Concierge - Arch & Tower (Robert Mondavi Winery)

Job Description

Position Summary

The Concierge serves as first and primary point of contact for guests. Working under the overall direction of the Lead and/or Supervisor, the Concierge is attentive to the overall first impression that a guest receives, greeting all guests with warmth and hospitality. Communicates guest specifications and requirements to Leadership to provide an unparalleled experience.   Ensures the cleanliness and organization of the assigned guest service areas, such as but not limited to the salon/foyer/retail wrap/Jewel Box/retail displays .

Responsibilities

Understand and perform to the expectations of the SOP manuals. Welcome all guests and ensure they are given responsive, professional, and gracious service at all times. Seat guests based on guest preferences and under the direction of Leadership.  Work to balance out the guest flow and maximize covers. Accommodate special seating requests whenever possible.  Understand how to accommodate guests with disabilities to ensure they have a pleasurable experience. Uses Property Operating system (currently TOCK) for appropriately facilitating reservations and guest placement. Maintain a clean and sanitary work environment.  Keep all service stations/areas clean and organized at all times. Communicate pertinent information to Leadership in a prompt fashion to respond to any guest needs and provide the highest possible level of service. Participate in Pre-Shift meetings, asking questions of menu items or wine choices for clarification and understanding. Ensure equipment is kept clean an in excellent working condition through personal inspection and by following the company’s preventative maintenance programs. Be able to properly manage time and resources and work efficiently with minimal supervision. Attend all required staff meetings, bringing forward suggestions for improvement. In collaboration with the Chef and Leadership, compose, print, and distribute daily menus with utmost accuracy and attention to detail. Be available to fill in as needed to ensure the smooth and efficient operation of the Ach & Tower as directed by the Supervisor. All other duties as assigned. Lead and develop Centralized Reservations team to achieving committed financial results: Drive onsite visitation to reach department goals and support company’s overall financial objectives Develop and build a high performing Centralized Reservations team: Develop team structure for continued growth and future success.  Support team in creating and obtaining individual objectives Drive a culture of training and development through weekly direct report meetings and monthly team meetings Develop relationships with key event sales partners such as local destination management companies and hotel partners Build on existing processes and procedures created for all reservation types to ensure streamlined reservation platform management. Support cross-functional Hospitality leadership team: Participate in weekly hospitality leadership team meetings Report on people, place, reservations, and achievements Communicate pertinent information from meeting with reservations team

Minimum Qualifications

• Excellent verbal and written communication skills, with a genuine desire to help customers in a friendly, courteous, and professional manner
• Ability to work under pressure and on tight deadlines and to multi-task effectively
• Excellent communication skills required, both verbally and in writing, to provide clear responses to clients and directions to internal hospitality management team and employees.
• Excellent proficiency in Microsoft Office and reservation management platforms
• Strong organizational and time management skills
• Willingness to work a flexible schedule, including days, evening, weekends, and holidays.

Preferred Qualifications

• 2-5 years of experience in a high-volume, luxury retail, restaurant, or hospitality environment

• 2 years reservation management software experience preferably Tock, Triple seat and other event management software

Physical Requirements/Work Environment

The employee frequently is required to sit or stand for long periods of time.  The employee is occasionally required to lift and/or move objects up to 50 pounds.  Frequent walking, including going up and down stairs and bending are required.

        Work Environment: Working conditions at an event may require the employee to be outside for extended periods of time and/or occasionally in a kitchen with slippery floors.  Irregular shifts, nights, weekends, and long hours may be required, particularly when working an event. 

ASPIRA, Fine Wines & Craft Spirits is a division of Constellation Br