Guest Experience Specialist
Summary: The Guest Experience Specialist oversees and supports the day-to-day operations of the Napa Valley Welcome Center. The Guest Experience Specialist is an ambassador responsible for providing exemplary guest concierge service to visitors at the Napa Valley Welcome Center while facilitating guest experience and engagement through innovative digital encounters.
The ideal candidate will be friendly and professional and have a passion for guest engagement and the Napa Valley.
Duties and Responsibilities:
Act as a brand ambassador for on-premise brand experience at the Napa Valley Welcome Center.
Support Welcome Center performance in guest services, staffing, guest data collection, and the implementation of health and safety protocols in public areas.Oversight of opening and closing procedures, coordinate breaks and lunches, providing coverage personally as necessary.
Help maintain facility operations.
Take appropriate action where necessary regarding access or safety issues in the Welcome Center including notifying the Controller.
Attend monthly meetings with Welcome Center Staff.
Support events held at the Welcome Center; including scheduling, set-up, clean up, etc.
Act as concierge to provide information to visitors regarding Napa Valley hotels, wineries, local activities & attractions, the Napa Valley region and any other pertinent guest inquiries – with an emphasis on strategic recommendations based on guest needs and stakeholder interests, utilizing a variety of platforms
Requirements – Skills and Abilities:
Excellent communication skills delivered in a friendly and professional manner.
Demonstrated passion for providing a high level of customer service.
Ability to exercise initiative, sound judgment and diplomacy in all Visit Napa Valley related matters.
Experience and comfort level with technology
Demonstrated ability to effectively engage with culturally diverse audiences of varying ages.
Ability to establish and maintain an effective working relationship with employees, management, partners and the general public.
A team player, flexible, fun, energetic and enthusiastic.
Willingness and ability to maintain a professional appearance and demeanor.
Must have a passion for food and wine.
Confident public speaker.
Excellent listening skills.
Multilingual fluency is always a benefit
Must have flexible hours throughout the week.
This is a hands-on, floor based position requiring the ability to comfortably stand and talk for prolonged periods of time.
Ability to lift up to 40 lbs.
Requirements – Experience and Education:
3+ years of experience in a customer facing role; preferably in a tasting room.
Experience in the Napa Valley hospitality industry; knowledge of the Napa Valley wine and/or tourism industry.
Experience representing a luxury brand through customer service is preferred.
Bachelor’s degree preferred; with area of study in the realm of hospitality or marketing.
Apply: Qualified candidates may send resume and cover letter to HR@VisitNapaValley.com.