Associate, Guest Relations

Job Description

When our first wine, The Prisoner, was released two decades ago as a complex blend of some of California’s best and most unusual grape varieties, it swiftly and permanently changed the perception of what a red blend wine could be. 

Since then, we’ve grown to include a range of rule-bending blends with provocative label designs, being recognized by fans and wine critics alike as one of the most bold and innovative wine brands in the market, leading the resurgence of California luxury red blends and earning “cult” wine status.

Today, our Director of Winemaking Chrissy Wittmann and her team work with over 100 growers in northern California, bringing together exceptional fruit to produce a family of intriguing wines unrestricted by tradition.  The Prisoner Wine Company is located on the legendary Highway29 in Napa Valley and welcomes visitors year-round for unexpected, immersive experiences.

Position Summary

As the Host/Support associate, you’ll be responsible for greeting and guiding guests as they arrive at The Prisoner Wine Company (TPWC) Tasting Lounge and for ensuring a hospitable and professional atmosphere while providing our guests with the highest level of service possible in a friendly and efficient manner.

Responsibilities

• Warmly greet incoming guests and respond to any questions they have regarding TPWC
• Anticipate and address the needs of our guests in a warm, friendly manner
• Answer phone calls and maintain reservations via reservation system
• Offer guests suggestions on local restaurants and visitor experiences in the Napa Valley
• Maintain a neat and clean greeting area for guests
• Assist with general day-to-day Tasting Lounge operations as needed
• Attend all staff meetings as required
• Process customer transactions, including shipping orders, on a retail POS system using a stationary register or tablet
• Pull and wrap wine and merchandise orders from the Lounge and Makery
• Courteously interact with guests; answer inquiries, assist with wine or merchandise selection, suggest upsell items
• Assist guests with transporting purchases to their vehicle or arrange for pick-up, shipment or delivery.
• Take customer shipping orders in compliance with wine shipping regulations
• Actively work to support customer data capture
• Assist in the preparation and presentation of wine tasting flights, ensuring accuracy and consistency.
• Remove used glassware, plates, and utensils, and transport them to the cleaning area.
• Reset tables for the next guests, ensuring a clean ensuring that the tasting room remains tidy and welcoming.
• Oversee the setup and breakdown of events, ensuring the TPWC estate is prepared according to the client's specifications.
• Manage the inventory of event supplies and equipment, ensuring everything is in good condition and available when needed.
• Work cooperatively with other departments, including Hospitality and Culinary staff, to achieve goals and maintain open channels of communication.
• Adhere to all safety regulations; maintain a clean, orderly and accident-free work space at all times

Minimum Qualifications

• 1-3 years’ experience in a high-volume, luxury retail, restaurant or hospitality environment required
• Must present a polished and professional image  
• Must be an organized multi-tasker and be able to remain calm under pressure in a busy work environment
• Must maintain a positive and professional approach with coworkers and customers
• Must possess solid and proactive Customer Service skills
• Must be a flexible, proactive team-player
• Must be enthusiastic and friendly and be able to communicate well with individuals of diverse backgrounds
• Proficient with PC software including Microsoft Word and Excel
• Intermediate math skills
• Foreign language skills a definite plus
• Food handler certification required

Preferred Qualifications

• 1-3 years of college or equivalent higher education
• Knowledge of Tock reservation system
• Knowledge of Tripleseat event management system
• Knowledge of Shopify point of sale

Physical Requirements/Work Environment

• Must be able to lift 55 lbs
• Must be able to work extended hours including evenings, weekends, and holidays.
• Must be able sit and/or stand for long periods of time, and work on a computer for extended periods.
• Must be able to work both inside and outside in varied weather conditions.
• Must have a valid driver’s license.
• Must be at least 21 year