Monday, July 15, 2019

WineTalent Classifieds: Guest Services Manager in St. Helena, CA

WineTalent is working with our client, Long Meadow Ranch, on a Guest Services Manager role to support Farmstead and Long Meadow Ranch businesses. 

About Long Meadow Ranch: Long Meadow Ranch is a family-owned agricultural enterprise producing grapes and wine, olives and olive oil, grass-fed beef and lamb, fruits, vegetables, and eggs in the Napa Valley, Anderson Valley and Marin County. The Long Meadow Ranch operations also include an acclaimed farm-to-table restaurant, a general store and wine tasting bar in the historic Logan-Ives House, an outdoor cafe, a farmer's market, a working garden and a variety of unique event spaces all located at Farmstead at Long Meadow Ranch.

About the Opportunity:  We are seeking a Guest Services Manager to be an integral member of our team, providing the highest level of professionalism, customer service and brand ambassadorship for Long Meadow Ranch’s businesses. The Guest Services Manager will be responsible for managing the Guest Services department focusing on providing highly engaged, customer-focused service for our organization. 

The ideal candidate is an enthusiastic individual who is personable and friendly, customer service oriented, motivated by providing the details that create superior guest experiences. 

Handle all incoming inquiries and communications with guests for Long Meadow Ranch via phone, email, social media and online reservation system
Oversee reservation bookings across the company including restaurant, private events, winery visits, wine tastings, food & wine experiences, trade visitors, and housing guests
Provide outreach both internally and externally to generate new business opportunities
Be an ambassador by educating the guests about the LMR philosophy, history, wines and foods
Ensure proper phone etiquette and standard operating procedures are being used by staff and performing routine and spontaneous staff training to ensure the highest level of customer service
Respond to customer feedback on review sites and manage customer service recovery
Provide training to the staff on guest relations, problem resolution and issue escalation
Build, enhance and maintain long-term customer relationships
Create and maintain scripts for interfacing with guests in-person, on the phone, and by email
Follow company standards to ensure reservation confirmations and encourage cross-referrals to other Long Meadow Ranch experiences
Support oversight of customer service to include reviewing current operations, development of new policies to overcome repetitive issues, and ensuring timely response to guest inquiries
Ensure that all policies and procedures, guest experiences and operating activities carried out by team are consistent with company and brand standards
Attend weekly meetings and prepare department updates
Manage the scheduling, coaching, and regular performance assessment of the guest services associates
Manage ticketing platform for all onsite brand events
Manage our various housing spaces including booking and calendar
Oversee general organization and cleanliness of the office areas

Education, Experience and Requirements:
Bachelor’s degree in Hotel Management, Hospitality, Communications, Marketing, Business or related
3 years of hospitality industry experience, ideally including work experience in hotels, restaurants, resorts, customer service and special events
Experience with PBX phone systems, Vin65, OpenTable, Google Business as well as digital tools including iPads, iPhones and related technology
Sharp attention to detail with good oral and written communication skills. Able to work in a team environment as well as operate independently
Highly professional in all interpersonal and business dealings
Must be able to have a flexible schedule working weekends and holidays
Creative problem solver with drive and dedication to succeed
Able to lift 40+ lbs
Must have a valid California Driver’s License and maintain a clean driving record
A pre-employment background report is required

Compensation and Benefits
This is a full-time, salaried position
Competitive compensation depending on experience plus benefits including medical/dental insurance, paid vacation and 401(k)

Apply online

About WineTalent: WineTalent is a wine industry focused recruitment company. We have worked closely with LMR on job opportunities for over 7 years. All inquiries will be kept strictly confidential.

WineTalent: The Right People for the Job

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