Guest Experience Coordinator

Guest Experience Coordinator

As a B Corp certified business, Clif Family is guided by our values to sustain our planet, our community and our people. We strive to support a healthier, more sustainable world through the enjoyment of wine, food and connection. We organically farm the grapes, olives, fruit and vegetables that go into our wine and food products and we work with our suppliers to source organic ingredients. Every Clif Family product is made with the highest quality and care while having the lowest impact and cost to our planet.

Are you energetic, outgoing, and passionate about creating memorable experiences? Do you love connecting with people, talking about great wine and food, and making guests feel genuinely welcomed? If so, we'd love to meet you!

We're looking for a bubbly, positive, and hospitality-minded team member to be one of the first points of contact for guests visiting Clif Family Winery. As a family-owned, boutique winery, we take a personal approach to hospitality and are passionate about creating exceptional wine and food experiences for every guest.

The Guest Experience Coordinator plays a vital role in delivering Clif Family's signature hospitality. We are looking for an energetic, positive person to be the first contact for guests. This position will be key to ensuring our guests receive the highest level of guest experience. This role oversees daily reservation logistics, tastings, boardroom activations, and on-site events—consistently anticipating guest needs and seamlessly navigating booking platforms to deliver warm, high-touch, and memorable service.

Position Responsibilities:

• Serve as the main point of contact for reservations.
• Covers calls and the shared inbox Tuesday–Saturday.
• Answer and respond to all incoming reservation requests, changes, and cancellations, notifying relevant personnel as needed. Confidently guide guests through the booking process while managing multiple tools and platforms.
• Assess guests' needs and match them with the appropriate Clif Family experience, recommending additional experience or offerings when appropriate.
• Accurately build and manage reservations with detailed notes, working closely with Hospitality Management to align reservations with staffing and operational needs.
• Maintain comprehensive knowledge of all hospitality offerings and ensure special requests are accurately recorded and communicated across reservation systems, POS, and CRM.
• Document, troubleshoot, resolve, and/or appropriately escalate guest concerns or issues to ensure they are addressed in a timely manner.
• Deliver exceptional hospitality and service to every guest.

Hospitality & Event Operations:

• Coordinate the setup, general logistics, and special arrangements for conference room activations, large groups, trade visits, and media visits.
• Pour at hotel pourings and other off-site events as needed to promote Clif Family and drive reservations to the tasting room.
• Support events, experiences, and other hospitality projects as needed.

Industry & Community Partnerships:

• Build and maintain relationships with concierges, drivers, and other industry partners through ongoing outreach to drive referral business to Clif Family.
• Manage Clif Family's Sip & Support partners, including coordinating event schedules, communicating with nonprofit partners, and tracking partnerships year over year.
• Coordinate and fulfill donation requests submitted through the Approved for Good platform.
• Post and engage on community partnership portals by sharing relevant Clif Family events, promotions, and information. Help maintain strong relationships and visibility within our community partnerships and support pop-up tastings as needed.

Membership & Customer Support:

• Share responsibility for Customer Support calls and the shared inbox Tuesday–Saturday.
• Manage member accounts, including account setup, updates, and general maintenance.
• Process membership orders, make necessary order adjustments, and assist with member requests.
• Provide tracking information to members and assist with shipment-related questions and other membership needs.
• Develop and maintain comprehensive knowledge of Clif Family wines, wine club memberships, events, promotions, and member benefits.
• Use product and membership knowledge to confidently answer guest and member questions and identify opportunities to enhance their experience.

Online & Social Media Engagement:

• Respond to online reviews using approved playbook responses and maintain a consistent, professional brand voice. Monitor customer feedback and escalate issues or concerns when appropriate.
• Engage with Clif Family Winery's social media content through likes, shares, comments, and other appropriate interactions via Sprout. Help increase engagement and strengthen relationships with our online community.

Skills Required:

• Undergraduate degree or equivalent experience in hospitality or related field.
• Wine education or training is preferred.
• Strong knowledge of Napa Valley wines, wine and food pairings, and the local wine industry a plus.
• High-level customer service and hospitality skills with a sharp attention to detail.
• Exceptional verbal and written communications.
• Ability to multitask and remain calm and friendly under pressure.
• Proficiency in Microsoft Office, CRM tools, reservation platforms, and POS systems.
• An enthusiastic, collaborative, and solution-oriented personality.
• Self-starter with a proactive approach to problem-solving.
• Ability to lift up to 50 lbs.
• Availability to work weekends, holidays, and special events as needed.
• Valid CADL Drivers License and clean driving record