Administration and Hospitality Manager

Job Description:

Full time, non-exempt, generally five days per week, including occasional evenings and weekends based on tasting and event schedules. Applicable overtime will be paid in accordance with California law. Compensation: The salary range reflects what Marciano Estate reasonably expects to pay upon hire. Final base salary will depend on relevant experience, skills and other job-related qualifications. Commission calculation, eligibility and payment terms will be outlined in a written commission agreement provided before employment begins. The position also includes eligibility to participate in a bonus plan, subject to the applicable plan terms.
Benefits: 2 weeks paid vacation and employer-sponsored medical insurance subject to plan eligibility and paid sick leave in accordance with California law.

Marciano Estate is seeking a highly organized and hospitality-minded professional to support its direct-to-consumer sales and guest experience programs.
This hands-on position combines private tastings, events, digital communications, customer relationship management, assistance on seasonal wine releases and general sales support. The successful candidate will be comfortable moving between detailed administrative work and direct interaction with guests, members, vendors and colleagues.
The Administration and Hospitality Manager will support the sales team across all DTC channels with a focus on administration, hosting tastings and events at the estate as well as supporting digital communications and allocation releases.
Marciano Estate has a close-knit, collaborative team. Flexibility, discretion and a willingness to contribute across functions are essential.

Key Responsibilities
Guest Experience
•  Respond to all tasting requests and coordinate to schedule tastings and plan each one according to customer’s interests.
•  Be the point of contact for all guest inquiries leading up to the tasting and follow up after the tasting.
•  Prepare guest spaces for all private tastings and visits. Set-up and break down.
•  Schedule housekeeping according to tasting schedule and events.
•  Host tastings independently when required (mostly when director of sales is on the road or unavailable).
•  Welcome guests and help manage the flow and timing of each visit
•  Maintain polished, organized and properly stocked hospitality areas in coordination with the broader team.
•  Work with winemaking team to make sure we have enough wines packaged and on hand for guests.
•  Manage the guest calendar and communicate upcoming visits internally.
•  Keep shared systems, calendars and customer records organized.
•  Maintain adequate supplies of sales, marketing and hospitality materials.
•  Manage and restock all collateral materials for tastings.
•  Prepare tasting materials, welcome notes and other guest-facing documents for each tasting.
DTC Sales & Member Support
•  Organize customer histories, notes and follow-up priorities for sales team.
•  Resolve customer concerns or coordinate with the appropriate team member until the matter is completed.
•  Support Allocations Manager on customer outreach and follow up as needed.
•  Assist with post-visit sales and order fulfillment. Enter tasting orders, customer notes (i.e. preferences, feedback, etc.) and samples pulled for each tasting into Offset within 24 hours when scheduled to work, or during the next scheduled shift.
Events
•  Coordinate hospitality and sales events, including guest visits, dinners, trade activities and seasonal programs under supervision of Director of Sales and Ownership.
•  Manage vendors, rentals, catering, staffing, schedules and event materials.
•  Manage events budget, responsible for staying on budget for each event. Work with accounting to deliver accurate bookkeeping for each event.
•  Assist in evaluating ways we can be more cost effective for events both on site and traveled to.
•  Be present for on-site during events, own the run-of-show and training for service team, entertainment, sales team, etc. and address operational needs as they arise.
•  Complete post-event summaries covering results, expenses and opportunities for improvement.
Digital Communications
•  Point of contact for our digital marketing consultant.
•  Gather and organize seasonal content that gives customers an authentic view of the property and its activities.
•  Keep website information accurate, including products, pricing, availability, and sales pages.
•  Coordinate website updates and technical corrections with outside partners.
•  Assist digital marketing consultant and Allocations Manager with scheduling and reviewing email campaigns for releases, special offers and general updates

Qualifications
Hospitality and customer relationship experience are valued as highly as direct wine-industry experience.
•  At least five years of experience in hospitality, restaurants, hotels, private clubs, galleries, events, sales, luxury retail or a comparable customer-facing environment.
•  Ability to build campaigns, manage order fulfillment and interpret customer and sales reports.
•  Strong written communication skills and the ability to represent the organization appropriately in customer communications.
•  Warm, polished and confident with guests.
•  Highly organized, detail-oriented and able to manage overlapping deadlines.
•  Willing to participate in routine hands-on work, including setup, breakdown, cleaning guest-facing spaces.
•  Ability to report to the estate and attend scheduled off-site work activities.
•  Ability to perform essential hospitality and wine-handling duties, including lifting and carrying a standard case of wine, with or without reasonable accommodation.
•  Experience with a winery DTC, e-commerce or customer relationship platform such as Offset, Commerce7, WineDirect, Shopify or a comparable system preferred.
•  Availability for weekend and evening work

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