Reservations Specialist

OBJECTIVE: The Reservations Specialist is critical to facilitating the accurate booking of all winery experiences, assisting with the planning and execution of special events for external as well as internal customers, and assisting the Trade Relations Manager in booking trade/VIP experiences. This position is scheduled for weekend coverage and the occasional evening event.

This role supports Mumm Napa and Kenwood Vineyards and is based at Mumm Napa.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reservations

At all times provide exceptional customer service through courteous and professional oral and written communication.
Responds to consumer and trade visit inquiries for questions related to visiting the wineries and accurately secures reservations.
Understands the winery story, basic winemaking techniques and can articulate this in an eloquent and hospitable manner over the phone to consumers, for site visits and with guests at hosted events.
Confirms reservations and clearly captures the necessary information in the reservation system so the tasting room staff can provide an experience that represents the customer’s expectations.
Upsells various experiences and thinks creatively to accommodate guest requests by maximizing available space under the winery use-permit requirements.
Communicates reservation levels and stays in constant communication with the tasting room, particularly on busy weekend days, to ensure a smooth guest visitation flow.
Manage large group reservations and coordinate with the tasting room for staff and scheduling needs.
Manage reservation system to ensure flow of guest reservations. Update availability based upon staffing and weather conditions within the parameters set by the Visitor Center Manager.
Prepares paperwork for tasting room Supervisors including reports for upcoming reservations, reservation cards and event orders.
Provide excellent customer service with outbound phone calls, using appropriate phone etiquette, and communicating effectively and efficiently.
Ability to work seamlessly across multiple systems to perform duties as needed for customer requests.
Maintain current and comprehensive knowledge of all wines, including Pernod Ricard portfolio wines, and winery experiences.

Events

Attend and assist in executing events as assigned by the Assistant Manager.
Ability to make wine and food pairing suggestions for event menus.
Communicates with caterers, event staff, tasting room to facilitate successful events.
Maintains an inventory of all supplies necessary to execute events.
Assists in setting up trade events, lunches and printing menus.
Meets with guests for site inspections to show property for potential future events.
Back up Special Events Assistant Manager and Trade Relations Manager in their absence.
Assists in internal and external events at both Mumm Napa and Kenwood Vineyards.

Other

As requested, may be asked to work in the tasting room to stay apprised of guest experiences, operations and to help as needed.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs all related duties as assigned.

QUALIFICATION REQUIREMENTS:

Demonstrated customer service experience and ability to build relationships successfully.
Can work well under pressure with ability to multitask, solve problems, prioritize daily tasks and operate autonomously on certain days.
Excellent interpersonal and communication skills, both written and verbal.
Team player with enthusiastic outlook and creative mind.
Computer proficiency: Word, Excel, Outlook, Reservation Systems, and ability to learn and operate transactions within winery Point-of-Sale systems.
Passion for wine, customer service and event planning.
Must be able to work weekends as well as select holidays and occasional evenings.
Must be 21 years or older
Must be able to lift 50 pounds

 Pay Transparency Disclosure: The base pay scale offered for this position is $19.00 - $22.00 per hour. These figures represent what we reasonably expect to pay for this position, but the actual compensation offered will depend upon numerous job-related factors, including but not limited to candidate qualifications, skills, experience, education, location, and alignment with market data. The Company reserves the right to modify the range in the future.

Job Posting End Date:

Target Hire Date:

OBJECTIVE: The Reservations Specialist is critical to facilitating the accurate booking of all winery experiences, assisting with the planning and execution of special events for external as well as internal customers, and assisting the Trade Relations Manager in booking trade/VIP experiences. This position is scheduled for weekend coverage and the occasional evening event.

