Guest Service Specialist

Mission Statement:

Create a world-class Guest Experience at _______ Home. A home that will be a COMMUNITY HUB for all. A

home that will celebrate the NATURAL BEAUTY of the area. A home that will devote itself to the CELEBRATION OF

CRAFTSMANSHIP. A home situated in the HEART OF NAPA. A home that will embody our founder’s MAVERICK

SPIRIT. A home that will UNLEASH THE POTENTIAL of the Chandon world. The culture of Chandon emphasizes training, product knowledge, and sincere hospitality. Our beliefs are shared through

the five pillars of our business.

We live the sparkling life while creating genuine connections, with both OUR PEOPLE and OUR GUESTS. Caring and

investing in OUR HOME, and the communities we operate in. Efficiently sustain and grow OUR BUSINESS in both

revenue and profits. Born of French heritage, BRAND HOME is our journey of greatness together while embracing its

adopted California perspective with a casual vibrancy.

Main Responsibilities:

The culture of _______ Home emphasizes training, growth, and career development. The below position levels have been designed to foster a diverse educational field allowing our talent to continuously grow through various areas of our business. These areas include (but are not limited to) Retail, Concierge, and on-site Guest Experiences. 

Deliver Exceptional Guest Experiences:

• Provide upscale guest service experiences for clients throughout their visit. Represent and sell _______ wines and Wine Club in a friendly and professional manner. 
  • Concierge: Welcoming of our guests in a friendly and open manner, assisting with seating assignments, acknowledgement of special occasions, pouring of water and initial menu introduction 
  • Experiences: Follow established service standards and ensure all experiences are delivered to set standards. Convey all Wine Club benefits in a clear, concise, and sincere way. Host with heart and share our stories through compassionate storytelling. 
  • Retail: Educate and welcome our guests entering our lower or upper-level retail store/ boutique. Always keep an open posture and only step behind the register as needed. Add value to the guests’ journey by encouraging Club participation, Knowledge of any special releases, events and club pick up dates. Assist guests with needs for on-site purchases or shipping requests. 
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  • Guest Specialist Responsibilities:

    • Provide upscale guest service experiences for clients throughout their visit. Represent and sell _______ wines and Wine Club in a friendly and professional manner. Shows commitment to ongoing education and bring positive contribution to team culture.
      • Concierge: Ensure all needed supplies (i.e., menu’s, mis en place) are prepared prior to shift start. Familiarize yourself with daily pre shift document, daily visitation, VIP’s, Safety and Service Standards. Ensure efficient flow and cleanliness of all service stations. Proficiency in reservation system and POS.
      • Experiences: Host tastings (Employees should demonstrate proficiency in hosting Tastings and By-the-glass and by the bottle experience and be prepared to facilitate others experiences when required) with proficient wine and storytelling knowledge. When scheduled responsible for daily set up of assigned sections. Ensure flawless, set up, maintenance and break down of assigned service station. Follow set guidelines for health and (food) safety procedures ensuring a clean and safe environment for both, employees and guests. Clear vacated tables in a timely manner and ensure tables are re-set for arriving guests. Ensure all wines consumed through experiences are accounted for in the right manner at the end of each shift. 
      • Retail: Ensure our retail store remains in a pristine state throughout the day. Take initiative in restocking shelves with wine, merchandise, and packaging. Support restocking of storage rooms as new inventory is being delivered. 
    • Think critically and take initiative to identify potential problems and opportunities and innovate proposed solutions in partnership with your leader.
    • Ensure compliance with inventory management standards while optimizing processes to contribute to overall operational efficiency and organizational goals.
    • Must be fully available on business needs (weekends & holidays)

Qualification, Experience, and Skills:

Education: High school diploma; degree in hotel management or relevant field will be a plus 

Languages: English required, second language helpful in communication with visiting public, but not required.

Technical & management skills: 

• Complete multiple tasks with accuracy and diligence. Attention to detail. Time management. 
• Passionate about creating guest experiences and ability to be in a consumer facing environment for up to 7 hours 
• Ability to react quickly in a high intensity environment, always maintaining a calm professional demeanor. 
• Must be able to lift at least 40 lbs or one case of wine. 

Personal & interpersonal skills (All levels): Strong team player, excellent communication skills within and outside of the organization, positive and enthusiastic attitude. Possess an entrepreneurial mindset and ability to adapt/pivot. Computer literate in Microsoft Windows applications is an asset.

Ability to work evenings, weekends, and holidays; must be fully available 

Professional experience & know how:

• None to 1 year of experience in a customer-facing environment, hospitality preferred.
• Able to process point-of-sale functions and comprehend mathematics to complete guest transaction 

Key Performance Indicators:

Key contributor to guest satisfaction:

• Consistently delivers satisfactory guest experiences and scores at or above 4.5 stars through all Tock guest reviews (where applicable). Always maintains a friendly, engaging, and open demeanor when around customers (no slouching, chit chatting, turning back to customers, no slang usage (i.e., hey guys, what’s up etc.). 

Deliver set KPI’s

• Motivated to meet personal sales goals by utilizing educational and storytelling skillset to capture new Club members and contribute to the department's overall financial sales goal by utilizing upselling techniques. 

Performs Tasks Following Chandon Home Operating Procedures:

• Adheres to operating procedures outlined by DCC/ CH to ensure a safe and efficient working environment.  Minimization of actions that would result in customer complaints, missed sales opportunities, inefficiencies, or loss/ damage of assets.
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Attendance & time keeping:

• Consistently arrives for shift on time. Participates in optional and mandatory training sessions. Adheres to _______ Home call out procedures. Communicates in a timely manner. 
• Follow all company guidelines related to time and attendance, including timeliness, timekeeping accuracy, participation in scheduled meetings, and following procedures related to planned and unplanned absences.

Key Benchmarks 

After 30 days:

• Understanding of _______ Experiences/ Operations, standards, and work instructions 
• Proficient knowledge of _______ Systems (POS, Reservation System, Scheduling and Staff communication, HR communication and resource tools) 
• Gain understanding of personal expectations within your assigned role 
• Gain understanding of guest expectations  
• Learn and start to adopt Heart of Hosting skills.
• Familiarization with internal departments. Know where to get answers to questions and professionally communicate observed issues requiring resolution to the appropriate staff member or Manager 

After 60 days:

• Gain a deeper understanding of the history of _______ history in California 
• Gain a deeper understanding of _______ winemaking process  
• Confidently pitch and educate guests about the benefits of Club _______ 
• Deliver excellent hospitality service 
• Complete mandatory trainings such as TIPS, RBS or ServeSafe (if not already certified) 

After 90 days:

• Confidently work your assigned area (Experiences, Retail and Concierge)
• Meet personal wine club membership goals  
• Participate in WSET and/or other training courses provided 
• Deliver excellent hospitality and customer service and meet customer satisfaction score goals.