Guest Concierge

Guest Concierge Position at Faust HausFaust Haus is seeking a full-time talented and dynamic Guest Concierge for this fine wine visitor center.The Hospitality Concierge serves as a primary point of contact for guests and members, delivering elevated service across reservations, customer service, and sales. This role manages inbound guest inquiries, coordinates winery reservations and experiences, and assists members with account management, order placement, and event ticket purchases. The Hospitality Concierge proactively resolves service issues—including shipping inquiries, returns, and refunds—while ensuring every interaction reflects the brand's commitment to exceptional hospitality.

This role welcomes and hosts guests onsite as needed, ensuring a seamless and memorable experience that reflects the winery's standards of hospitality.Essential Duties:Effectively communicate guest experiences and calendar visits adhering to estate policies and consumer expectationsAccurately capture all guest data, reservation data and special requests/notesManage online calendar based on inclement weather, special events, etc.Respond to all guest emails, voice mails and answer service messages promptlyAccommodate local partners (hotel concierge, drivers, etc.) and accommodate all visit requests in a timely mannerClosely work with visitor center management to accommodate VIP requestsOptimize the business impact of trade visitation through the trade tracker and feedback formClosely work with visitor center management on reservation strategy to maximize visitation opportunitiesPartner with the visitor center management team to track dietary restrictions, special requests, LTV, etc. for member eventsManage RSVPs and wait list for all member eventsDrive business revenue targets through the sell-out efficiency of the reservation blueprint and upselling elevated experience offeringsGreet and host guestsUtilize strategic selling skills to encourage sales and membership sign upsAcquire and share wine knowledge effectively and accurately to guestsUnderstand and fluent in brand story guidelines; able to clearly communicate these to the guestHost guests in the capacity of Estate Host as business needs demandSupport visitor center operations, tastings, and onsite eventsParticipate in visitor center tasting set-ups for groups of all sizesGenerate DTC revenue via inbound and outbound salesQuickly and effectively resolve customer service issues using active listening, patience and ability to de-escalate the situationAble to turn customer service problems into opportunitiesPresent additional purchasing or visitation opportunities relevant to customer historyDevelop long term, personal relationships with customers built on trustReactivate and acquire new membersKeep customer data up-to-date in the CRMConduct proactive customer-service outreach (credit card updates, welcoming new members, etc.)Participate in brand trainings and wine tastingsFacilitate donation requests in partnership and with the approval of the visitor center management teamQualifications:2-5 years of hospitality experience with a background in customer service, wine education, wine sales, hotel/concierge work and/or wine clubs/loyalty programs. Shift scheduling: work weekends, events (including evenings), and some holidays.

Proficiency in Point of Sales (POS) systems and basic computer skills. Must be at least 21 years of age. Ability to be licensed, permitted, and/or certified by state and/or local regulatory bodies.Physical requirements:Position includes extensive sitting, standing, walking.

Ability to lift heavy boxes (40-50 lbs.)Equal Employment Opportunity:Huneeus Wines LLC is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics.Hourly rate ranges from $30-$35 + competitive benefit's package, employee wine membership program and employee discounts, vacation and sick time eligible, complimentary educational programs, etc.