint of

contactfor customers before and after their visit, answering questions, resolvingissues, and

ensuringa smooth experience via phone and email. While we operate in the event and

hospitalityindustry, this position is not a front of house position. You will supportguests using

variousdigital tools and systems.

Why us?

Competitive pay

We are a rapidly expandingnational entertainment and hospitality company, offering tremendousopportunities for driven and ambitious individuals.

Medical, Dental, VisionInsurance

nDORFins program designed topromote a healthy and active lifestyle!

401K (and yes we match!)

Flexible Savings Accounts,HSAand Dependent Care, Basic Life and AD&D Insurance

Amazing discounts, 50% OFFall dining/retail wine

Free Family Meal

Tickets to available shows

Andmore!

Overview of Responsibilities

CustomerSupport (Phone + Email)

Respond to guest inquiriesvia HubSpot Helpdesk and Dialpad

Assist guests with:

Ticket purchases

Memberships and benefits

Venue/show information

Policy clarification and event logistics

Troubleshoot issuesincluding:

Missing tickets

Payment errors

Account or login problems

Ensure all guest concerns aretracked, resolved, and followed up on as needed

Maintain a consistent,friendly and knowledgeable tone across all channels

Proactively identify upsellopportunities, such as premium seats, VIP packages, or add-

ons

ProblemSolving & Documentation

Use internal systems (Vivenu,Stripe, Commerce Layer) to research and resolve guest

issues

Document common problems andsolutions to build out internal knowledge base and

team SOPs

Propose enhancements to processes andworkflows that improve guest satisfaction and

team performance

Sales& Revenue Support

Recommend relevant products,services, or upgrades to guests based on their inquiries

Promote memberships, events,and add-ons where appropriate to maximize the guest

experience and contribute to sales goals

Collaborate with theMarketing and Ticketing teams to support seasonal campaigns or

special offers

Provide feedback on guestinterest and sales objections to inform future sales strategies

Collaboration& Special Tasks

Support ticketing operationssuch as VIP waitlists, seat adjustments, and special event

logistics

Partner with internaldepartments to ensure accurate guest communication and service

delivery

Help identify and communicateguest trends, pain points, or recurring issues to improve

cross-departmental strategies

Minimum Qualifications

Someone who genuinely enjoys solving problems and helpingcustomers

Professional, patient, and empathetic communicator

Confident in identifying root causes and delivering accurate,timely solutions

Curious, detail-oriented, and excited by variety inday-to-day work

Flexible and available to work evenings, weekends, andholidays when needed

Sales-minded: able to recommend products, upsell membershipsor upgrades, and

identify opportunities to drive revenue whilesupporting the guest

About Us

Wine, food, andlive entertainment collide at City Winery to create a dynamic and incrediblyunique workplace. Since 2008, City Winery has been turning heads across thenation with amazing live performances, delectable cuisine, and award winning,locally produced wines. But there's more to us than that we're a haven for community and creativity, aplace where the philosophy of hospitality is more than just a buzzword, but away of life. City Winery, founded by music industry veteran & visionaryMichael Dorf, has established itself as a one-of-a-kind brand providingunforgettable experiences for guests. From world class music venues tosustainably produced wines with ratings of 90+ points, City Winery offers arange of topnotch events & experiences.

We are an equalopportunity employer and value diversity at City Winery. We do not discriminateon the basis of race, religion, color, national origin, gender, sexualorientation, age, marital status, veteran status, or disability status.Additionally, City Winery participates in the E-Verify Program in certainlocations, as required by law.