Host Customer Service

Job Description

Salary: $22-$23 Hourly

SUMMARY

The Host + Customer Service role is responsible for presenting a positive and pleasant first impression of Brown Estate’s hospitality, excellent service, and high standards. This role will help with hospitality services by handling daily reservations, graciously greeting guests upon their arrival and at time of departure and seating guests all in a professional, courteous, warm, welcoming, and efficient manner. Additionally, the Host/Customer Service role duties will include, but are not limited to answering phones, emails, mail handling, occasional small local errand runs, inventory support, and taking full charge of the BDT front desk. Ultimately, this role is to ensure all visitors feel welcomed. Above all, each Brown Estate employee must act with passion, humility, and gratitude to deliver a welcoming, enjoyable, and inclusive guest experience.

HOST + CUSTOMER SERVICE RESPONSIBILITIES include the following, as well as other duties and responsibilities that may be assigned.

Take full ownership of BDT’s front desk

Assist with general clerical duties as assigned

Provide a positive first impression

Handle all incoming calls/emails and forward accordingly

Handle reservations support/assist by phone and email

Manage appointment requests in reservations system and provide scheduling support

General traffic control and greet guests upon arrival/departure

Advise guests of wait time if any

Assist with seating the guests/ushering to tasting tables

Assist guests’ inquiries and requests in a timely, friendly and gracious manner

Stay apprised of all BDT daily tastings and HQ tastings

Step in as Wine Educator if short staffed or when assigned by management

Support with curbside pickups when assigned

Assist with order packing as needed

Assist with BDT’s wine and merch inventory when needed Assist with orders, shipping labels, shipping, etc.

Sign for and receive deliveries made to BDT from Amazon, UPS, FedEx, etc.

Acquire, demonstrate, and maintain thorough knowledge of Brown Estate history and wines

Commitment to and consistent demonstration of Brown Estate’s mission, vision, and core values

Deliver customer service in a welcoming, inclusive, and knowledgeable way to all guests

Assist with closing duties as assigned by management

Assist with light hospitality support to include occasional tidying/preparation (helping to wipe off tables, buffing glasses, set up for next tasting, etc.)

Assist in assuring BDT is maintained nice and tidy

QUALIFICATIONS & REQUIREMENTS

To perform this job successfully, an individual must be able to perform satisfactorily each duty described above. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements:

MUST be available to work weekends - Tasting Room is open Tuesday - Sunday, closed Monday

Prior wine/hospitality industry experience

Ability to connect personally and professionally with Brown Estate’s mission, vision, and core values

Sense of urgency surrounding customer service, both in-person and via emails, phone calls

Ability to manage and prioritize multiple projects

Exceptional organizational and recordkeeping skills

Excellent interpersonal, verbal, and written communication skills