Guest Services Associate

Posted 9 days ago

long meadow ranchSt Helena (CA)

Hosts and Hostesses, Restaurant, Lounge, and Coffee Shop Full-Service Restaurants

SENIORITY

Junior

SALARY

$24 to $26 an hour

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About the role

Guest Services Associate Long Meadow Ranch is a family-owned agricultural enterprise producing grapes and wine, olives and olive oil, grass-fed beef and lamb, fruits, vegetables, and eggs in the Napa Valley, Anderson Valley and Marin County. The Long Meadow Ranch operations also include an acclaimed farm-to-table restaurant, a general store and wine tasting bar in the historic Logan-Ives House, an outdoor cafe, a farmer's market, working garden and a variety of unique event spaces all located at Farmstead at Long Meadow Ranch. LMR is looking for a professional and enthusiastic Guest Services Associate to elevate our customer experience. This unique role bridges the gap between digital hospitality and face-to-face service. Reporting to the Customer Success Manager, your primary focus will be managing customer inquiries and facilitating reservations via phone and email from Saturday through Monday. If you are a natural brand ambassador who thrives on providing superior service in multiple environments, we want to hear from you.

Essential Duties and Responsibilities:

Handle all incoming inquiries and communications with guests and booking reservations, including restaurant, hospitality, and events
Respond to guest issues in a professional and timely manner
Provide quality customer service and timely follow-up to guests on all issues and questions in phone and email
Relay messages from guests or reservation notes to managers and staff
Support other departments with inbound inquiries in times of peak demand, including the private events department
Contact guests to confirm reservations, collect information on dietary restrictions or special occasions and propose opportunities for other LMR experiences
Assist in the upload of all gift card from Toast to Commerce7Assist in tracking down all receipt inquires for tasting room and restaurant
Assist in scheduling and managing the housing cleaning schedules for Chef's cabin and Bunkhouse as well as any updates that need to be made
Assist in confirming all cabin stays and ensuring high quality of service-stay for our guests, also make sure to communicate with the guest as they will be the point of contact
Assist in reaching out to all 3 star reviews that we receive via Sevenrooms only
Assist with any wine club projects and ensure we are providing quality service and accurate information to our club members
Perform additional duties and responsibilities as assigned
Seasonal Duties and Responsibilities
Warmly and graciously greet all guests upon arrival and departure, ensuring they feel welcomed
Assess guests' needs while always maintaining a professional and courteous attitude, especially when confronted with difficult guests
Manage a challenging reservation book that consists of a high percentage of both reservations and walk-in traffic
Greet guests and seat them at tables or in waiting areas, ensuring an efficient flow of seating
Provide guests with menus and inform patrons of establishment specialties and features
Maintain communication with kitchen staff, management, and servers to ensure that dining details are handled smoothly and customers' concerns are addressed promptly
Inspect dining and serving areas to ensure cleanliness and proper setup
Assist with maintaining a clean and organized front-of-house area
Education, Experience and Required Skills 1+ years of hospitality industry experience, ideally including work experience in hotels, restaurants, resorts, customer service, and special events
Experience in a customer service call center with high volume
Experience with Excel and Google docs
Experience with SevenRooms a plus
Customer service experience with a genuine desire to provide exceptional service
Must have sharp attention to detail with good oral and written communication skills
Able to work in a team environment as well as operate independently
Must have a professional and pleasant phone manner at all times
Must be able to speak on the phone for long periods of time
Must be able to have a flexible schedule working weekends and holidays
Experience in direct-to-consumer sales a plus
Passion for wine and food
A pre-employment background check is required

Physical Demands and Work Environment:

Ability to lift 40+ pounds
Must be able to sit and work at a computer for long periods of timeAbility to stand and walk for long periods of timeAbility to remain calm under pressure and deal with unexpected situations
Must be able to lift, balance, and carry plates of food
Must be able to bend or twist the body
Must be able to occasionally stoop, kneel, crouch or crawl

Compensation and Benefits: This is a full-time, hourly position The Company reasonably expects to pay in the range of $24 to $26 an hour for this position. The Seater position will pay $16.90 plus tips, typically averaging up to $25 or more. Of course, this is depending on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, and business or organizational needs. This wage range may be modified in the future. Benefits including medical/dental insurance, paid vacation and 401(k) We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

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