Courteously and warmly greet visitors, providing an exceptional first impression, and a thorough explanation and personalized recommendation of the Visitor Center wine experiences
Manage all aspects of the reservation process, including booking or modification of reservations, accurate entry of information for walk-in guests, information useful to hosts to personalize guests' experience
Anticipate and proactively address guest needs and questions to ensure a comfortable and enjoyable experience
Coordinate/flag special requests, including dietary restrictions, seating preferences, special celebrations
Build and maintain strong relationships with guests to foster loyalty and repeat visits
Collaborate seamlessly with front and back of house teams to ensure smooth operations and timely service
Maintain a clean and organized reception area, presenting a welcoming and professional image at all times.
Handle guest feedback and complaints with professionalism and discretion, escalating to management as needed for prompt resolution
Using the table management software (Tock), strategically seat guests, update table status to expedite service, and ensure wait times are kept to a minimum
Maintain and organize a wait list, notifying guests when tables are available using the reservation system
Provide comprehensive information and history about Mumm Napa, the wines, the Mumm Napa Wine Club, menus, special events or promotions, merchandise
Assist in the wine shop as needed, processing routine transactions through the point-of-sale system (Commerce7)
Assist guests with tailored recommendations on local attractions, including other wineries, restaurants, hotels, etc., leveraging extensive knowledge of the area.
Stay updated on industry trends, local events, and competitor offerings to provide accurate and relevant recommendations
Offer a gracious good-bye to each guest, thanking them for visiting and inviting them to return
Key Competencies:
Warm, welcoming and gracious character
A proactive and guest-focused approach to service delivery
Exceptional communication, interpersonal and guest service skills
Excellent spoken and written English skills
Proficiency in reservation management software and relevant computer skills
Strong organizational skills and ability to multitask effectively in a fast-paced environment
Minimum Qualifications
Must be at least 21 years of age
High school diploma or equivalent.
Previous experience in a fast-paced, high-end hospitality environment
Clean and professional appearance
Flexible schedule including weekends, some holidays and evenings as required by the business' operational needs
Preferred Qualifications
2 to 5 years' experience as a fine dining restaurant or luxury hotel host/hostess or concierge
Intermediate computer skills: experience with CRM or other database system, or restaurant reservations or table management system preferred
Foreign language skills are a plus
A degree in hospitality, tourism or related field is a plus
Knowledge of wine and wine production
In depth knowledge of local Napa Valley attractions, wineries, restaurants, hotels, etc.
The salary range for this role, based in California, is $24-26/hr and is eligible for tips and commissions. Base salaries are determined during our interview process, by assessing a candidate's experience, skills against internal peers and against the scope and responsibilities of the position.
