About this role
<p><b>Req ID: </b>7035<img src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABAQMAAAAl21bKAAAABlBMVEX///8AAABVwtN+AAAAAXRSTlMAQObYZgAAAAFiS0dEAf8CLd4AAAAEZ0lGZwAAAAp8We1TAAAADGNtUFBKQ21wMDcxMgAAAAdPbbelAAAACklEQVQY02NgAAAAAgABmGNs1wAAAABJRU5ErkJggg=="> </p> <p><b>Department:</b> Marketing </p> <p><b>Status: </b>Reg F-T Non-Exempt, Nonexempt <img src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABAQMAAAAl21bKAAAABlBMVEX///8AAABVwtN+AAAAAXRSTlMAQObYZgAAAAFiS0dEAf8CLd4AAAAEZ0lGZwAAAAp8We1TAAAADGNtUFBKQ21wMDcxMgAAAAdPbbelAAAACklEQVQY02NgAAAAAgABmGNs1wAAAABJRU5ErkJggg=="> </p> <p><b>Location:</b> Napa, California (US-CA)<img src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABAQMAAAAl21bKAAAABlBMVEX///8AAABVwtN+AAAAAXRSTlMAQObYZgAAAAFiS0dEAf8CLd4AAAAEZ0lGZwAAAAp8We1TAAAADGNtUFBKQ21wMDcxMgAAAAdPbbelAAAACklEQVQY02NgAAAAAgABmGNs1wAAAABJRU5ErkJggg=="> </p> <p><b>Workplace Location: </b>On-Site<img src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABAQMAAAAl21bKAAAABlBMVEX///8AAABVwtN+AAAAAXRSTlMAQObYZgAAAAFiS0dEAf8CLd4AAAAEZ0lGZwAAAAp8We1TAAAADGNtUFBKQ21wMDcxMgAAAAdPbbelAAAACklEQVQY02NgAAAAAgABmGNs1wAAAABJRU5ErkJggg=="></p> <h2 style="margin:10.0pt 0.0in 0.0in;line-height:115%;font-size:13.0pt;font-family:Cambria, serif;color:#4f81bd"><span style="color:#943634">Job Summary:</span></h2> <p style="margin:0.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif;color:black">The Reservations Specialist is critical to facilitating the accurate booking of all winery experiences, assisting with the planning and execution of special events for external as well as internal customers, and booking trade/VIP experiences. This position is scheduled for weekend coverage and the occasional evening event.</span></p> <p style="margin:0.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <h2 style="margin:0.0in;line-height:normal;font-size:13.0pt;font-family:Cambria, serif;color:#4f81bd"><span style="color:#943634">Essential Functions:</span></h2> <h2 style="margin:0.0in;line-height:normal;font-size:13.0pt;font-family:Cambria, serif;color:#4f81bd"><span style="color:windowtext">Reservations</span></h2> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">At all times provide exceptional customer service through courteous and professional oral and written communication.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Responds to consumer and trade visit inquiries for questions related to visiting the wineries and accurately secures reservations. </span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Understands the winery story, basic winemaking techniques and can articulate this in an eloquent and hospitable manner over the phone to consumers, for site visits and with guests at hosted events.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Confirms reservations and clearly captures the necessary information in the reservation system so the tasting room staff can provide an experience that represents the customer’s expectations.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Upsells various experiences and thinks creatively to accommodate guest requests by maximizing available space under the winery use-permit requirements.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Communicates reservation levels and stays in constant communication with the tasting room, particularly on busy weekend days, to ensure a smooth guest visitation flow.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Manage large group reservations and coordinate with the tasting room for staff and scheduling needs.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Manage reservation system to ensure flow of guest reservations. Update availability based upon staffing and weather conditions within the parameters set by the Visitor Center Manager.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Prepares paperwork for tasting room Supervisors including reports for upcoming reservations, reservation cards and event orders. </span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Provide excellent customer service with outbound phone calls, using appropriate phone etiquette, and communicating effectively and efficiently.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Ability to work seamlessly across multiple systems to perform duties as needed for customer requests.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Maintain current and comprehensive knowledge of all wines, including Trinchero portfolio wines, and winery experiences.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Service club member and consumer incoming phone, email, SMS and live chat requests.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Sales order processing in Commerce7, monthly individual sales targets assigned.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Outbound phone call lists for wine club service and wines sales as assigned.</span></li> </ul> <p style="margin:0.0in;text-align:justify;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:Cambria, serif">Events</span></strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Attend and assist in executing events as assigned by the Assistant Manager.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Ability to make wine and food pairing suggestions for event menus.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Communicates with caterers, event staff, tasting room to facilitate successful events.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Maintains an inventory of all supplies necessary to execute events.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Assists in setting up trade events, lunches and printing menus.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Meets with guests for site inspections to show property for potential future events.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Assists in internal and external events.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">As requested, may be asked to work in the tasting room to stay apprised of guest experiences, operations and to help as needed.</span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.25in;text-align:justify;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:Cambria, serif">NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:</span></strong></p> <p style="margin:0.0in 0.0in 0.0in 0.25in;text-align:justify;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Performs all related duties as assigned.</span></p> <h2 style="margin:10.0pt 0.0in 0.0in;line-height:115%;font-size:13.0pt;font-family:Cambria, serif;color:#4f81bd"><span style="color:#943634">Qualifications:</span></h2> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Demonstrated customer service experience and ability to build relationships successfully.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Can work well under pressure with ability to multitask, solve problems, prioritize daily tasks and operate autonomously on certain days.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Excellent interpersonal and communication skills, both written and verbal.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Team player with enthusiastic outlook and creative mind.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Computer proficiency: Word, Excel, Outlook, Reservation Systems, and ability to learn and operate transactions within winery Point-of-Sale systems.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Passion for wine, customer service and event planning.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Must be able to work weekends as well as select holidays and occasional evenings.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Must be 21 years or older</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Must be able to lift 50 pounds</li> </ul> <p style="margin:0.0in 0.0in 10.0pt;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <h2 style="margin:10.0pt 0.0in 0.0in;line-height:115%;font-size:13.0pt;font-family:Cambria, serif;color:#4f81bd"><span style="font-family:Calibri, sans-serif;color:#943634">Working Conditions:</span></h2> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Office environment </span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Some out of hours work may be required;</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Current driver’s license.</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Work is performed in a typical field environment with moderate demands for movement and lifting.</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Extensive computer work</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Frequent deadline pressures</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Numerous projects in progress at any given time</span></li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:Cambria, serif">Comply with company safety regulations and policies</span></li> </ul> <p style="margin:0.0in 0.0in 10.0pt;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p><p><b>Salary Range:</b> $20.80 - $25.45 </p> <p>The starting pay will be based on several factors, including but not limited to experience, training, education, and geographic location. TFE offers a comprehensive benefits package that includes medical, dental, vision, life insurance coverage, disability benefits, PTO, wellness programs and fertility and family building benefits. We also provide a 401(k) plan where TFE may make a discretionary profit-sharing contribution.</p> <p> </p> <p><em>Trinchero Family Estates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Trinchero Family Estates complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.</em></p>