Guest Services Associate - Ram's Gate Winery

Description

Perched upon the rolling hills that define the landscape of the Carneros AVA, Ram’s Gate welcomes visitors as they enter Sonoma’s Wine Country. The vision of owner Jeff O'Neill, Ram’s Gate Winery brings a new perspective on refined elegance through thoughtful farming, transparent winemaking, genuine hospitality, and sublime culinary experiences. The cornerstone of the O'Neill family portfolio, Ram's Gate is dedicated to creating compelling and uncompromising wines 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.

At Ram’s Gate Winery, our hospitality is rooted in authenticity, ensuring each guest receives a tailored and immersive experience that is as thoughtful and memorable as the wines we craft. We are committed to providing an atmosphere where passion for people and wine come together to create an unparalleled level of service and engagement.  As a Certified B Corporation and industry leader in sustainability, we are committed to doing the right thing for our employees, consumers, partners, and the planet—because a sustainable future starts with us. Our mission is simple: Inspire a happier & more sustainable world, one glass at a time.

The Guest Services Associate plays an essential role as the first and last impression of the winery, ensuring that every guest feels welcomed, valued, and attended to with thoughtful care. This role is more than just greeting and welcoming guests—it’s about crafting intentional, curated experiences that reflect the winery’s dedication to exceptional hospitality. This includes seating, assisting with wine purchases, guiding guests through membership questions and accurately capturing the details of each guest's visit. They thrive in a team-driven environment, seamlessly balancing guests' needs while supporting fellow staff and business operations to ensure an effortless and memorable visit. The Guest Services Associate takes pride in delivering genuine hospitality, fostering a team-driven environment, and tailoring each interaction to create lasting impressions through personalized service and meticulous attention to detail.

DUTIES AND RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Engage with guests and members in a genuine, warm, and welcoming manner, ensuring that each guest and member of the estate feels personally valued. 
• Anticipate and respond to guest requests – both spoken and implied – to exceed guest and member expectations. 
• Assist members with allocation customizations and pick-ups, including any profile account updates.
• Manage reservations through Tock with precision and efficiency, providing a seamless guest flow while thoughtfully coordinating seating arrangements. Effectively communicate updates to the Lead Concierge and Wine Hosts to uphold the highest standard of hospitality and service.
• Actively build strong guest relationships and tailored guest experiences by capturing all guest preferences and details accurately 
• Develop a deep understanding of Ram’s Gate wines and experiences, confidently sharing insights to enrich the guest journey. 
• Support winery and membership events, helping with setup, executions, and guest engagement. 

Requirements

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

• 1+ years of experience in luxury customer service, sales, or hospitality.
• Strong verbal and written communication skills to engage professionally with guests and colleagues. 
• Attention to detail and genuine enthusiasm for delivering a tailored guest experience.
• Technologically proficient – experience with Microsoft Office, Tock, and WineDirect is a plus.
• Versatile and flexible mindset with a strong ability to multi-task, stay composed under pressure, and make effective decisions in a fast-paced setting. 
• Certification in California Food Handlers Training is required within 30 days of employment.
• Certification in California RBS Training is required within 30 days of employment.
• Must be at least 21 years of age.

CULTURAL BEHAVIORS

O’Neill team members are Forward