Guest Services Coordinator

Job Description:

Position Overview
The Guest Services Coordinator ensures that every guest interaction—before, during, and after the visit—is supported by careful preparation and seamless execution. This includes managing inquiries, building reservations, preparing visit materials, coordinating shipping logistics, maintaining inventory accuracy, and supporting hospitality and sales teams with timely, polished communication. The role requires strong systems proficiency, exceptional attention to detail, and a warm, professional demeanor that reflects the values of Gamble Estates.

Essential Duties & Responsibilities
Administrative & Guest Operations
-Serve as the administrative hub for the hospitality program, ensuring all guest and member information is accurately captured across CRM, C7, ShipCompliant, and shipper portals.
-Manage hospitality inquiries via phone, email, and text with clarity, warmth, and professionalism.
-Answer phones promptly, route calls appropriately, and assist clients whenever possible.
-Build and coordinate reservations by extracting, validating, and confirming all pertinent guest details.
-Confirm all appointments on Mondays and Thursdays; update reservation notes as needed.
-Prepare daily visit materials including personalized menus, tasting sheets, collateral, and guest profiles.
-Maintain pars of tasting room, farmhouse, and marketing collateral; print and restock as needed.
-Enter visit details, guest notes, purchase history, and follow-up actions into CRM systems with accuracy and discretion.
-Provide administrative support to Hospitality, Sales, Private Client, and Executive teams.
-Ensure all guest information is handled in accordance with PCI compliance standards.
-Coordinate estate reservation logistics including calendars, agreements, and guest confirmations.

Shipping & Fulfillment Coordination
-Release DTC orders for shipment in alignment with safe-weather shipping parameters.
-Pack and ship DTC, event, and wholesale orders requiring special handling in coordination with the onsite warehouse team.
-Schedule pickups for will-call orders going to off-site storage facilities; follow up on overdue pickups.
-Address returned shipments promptly and professionally.
-Respond to customer shipping inquiries in a timely, friendly, brand-aligned manner.
-Proactively reach out to customers regarding delays, non-compliant orders, or delivery exceptions.
-Support hospitality staff with shipping questions, special requests, and service-recovery needs.
-Process special shipping requests, in-house orders, and gift packaging or etching orders.
-Monitor and process daily shipping orders in a compliant and timely manner.
-Assist with packing and labeling PR and wholesale sample sends.
-Continuously look for ways to elevate the delivery experience and enhance service throughout the fulfillment process.

Inventory & Warehouse Operations(In coordination with the Director of Hospitality)
-Maintain a neat, clean, and organized winery warehouse environment in partnership with the production team.
-Ensure sufficient inventory of current and library wines to support tastings, carryout orders, DTC shipping, samples, and owner use.
-Collaborate with the Director of Hospitality to forecast inventory needs.
-Coordinate and schedule transfers of wine between warehouses.
-Source, order, and maintain inventory of shipping supplies, tasting room boxes, and branded bags.
-Conduct wine inventory at all warehouses as scheduled; investigate discrepancies collaboratively.
-Maintain accurate inventory records across systems and support flawless inventory management in tasting locations.

Hospitality Support & Guest Experience (Secondary Focus)
-Support the setup and breakdown of tastings, private visits, and special events.
-Assist in the tasting room as needed, including greeting guests, hosting occasionally, and ensuring polished presentation of all spaces.
-Maintain pristine conditions throughout hospitality areas in partnership with the Estate Manager.
-Relay relevant guest insights to the Director of Hospitality to support long-term relationship management.
-Assist with onsite event preparation, execution, and cleanup.
-Provide thoughtful guest follow-up, including handwritten thank-you notes when appropriate.

Club, Release & Compliance Support
-Assist with three annual club shipments by reviewing special instructions, compliance issues, and updating orders.
-Support three annual wine release events by reviewing unpaid orders, addressing compliance failures, and ensuring special instructions are completed before processing.
-Ensure all orders are processed in compliance with state regulations and internal standards.

Candidate Profile
-Experience & Education
-3–5 years of experience in luxury hospitality, administrative coordination, shipping/logistics, or a wine-focused role.
-Strong foundational wine knowledge; WSET Level 2 or 3 preferred.
-Bachelor’s degree desirable.

Skills & Competencies
-Exceptional verbal and written communication skills with a polished, client-service-oriented approach.
-Highly organized with meticulous attention to detail and accuracy.
-Strong time-management skills with consistent follow-through.
-Warm, gracious, and poised demeanor with uncompromising professionalism.
-Ability to work collaboratively within a high-performing team.
-Proficiency in Microsoft Excel, Word, Canva, Outlook, CRM systems, C7, ShipCompliant, and shipper portals.
-Professional maturity, reliability, and accountability.

Physical & Scheduling Requirements
-Ability to lift and transport a case of wine periodically.
-Ability to stand for extended periods and move throughout the property when hosting.
-Ability to work weekends and maintain a consistent full-time schedule.
-Flexibility to support evening events as needed.
-Valid California drivers license

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