Estate Ambassador - Providing Luxury Hospitality Experiences
Joseph Phelps Vineyards, renowned for producing world-class wines, seeks a passionate and dedicated Estate Ambassador to join our dynamic team. We are committed to excellence in every aspect of our operation, from grape growing and winemaking to sales and, most importantly, hospitality. If you share our values of excellence, growth, respect, and gratitude, and are committed to providing exceptional guest experiences, we invite you to become part of the Joseph Phelps family.
As an Estate Ambassador, you will be the face of Joseph Phelps Vineyards, creating memorable and luxurious brand experiences for our guests. You will achieve this by delivering unparalleled customer service and showcasing our exceptional wines and winery estate.
SUMMARY:
The Estate Ambassador is responsible for conducting elevated tastings and promoting the sale of wine and non-wine products at our Home Ranch. This role involves managing purchasing transactions (including ship sales, daily cash operations, and wine club enrollments), demonstrating expertise in Commerce 7 and Tock software, and supporting hospitality special events both on and off-premises.
DUTIES AND RESPONSIBILITIES:
Create Exceptional Guest Experiences (70%):
- Uphold Joseph Phelps Vineyards' commitment to providing world-class customer service, ensuring every guest feels welcomed and valued.
- Greet all visitors to the Historic Winery with warmth and professionalism.
- Conduct engaging and informative tours and tastings in a manner consistent with our brand's luxury image, catering to diverse audiences, including trade professionals and VIP guests.
- Continuously expand your wine and industry knowledge through relevant publications and interactions with our winery and vineyard teams.
- Artfully describe our wines, winemaking techniques, and winery history, answering guest questions with expertise and enthusiasm.
- Actively engage with guests to foster relationships and encourage purchases, providing personalized recommendations.
- Seek out external opportunities to promote the Joseph Phelps Vineyards brand and attract new visitors.
- Clearly and enthusiastically communicate Wine Club benefits to all visitors, striving to achieve conversion rate objectives.
- Collaborate closely with the Wine Club and E-commerce teams to stay informed about shipments, events, and promotions.
- Promote Phelps Preferred Wine Club membership.
- Pour wines with precision and grace for various tasting experiences.
- Manage complex purchasing transactions, including ship sales, international sales, Phelps Preferred enrollments, and inventory transfers.
- Provide support for hospitality special events as needed, ensuring seamless execution and guest satisfaction.
- Embody our cultural values of Excellence, Growth, Respect, and Gratitude in all interactions.
- Perform other duties as assigned by the manager.
Efficient Service Support (30%):
- Maintain the cleanliness, organization, and overall ambiance of the Guest Center, reflecting our commitment to luxury.
- Operate the point-of-sale system with accuracy, processing cash and credit card transactions.
- Address and resolve customer issues related to service, products, or personnel with professionalism and empathy.
- Manage email and phone correspondence with visitors, ensuring timely and helpful responses.
- Serve as the point of contact for customer service inquiries following visits.
- Ensure wine is properly stocked and accurate daily inventories are maintained.
- Maintain an adequate inventory of glassware, wine, and support materials.
- Oversee the daily set-up and break-down of the Tasting Room and Terrace, including seating arrangements.
- Ensure that the daily opening checklist and all tasks are completed efficiently and effectively.
Requirements
Professional experience & know how:
- 3-5 years of experience in the hospitality industry, with a focus on luxury service.
- Proven public speaking and facilitation skills, with the ability to engage large groups.
- Exceptional active listening skills, with the ability to understand and respond to diverse guest needs.
- Excellent interpersonal skills, with the ability to lead, follow, and collaborate effectively.
- Self-motivated with the ability to identify and resolve issues independently.
Personal & interpersonal skills:
- Highly developed organizational, time management, and communication skills.
- Ability to multitask, work independently, and thrive in a fast-paced team environment.
- Exceptional communication skills and the ability to lead and motivate others.
- Ability to foster team dynamics and synergy across departments, optimizing resource potential.
Benefits
Wine discounts
NOTICE: Joseph Phelps Vineyards collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA).
Joseph Phelps Vineyards is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment.