Guest Relations Representative
(Sommelier and Chef Jobs:
Restaurants)
Full Time
Ravine Vineyard
Ravine Vineyard,
Ontario
Overall Accountability
Responsible for the seamless communication and reservations of all on-site winery experiences. Upselling of multiple experiences onsite .
Specific Accountabilities
Technology – Confident working with technology and maintains a good working knowledge of Maitre D, as well as full knowledge of what is current on the Ravine Website, and Eblasts.
Itinerary Planning – Responds to all guest experience requests and confirms winery experience and dining reservations. Actively up sells winery special events and connects each guest with a product that suits their particular needs.
Guest Satisfaction – Supports the company’s Standards of Service and consistently provides exceptional hospitality to all visitors. Ensures that all telephone and electronic requests are responded to in the same day.
Clerical Duties – Ensures telephone calls are answered within 3 rings and all voice mail messages are returned within the same hour. Greet all guests as they enter the property and assist accordingly. Maintain daily duties including; setting up GR stations, reviewing and understanding all function sheets and coordinating with Restaurant and Retail Teams for seamless execution of all daily happenings and events.
Communication/Organisation - Attends team and channel meetings as requested and ensures all relevant information is communicated and acted upon. Makes communication a priority with assistance from e-mail, voice mail, written communication and proprietary software.
Partnerships – Understand Consumer Supply Chain partners and supports their requests as necessary.
Product Knowledge – Develops and communicates in-depth product knowledge of Ravine Vineyard.Is familiar with Wine Club member, Wine and Cheese club benefits and all special events. Continually shares wine club information with guests to secure a membership sale.
Safety, Security and Cleanliness - Ensures that the workplace is safe at all times and that the property and buildings are secure at the end of each shift.
Reporting Relationships
Reports to: Guest Relations Supervisor
Working Conditions
§ Substantial time spent interacting with guests.
§ Substantial time spent communicating winery experiences
§ Continual pressure to increase visitor experiences as part of an itinerary
§ Weekend, weekday, holidays and evening work.
§ Location: Outdoors – exposure to all weather conditions and long periods of standing.
Key Performance Measurements
§ Guest satisfaction as measured by survey results and customer feedback.
§ Ability to manage high traffic requirements.
§ Ability to sell all winery products to visitors and maintain high level of product knowledge.
§ Ability to follow Standards of Service.
§ Ability to communicate clearly and accurately to clients.
§ Booking multiple winery experiences.