Hiring Salary Range Posted: set rate listed as $20.34 / hr - $27.45 / hr
SUMMARYThe Reservationist is the first point of contact for guests booking over the phone. The Reservationist is responsible for accurate and timely communications regarding guests visits to the wineries including updates to group size, experience changes, weather events, travel/traffic changes and necessary guest personalization’s. This includes accurate scheduling and booking in Tock across both locations each with various experience types. Reservationist will regularly receive over 100 calls per day. Proactive oversight of reservation calendar in addressing challenges. Strong phone, written and in person communication skills. The purpose of this position is to provide excellent customer service, multi-task, and work under pressure in a very busy environment. Ability to adapt in a fast-paced environment to shift between Reservationist and consumer relations as needed. The Reservationist will work directly with the Hospitality and Retail Sales manager to ensure accuracy of listed experiences, updating calendar layout, large group availability, special requests, special days, and trade requests. The reservationist also acts as a liaison to the Wine Club department and will assist the TR staff in staying up to date on both upcoming reservations and wine club updates.ESSENTIAL FUNCTIONS:This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.Reservations (90%)
Assists customers with experience reservation bookings via phone or website.
Responds to customer inquiries about events and experiences including consumer paid, corporate, trade, wine club and virtual channels.
Provides timely and accurate reservation data to Hospitality Teams at both locations. Including weekly emails detailing special requests, large groups, VIP groups, trade groups, tours, weather concerns, and any other happenings affecting the Tasting Rooms.
Remains well-versed in all consumer experience offerings across locations and communicates experience and event details and options to customers in a polished, professional manner.
Maintains current understanding of availability of consumer/ trade experiences across channels and sites. Pivots when experience availability to consumers is limited and recommends alternative options assuring a satisfactory customer experience.
Coordinates large group tastings, including advance charging of site fees.
Schedules weekly email communication for all special requests and creates corresponding calendar holds.
Provides guest recommendations for local accommodations tailored to customer’s needs.
Assists with customer wine purchases and encourages club signups.
Vets all consumer and trade experience requests with thoughtful consideration of customer profile to maximize guest satisfaction.
Maintains understanding of overall business goals for the consumer experience unit and provides Insights and suggestions to leadership based on consumer interactions and feedback.
Assists with billing and charge-back process for all experiences.
Creates itineraries for public and trade visits; communicates itinerary details as needed to winery sites.
Assists with incoming same-day reservation inquiries across Tasting Rooms. Communicating directly to Managers and Guest Ambassadors.
Maintains knowledge of compliance and shipping state regulations.
Communicates weather or traffic concerns with guests via text, phone and email.
Works with Hospitality and Retail Sales Manager to ensure all experiences are accurately reflected on the website and tock. Including both written and visual communication.
Assists the Hospitality and Retail Sales Manager in creating property layouts and accurate seasonal experience availability across both sites
Communicates special requests for disabilities, special occasions, specific hosts, or any other requests a consumer might have.
Consumer Relations/ Wine Club (10%)
Fills in performing all duties of the customer relations/wine club team as needed to cover shifts and help during busy times.
Assists in club form entry, following proper privacy procedures.
Exhibits Intrapreneurship and Ownership behaviors:
Intrapreneurship is entrepreneurship in an established company: behaviors that include thinking boldly, taking appropriate risks, learning from mistakes, showing initiative, and encouraging and reinforcing innovation.
Ownership refers to behaviors that include setting high expectations, driving candid discussion, and holding self and others accountable.
SUPERVISORY DUTIESN/AQUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Minimum Qualifications
High school diploma or State-issued equivalency certificate plus 2 years of tasting room, customer service, retail sales or hospitality
Demonstrated strong oral and written communication skills along with strong presentation skills
Experienced in reading and comprehending simple instructions, correspondence, and memos.
Experienced in writing simple correspondence and procedures.
Knowledge of basic computer operation.
Experience executing tasks that required attention to detail and accuracy.
Skilled in adding, subtracting, multiplying and dividing using whole number
Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation. This may be in addition to travel requirements, if applicable, as listed in this job description.
Required to be 18 years or older. This may be in addition to other age requirements, if applicable, as listed in this job description.
High school diploma or State-issued equivalency certificate plus 4 years of hospitality, call center, business to consumer customer service, business to business customer service, direct to consumer marketing, or retail sales experience reflecting increasing levels of responsibility.
Experienced in writing simple correspondence and procedures.
Experienced in conflict resolution
Proficiency in web-based reservation management
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to talk or hear. The employee is frequently required to sit for long periods of time and use hands to finger, handle or feel. The employee is occasionally required to stand, walk, taste, smell, and wear a telephone headset and continually type while using a keyboard. Specific vision abilities required by this job include close vision, distance vision and color vision.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually quietRecruiter: Jolene ConnollyGallo’s policy is to afford equal employment opportunity to all applicants and employees and not to discriminate on the basis of race, traits historically associated with race, including but not limited to, hair texture and protective hairstyles (such as braids, locks, and twists), color, national origin, ancestry, creed, religion, physical disability, mental disability, medical condition as defined by applicable state law (including cancer and predisposing genetic characteristics), genetic information, marital status, familial status, sex, gender, gender identity, gender expression, sexual orientation (actual or perceived), transgender status, sex stereotyping, pregnancy, childbirth or related medical conditions, reproductive health decision making, age, military or veteran status, domestic violence or sexual assault victim status, or any other basis protected by applicable law. Nor will Gallo discriminate based on a perception that an individual has any of the foregoing characteristics or is associated with a person who has, or is perceived to have, any of those characteristics. Gallo will comply with state and local laws prohibit discrimination for lawful out-of-work behavior, such as off-duty use of cannabis away from the workplace (subject to federal and state law exceptions), the existence of non-psychoactive cannabis metabolites in hair, blood, urine, or other bodily fluids as determined by a drug screening test (subject to federal and state law exceptions). We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gallo is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at 209.341.7000. Gallo is enrolled in the Department of Homeland Security's E-Verifying program and will use the program to verify the employment eligibility of all newly hired employees as required. E-Verify Notice (https://performancemanager4.successfactors.com/doc/custom/Gallo/E-Verify.pdf) Right to Work Employee Polygraph Protection Act (https://performancemanager4.successfactors.com/doc/custom/Gallo/3-EmployeePolygraphProtectionAct.pdf)