Guest Experience Associate

Job Description:

Visit Napa Valley is the official destination management organization for Napa County. We promote the region as an attractive travel destination and enhance its public image as a dynamic place to visit, live and work.

The Guest Experience Associate is responsible for providing exemplary guest service to all visitors to the Napa Valley Welcome Center while facilitating guest experience and engagement through experience and innovative digital encounters. In addition, Guest Experience Associates offer guest service support in a variety of operational roles including retail operations, and concierge services.

What You’ll Do:
- Welcome guests with an emphasis of providing pleasant, timely and accurate visitor information.
- Provide unbiased information to the public regarding hotels, restaurants, wineries, local activities and attractions, the Napa Valley region and any other pertinent guest inquiries.
- Actively listen and discern what the guest wants from their experience in Napa and deliver suggestions that will meet and exceed their expectations.
- Stay up to date on Visit Napa Valley partnerships and initiatives and promote accordingly.
- Stay up to date on local offerings. This includes local retailers, hotel, restaurant and winery operations, as well as promotions and events to inform and assist guests.
- Be curious and informed about wines and the wine industry to make genuine connections with guests regarding wine.
- Help to ensure the smooth operation and safety of public areas by monitoring guest traffic flow and assisting guests as needed.
- Perform opening and closing duties including cash handling.
- Maintain the cleanliness and supplies of all shared spaces including bathrooms and breakroom throughout your shift.
- Attend scheduled meetings and provide constructive feedback and ideas regarding the Welcome Center.
- Liaise with the Marketing Department to project and extend the message, vision, and branding of Visit Napa Valley to the Welcome Center.

What We’re Looking For (Skills and Qualifications):
- 2-5 years of continuous experience in a customer service role.
- Experience in Napa Valley hospitality, tourism and wine industry is required.
- Ability to work with various operating systems such as Microsoft Office Suite and POS systems.
- Maintain a professional appearance and demeanor.
- Polished communication skills in all channels, including in-person, email, phone, social media, hand-written notes, etc.
- Excellent organization and problem-solving skills.
- Must be confident with partner recommendations and guest interactions.
- Demonstrated ability to effectively engage with culturally diverse audiences of varying ages.
- Ability to exercise initiative, sound judgment and diplomacy in all Visit Napa Valley related matters.
- Ability to establish and maintain an effective working relationship with employees, management, partners and the general public.
- Must be available to work variable shifts including weekends and have flexible hours throughout the week.
- Accepting applications from part time and full time candidates

What We Will Provide:
- Health Benefits: 100% of the premium covered for you and 50% for eligible family members, including medical, dental, vision and life insurance
- Paid Time Off (PTO) and 5 paid holidays
- 401(k) Retirement Savings Plan, with company matching up to 4% of salary.
- The expected hourly range for this role is $22.00 - $24.00 - actual pay will be determined by experience, education and qualifications.

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