This role supports Mumm Napa and Kenwood Vineyards and is based at Mumm Napa.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reservations

At all times provide exceptional customer service through courteous and professional oral and written communication.
Responds to consumer and trade visit inquiries for questions related to visiting the wineries and accurately secures reservations.
Understands the winery story, basic winemaking techniques and can articulate this in an eloquent and hospitable manner over the phone to consumers, for site visits and with guests at hosted events.
Confirms reservations and clearly captures the necessary information in the reservation system so the tasting room staff can provide an experience that represents the customer’s expectations.
Upsells various experiences and thinks creatively to accommodate guest requests by maximizing available space under the winery use-permit requirements.
Communicates reservation levels and stays in constant communication with the tasting room, particularly on busy weekend days, to ensure a smooth guest visitation flow.
Manage large group reservations and coordinate with the tasting room for staff and scheduling needs.
Manage reservation system to ensure flow of guest reservations. Update availability based upon staffing and weather conditions within the parameters set by the Visitor Center Manager.
Prepares paperwork for tasting room Supervisors including reports for upcoming reservations, reservation cards and event orders.
Provide excellent customer service with outbound phone calls, using appropriate phone etiquette, and communicating effectively and efficiently.
Ability to work seamlessly across multiple systems to perform duties as needed for customer requests.
Maintain current and comprehensive knowledge of all wines, including Pernod Ricard portfolio wines, and winery experiences.

Events

Attend and assist in executing events as assigned by the Assistant Manager.
Ability to make wine and food pairing suggestions for event menus.
Communicates with caterers, event staff, tasting room to facilitate successful events.
Maintains an inventory of all supplies necessary to execute events.
Assists in setting up trade events, lunches and printing menus.
Meets with guests for site inspections to show property for potential future events.
Back up Special Events Assistant Manager and Trade Relations Manager in their absence.
Assists in internal and external events at both Mumm Napa and Kenwood Vineyards.

Other

As requested, may be asked to work in the tasting room to stay apprised of guest experiences, operations and to help as needed.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs all related duties as assigned.

QUALIFICATION REQUIREMENTS:

Demonstrated customer service experience and ability to build relationships successfully.
Can work well under pressure with ability to multitask, solve problems, prioritize daily tasks and operate autonomously on certain days.
Excellent interpersonal and communication skills, both written and verbal.
Team player with enthusiastic outlook and creative mind.
Computer proficiency: Word, Excel, Outlook, Reservation Systems, and ability to learn and operate transactions within winery Point-of-Sale systems.
Passion for wine, customer service and event planning.
Must be able to work weekends as well as select holidays and occasional evenings.
Must be 21 years or older
Must be able to lift 50 pounds

 Pay Transparency Disclosure: The base pay scale offered for this position is $19.00 - $22.00 per hour. These figures represent what we reasonably expect to pay for this position, but the actual compensation offered will depend upon numerous job-related factors, including but not limited to candidate qualifications, skills, experience, education, location, and alignment with market data. The Company reserves the right to modify the range in the future.

Job Posting End Date:

Target Hire Date:

Target End Date:

Pernod Ricard is the No.2 worldwide producer of wines and spirits with consolidated sales of €8,448 million in FY20.

Created in 1975 by the merger of Ricard and Pernod, the Group has developed through organic growth and acquisitions: Seagram (2001), Allied Domecq (2005) and Vin&Sprit (2008). Pernod Ricard, which owns 16 of the Top 100 Spirits Brands, holds one of the most prestigious and comprehensive brand portfolios in the industry, including: Absolut Vodka, Ricard pastis, Ballantine’s, Chivas Regal, Royal Salute, and The Glenlivet Scotch whiskies, Jameson Irish whiskey, Martell cognac, Havana Club rum, Beefeater gin, Malibu liqueur, Mumm and Perrier-Jouët champagnes, as well Jacob’s Creek, Brancott Estate, Campo Viejo, and Kenwood wines.

Pernod Ricard’s brands are distributed across 160+ markets and by its own salesforce in 73 markets. The Group’s decentralised organisation empowers its 19,000 employees to be true on-the-ground ambassadors of its vision of “Créateurs de Convivialité.” As reaffirmed by the Group’s strategic plan, “Transform and Accelerate,” deployed in 2018, Pernod Ricard’s strategy focuses on investing in long-term, profitable growth for all stakeholders.

The Group remains true to its three founding values: entrepreneurial spirit, mutual trust, and a strong sense of ethics, as illustrated by the 2030 Sustainability and Responsibility roadmap supporting the United Nations Sustainable Development Goals (SDGs), “Good times from a good place.” In recognition of Pernod Ricard’s strong commitment to sustainable development and responsible consumption, it has received a Gold rating from Ecovadis.

Pernod Ricard is also a United Nation’s Global Compact LEAD company.