Lead Concierge

• Courteously and warmly greet visitors, providing an exceptional first impression, and a thorough explanation and personalized recommendation of the Visitor Center wine experiences
• Manage all aspects of the reservation process, including booking or modification of reservations, accurate entry of information for walk-in guests, information useful to hosts to personalize guests experience
• Anticipate and proactively address guest needs and questions to ensure a comfortable and enjoyable experience
• Coordinate/flag special requests, including dietary restrictions, seating preferences, special celebrations
• Build and maintain strong relationships with guests to foster loyalty and repeat visits
• Collaborate seamlessly with front and back of house teams to ensure smooth operations and timely service
• Maintain a clean and organized reception area, presenting a welcoming and professional image at all times.
• Handle guest feedback and complaints with professionalism and discretion, escalating to management as needed for prompt resolution
• Using the table management software (Tock), strategically seat guests, update table status to expedite service, and ensure wait times are kept to a minimum
• Maintain and organize a wait list, notifying guests when tables are available using the reservation system
• Provide comprehensive information and history about Mumm Napa, the wines, the Mumm Napa Wine Club, menus, special events or promotions, merchandise
• Assist in the wine shop as needed, processing routine transactions through the point-of-sale system (Commerce7)
• Assist guests with tailored recommendations on local attractions, including other wineries, restaurants, hotels, etc., leveraging extensive knowledge of the area.
• Stay updated on industry trends, local events, and competitor offerings to provide accurate and relevant recommendations
• Offer a gracious good-bye to each guest, thanking them for visiting and inviting them to return

Key Competencies:

• Warm, welcoming and gracious character
• A proactive and guest-focused approach to service delivery
• Exceptional communication, interpersonal and guest service skills
• Excellent spoken and written English skills
• Proficiency in reservation management software and relevant computer skills
• Strong organizational skills and ability to multitask effectively in a fast-paced environment

Minimum Qualifications

• Must be at least 21 years of age
• High school diploma or equivalent.
• Previous experience in a fast-paced, high-end hospitality environment
• Clean and professional appearance
• Flexible schedule including weekends, some holidays and evenings as required by the business operational needs

Preferred Qualifications

• 2 to 5 years experience as a fine dining restaurant or luxury hotel host/hostess or concierge
• Intermediate computer skills: experience with CRM or other database system, or restaurant reservations or table management system preferred
• Foreign language skills are a plus
• A degree in hospitality, tourism or related field is a plus
• Knowledge of wine and wine production
• In depth knowledge of local Napa Valley attractions, wineries, restaurants, hotels, etc.

The salary range for this role, based in California, is $24-26/hr and is eligible for tips and commissions. Base salaries are determined during our interview process, by assessing a candidates experience, skills against internal peers and against the scope and responsibilities of the position.

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