Guest Services Manager - Visit Napa Valley : Job Details

AS THIS IS A FULLY ONSITE POSITION, YOU MUST CURRENTLY LIVE IN THE NAPA VALLEY OR WITHIN A SHORT (50 MILES OR LESS) COMMUTE TO DOWNTOWN NAPA TO BE CONSIDERED FOR THIS ROLE.

About the Role:

The Welcome Center Manager oversees and supports the day-to-day operations of the Napa Valley Welcome Center. This position is responsible for providing exemplary service to the guests of the Napa Valley Welcome Center while facilitating an elevated experience through innovative digital encounters.

You will manage the Welcome Center employee schedules, help to resolve any guest complaints or issues and ensure all employees are properly trained to provide the highest levels of customer service. This role also ensures that all marketing messaging is being pulled through to the Welcome Center and builds strong relationships with all of our partners.

What You'll Be Doing:

• Be our Chief Destination Ambassador for the on-premise brand experience at the Napa Valley Welcome Center.
• Provide outstanding service to our partners, keeping abreast of all new businesses and offerings and making sure information is relayed to staff. Arrange for site visits, trainings, touch bases etc with partners.
• Ensure proper tracking of partner referrals.
• Act as concierge to provide expert information to guests regarding Napa Valley hotels, wineries, local activities & attractions, the Napa Valley region and any other pertinent guest inquiries. Emphasis is on strategic recommendations based on guest needs and stakeholder interests, utilizing a variety of available platforms.
• Train, schedule, supervise, and evaluate Napa Valley Welcome Center staff. Bring any potential personnel concerns or issues to the immediate attention of leadership.
• Responsible for overall Welcome Center performance in guest services, staffing, data collection, partner referral, and the implementation of health and safety protocols in public areas.
• Daily oversight of opening and closing procedures, coordination of breaks and lunches, providing coverage personally as necessary.
• Maintain facility operations, arranging for repairs, ordering supplies etc as needed.
• Serve as the first point of contact for any escalated visitor or employee complaints, issues, or questions. Bring any potential issues or concerns to the attention of leadership in a timely manner.
• Take appropriate action where necessary regarding access or safety issues in the Welcome Center including notifying senior management.
• Schedule and execute bi-weekly meetings with Welcome Center staff and Sr. leadership.
• Support retail operations and cross-train on associated functions.
• Assist in managing events held at the Welcome Center; including scheduling, set-up, staff management, clean up, etc…
• Assist management with various reports and analysis as directed.
• Be a positive role model and leader in all actions and communications with Visit Napa Valley staff and our guests.
• All other duties as may be assigned by management

What We're Looking For (Skills and Qualifications):

• 5-7 years of experience in a supervisory role; preferably in a tasting room.
• Experience in the Napa Valley hospitality industry; knowledge of the Napa Valley wine and/or tourism industry.
• Demonstrated passion for providing a high level of customer service.
• Must be available to work weekends, and have flexible hours throughout the week.
• Experience representing a luxury brand through customer service is preferred.
• Experience in inspiring and motivating staff rather than supervising is critical.
• Excellent communication skills delivered in a friendly and professional manner.
• Ability to exercise initiative, sound judgment and diplomacy in all Visit Napa Valley related matters.
• 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.
• Willingness and ability to maintain a professional appearance and demeanor.
• This is a hands-on, floor based position requiring the ability to comfortably stand and talk for prolonged periods of time.
• Ability to stand, sit and walk frequently and comfortably and to lift up to 40 lbs.
• Strong detail orientation and organizational skills. We know everyone says they're detailed, but being able to articulate the way you keep track of details will be key. You follow up and follow through to make sure no detail gets missed.
• Resourceful problem solver. You get asked to do a task you haven't done? No problem. You'll do research, find someone that has, and bring ideas on how to do things better and faster. You're not afraid to ask for help when you want to learn but feel confident in what you can do independently. Solid decision making and strong judgment.
• Attitude. Positive, can-do, level-headed professional who's not a stress-case. This is a service and support function and you must be of the type who not only understands what that means but enjoys working in that type of a role.
• Positive mindset. Someone that sees opportunity within every challenge.
• Excellent, accurate and professional written & verbal communication.

About Visit Napa Valley:

Visit Napa Valley is dedicated to promoting and enhancing the Napa Valley as a world-class destination for visitors. We are a small, close-knit team that values hard work, collaboration, creativity, and excellence in everything we do. Our CEO, Linsey Gallagher, leads with a vision that inspires and challenges us to continuously strive for greatness, even amidst adversity. Join us in making a difference and being part of a dynamic organization in the heart of wine country.

AS THIS IS A FULLY ONSITE POSITION, YOU MUST CURRENTLY LIVE IN THE NAPA VALLEY OR WITHIN A SHORT (50 MILES OR LESS) COMMUTE TO DOWNTOWN NAPA TO BE CONSIDERED FOR THIS ROLE.