LaBelle Winery Concierge

Job Description

Job Description

LaBelle Winery is seeking a Concierge reporting directly to the Director of Sales and Senior Operations Manager. This role is key to the success and growth of all  departments, and public events at all LaBelle locations. The role will be responsible for handling Public Event ticket sales and guest inquiries via phone and email, while assisting in preparation for public events. Additionally, this role will support all departments of LaBelle Winery as a general concierge, and require broad knowledge of multiple segments, including, but not limited to, restaurants, tastings rooms, golf, market, and events.

• Take guest info via phone to purchase tickets on the LaBelle website on behalf of the guests who do not wish to purchase tickets online or who wish to purchase with a gift card (via Toast).
• Respond to guest requests to refund event tickets or transfer ticket value to another event, and issue credit or new tickets, with detailed tracking of activities.
• Answer guest questions and track guest special requests such as event seating or menu requests via email or phone.
• Convert online ticket sale information into detailed public event guest check-in lists, BEO details, and event floor plans, including tracking furniture needs for floor plans, creating guest seating assignments by party, and tracking guest special requests.
• Send detailed event reminders emails to all guests the week prior to each public event using guest check-in lists, and again as additional tickets are sold.
• Track guest waiting lists for events and notify guests as additional tickets become available.
• Send follow up emails with link to post-event surveys to all guests after each public event.
• Create online ticket sales for public events on EventBrite website by duplicating FOO online public event products.
• Check all guest lists for Vineyard Club members (VC Members get priority reserved seating at all events). Notify the VC attendee about their reserved seats prior to the event.
• Frequently update Hive cards and BEOs for Public Events ticket sales tracking according to current sales.
• Format all Cooking class and Wine class recipe cards & handouts, print and cut, and ensure transfer to correct LaBelle location for the event.
• Update Tripleseat, Hive and Tripleseat Floorplans as needed to help maintain accurate event information.
• Monitor guest Survey Responses for comments that need to be addressed & share accordingly.
• Create server sheets, checklists and/or guidelines for Event Managers at public events according to particular details of each event, as needed.
• Assist with acquisition and preparation of event decor, guest handouts, and signage.
• Assist the PEM in various aspects of planning public events, including communication of event details with other LaBelle Departments, events marketing, subcontractor management and event scheduling.
• Other duties as required to the Public Sales, Public Event Management and Public Event Marketing areas.

GENERAL CONCIERGE

• Answer guests’ calls/emails and either direct them to the correct person, or assist them in their inquiry.
• Maintain organized Call Log data to assist us in tweaking FAQs, SOPs, and systems moving forward.
• Provide a warm, friendly customer service experience to guests calling in

Qualifications

•  Proficiency or ability to learn necessary software including Hive, Tripleseat, Tripleseat Floorplans, EventBrite, Apple Office Suite (Pages, Numbers, Keynote), ZOOM, WordPress and its plug-ins

•  Excellent customer service skills including clear communication, patience and kindness in both verbal and written interactions with guests
•  Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
•  Very strong interpersonal skills and the ability to build relationships

•  Expert level written and verbal communication skills: keen eye to detail and proofreading.

•  Demonstrate proactive approaches to problem-solving with strong decision-making capability

•  Emotional maturity

•  Highly resourceful team-player, with the ability to also be extremely effective independently

•  Demonstrate ability to achieve high performance goals and meet deadlines in a fast paced environment

•  Proven ability to handle confidential information with discretion and be adaptable to various competing demands.

•  Forward looking thinker, who actively seeks opportunities and proposes solutions

Physical requirements

• Ability to lift up to 20 lbs. occasionally
• Ability to sit/stand for extended periods

Competitive pay and benefits offered. 

• Health insurance
• Dental insurance 
• Vision insurance
• 401k matching 
• Company paid short term disability insurance 
• Company paid Life insurance 
• Paid time off
• Referral program

We are proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, gender, pregnancy, gender identity, disability, veteran status, sexual orientation, citizenship, national origin, or any other legally protected status. We encourage and welcome all applicants to apply.

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