Job Description
Job Description:
ABOUT US
A product of three local Napa families and their shared passion for site-driven wine, Mending Wall takes its name from the famous Robert Frost poem, symbolizing the idea of collaboration and unity in winemaking. The visionaries behind the winery alongside the expertise of acclaimed winemaker Thomas Rivers Brown, have crafted a portfolio of limited-production wines that effortlessly embody the terroir of Napa Valley.
We are seeking a sales and hospitality rockstar to join the Mending Wall team on a full-time basis, Tuesday through Saturday. Our ideal candidate is a self-starter with a positive attitude who is comfortable wearing multiple hats and has a passion for creating luxury wine experiences for discerning clientele. The Hospitality and Brand Ambassador is responsible for promoting Mending Wall wines to the public primarily through tastings and sales at the winery, but at times may be called to travel for DTC and trade events on the road.
DUTIES & RESPONSIBILITIES
Hospitality / Customer Service – 70%
• Represent the Mending Wall brand as a primary point of contact for hospitality, tours, tastings and guest relations
• Assist guests with booking tasting appointments; ensuring that all clients receive confirmation emails
• Assist with set-up and break-down of tasting spaces and maintaining overall winery appearance and aesthetic as directed
• Have thorough knowledge of the Mending Wall story and available wines to provide customized recommendations based on customers’ preferences
• Share stories with guests that build brand loyalty and offer an engaging experience – effectively selling wine through relationship development
• Collaborate with co-workers to provide service and hospitality that exceeds our competitors and our guest's expectations
• Conduct each sale from bottle to delivery (i.e. oversee the entire sales process through to customer receipt, including promptly addressing any issues that may arise)
• Assist with wine shipments (i.e. packing of wine, re-routing of shipments, replacing broken shipments, printing labels, scheduling UPS/FedEx pick-ups, and other shipping duties as necessary)
• Provide recommendations on food pairings, when to drink, how to store, and how to serve wines
• Assist in a concierge role for customers by referring other wineries and local restaurants to our guests
• Respond in a timely manner to all calls, texts, and emails inquiring about orders, shipping, tasting requests, etc.
• Support the execution of all on-site events, including but not limited to winery dinners, member events, group lunches, etc.
Operational Support – 25%
• Perform outreach campaigns (phone/SMS/email), delivering a sales-focused approach to generate DTC sales
• Enter sales orders into eCellar, ensuring orders are complete and accurate
• Maintain up-to-date consumer database (i.e. update payment information, billing/shipping addresses, etc.)
• Set follow up tasks and make notes of customer’s preferences, purchasing habits and other sales opportunities
• Assist in the execution of various offsite events such as bASH, Collective Napa Valley, Premier Trade Tasting, etc.
• Restock inventory of wines and required materials
• Cleaning and buffing all stemware
• Develop and maintain strong relationships with other wineries, drivers, tour and transportation companies, high-end destination management companies, etc.
• Participate in networking events to promote referral business
Admin Support – 5%
• Complete monthly inventory reconciliation
• Print sales forms, menus and marketing materials
• Ensure all order forms are up-to-date and accurate
• Closing out all data input and orders within 24 hours of receipt
• Other duties as necessary (i.e. supply pickup, lunches, wine drop-offs, third-party shipments, warehouse pickups)
PROFESSIONAL REQUIREMENTS
• Must be 21 years of age
• Bachelor’s Degree Preferred
• Minimum 3 years of professional experience in luxury customer service/hospitality in wine or related Industry
• Exceptional organizational, problem-solving, and project management skills
• Ability to multi-task and work in a collaborative team environment
• Passion for and knowledge of the food and wine industry, specifically Napa Valley wines
• Excellent communication skills, both written and oral
• Must have a clean professional appearance
• Self-starter; begin and carry through a project to successful implementation with minimal oversight
• Must be able to lift 50 lbs (a case of wine)
COMPENSATION
Base Salary & Commission
$65k - $80k base salary (BOE) plus commission on wine sales revenue generated by this position. This position is expected to fulfill a standard 40-hour work week. Other benefits include medical insurance, optional 401k match, paid holidays, paid time off, and wine discounts.
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Job Tags
Base plus commission, Holiday work, Full time, Local area, Saturday,