Coordinator, Reservations (Lingua Franca)

Job Description

Position Summary

The Reservations Coordinator supports the Visitor Center & Events team in delivering exceptional visitor experience and world-class customer service to guests at Lingua Franca Winery. As directed by the Senior Manager, hospitality and events the Reservations Coordinator performs administrative and operational duties related to the Visitor Center & Events operations, including tracking of online tasting and program bookings, phone and email inquiries, group bookings and onsite guest support. The Reservations Coordinator actively works to ensure guest satisfaction, models exemplary customer service techniques and helps to manage costs and resources whenever possible.

The goal is to provide best in class experiences to all clients that highlight our brand and our mission. This position may include weekend and some holiday hours.

• Serve as primary reservations agent for Lingua Franca Winery hospitality and events.
• Manages online bookings, troubleshoots problems, sends email confirmations, tracks online payments.
• By phone or email, interact with all guests promptly and graciously while providing knowledgeable, consistent, and courteous responses to questions, complaints and/or problems. Ensures that all problems are resolved to the customer's satisfaction. Refers to management as appropriate.
• Maintain current knowledge of Company sales payment protocol for all Trade, Events, and guest visitations.
• Answer reservations phone line and assist guests with reservations and other requests for information.
• Execute daily reporting on guest visitation and financials as required.
• Support guest data capture as requested.
• Assist guests with arranging wine purchases for pick-up, shipment, or delivery.
• Assist management with event sales by booking events and processing payments.
• As requested by Management, assist in training and orientation for new, seasonal, and/or rostered staff.
• Act as a guest resource, providing knowledge about our wines, winery, history, and property in an open and friendly manner with the goal of helping customers develop enthusiasm and appreciation of our wines
• Maintain a current knowledge base regarding the winery, viticulture, enology and wine and food pairing by participating in educational training, seminars, and tastings within the Winery and through outside sources.
• Serve as a partner to hospitality staff, delivering wine club sign-ups, revenue, and operating profit to plan.
• Processes customer orders, using POS register to complete sales. Properly operate POS systems and accurately follow transaction procedures.
• All other duties as assigned.

• High School Diploma, GED, or equivalent experience.
• Excellent verbal and written communication skills, with a genuine desire to help customers in a friendly, courteous, and professional manner.
• Ability to work under pressure and on tight deadlines and to multi-task effectively. Polished phone and email skills.
• Pleasant and courteous manner, even when hurried or under stress
• Strong team-oriented work ethic
• Knowledge of wines, the wine industry, and Willamette Valley
• Proficient with PC software including Microsoft Word and Excel
• Intermediate math skills

• 1-3 years of experience in a high-volume, luxury retail, restaurant, or hospitality environment
• Prior knowledge of reservation software (Tock, WineDirect, etc.)
• Foreign language skills a definite plus

• Must be at least 21 years of age
• Must be able to work extended hours including evenings, weekends, and holidays.
• Must be able to work a flexible/rotating schedule as needed.
• Must be able sit and/or stand for long periods of time, and work on a computer for extended periods.
• Must be able to work both inside and outside in varied weather conditions.
• Ability to lift up to 55 lbs., with assistance if necessary
• Must have a valid driver's license.