Winery Ambassador at Promontory

Title: Promontory Winery Ambassador

Reports to: Director of Hospitality

Location: Promontory Winery

Exempt ( ) Non-Exempt (x)

Situated in the western hills of Oakville, Promontory combines state of the art winemaking with deep ties to Napa Valley’s past. The rare convergence of soil types on the property yields red wines of unprecedented character that are unlike any others in the region. Our commitment to crafting exceptional wines is matched only by our dedication to providing an unparalleled experience for our guests. We are always looking for bright, passionate, and motivated professionals to join our world-class team, where your passion for wine and expertise are celebrated. Come join us!

As a primary on-site representative for Promontory, the Winery Ambassador represents the culture and philosophy of Promontory. The Winery Ambassador will authentically live our values, with curiosity for people and the ability to understand and engage with others’ interests across different subjects. By providing exceptional hospitality and a memorable experience when hosting private visits and tastings and offering direct-to-consumer sales at the time of the visit, the Winery Ambassador will successfully establish and nurture long term, repeat business from existing and new patrons.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Hosting Guests

• Serve as ambassador and storyteller for Promontory.
• Provide authentic visits and tastings on property curating the experience to the individual interests without compromising the core values of the Harlan Domain.
• Follow a choreographed, but not scripted visit lay-out. Use a genuine demeanor, while following specific steps of service and high standards for the guest experience.
• Build rapport with guests by asking open ended questions to curate the experience to their interests. Share information about our land, our philosophy, our wines, and our approach, all tailored accordingly.
• Invite guests to acquire wines, join our allocation list and The Founder’s List.
• Establish, foster, and nourish subscriber relations.
• Inspire guests to acquire library wines and/or join our Founder’s List.
• Practice responsible hospitality at all times.

Operations

• Coordinate sales and wine delivery with the appropriate department (Accounts Receivable, Inventory, and Fulfillment).
• Support with set-up and breakdown of visits and tastings.
• Maintain pristine conditions throughout the winery.
• Support by cleaning and polishing all tools related to the hospitality activity, as needed.
• Assist with coordinating overall winery hospitality schedule of Promontory in partnership with the Director of Hospitality, Hospitality Liaison team and other On-Site Ambassadors.
• Coordinate with Property Stewards and the Director of Hospitality on inventory and maintenance needs for the property.
• Assist with inventories of wines in the tasting locations.
• Capture all necessary metrics to assist the Director of Hospitality in evaluating the overall performance of the hospitality program.
• Identify and assist with designing constant improvements to the guest experience at Promontory.

Relationship management and outreach

• Assist the Director of Hospitality in building the mailing list with qualified subscribers by developing relationships with local referral networks and being present at on-site and off-site events, as needed.
• Collect, record, and update our database with personal, preference and purchase history information on all guests at the property.
• Send a handwritten, personalized thank you note after each visit and tasting.
• Serve as a secondary point person for Promontory with outside properties, off-site events and/or local referral sources.

COMPETENCIES

Listening / Communication

Guest-centered communication. Listens deeply for the meaning of what’s being said, not said and non-verbal cues and clues. Summarizes guest thoughts and feelings to confirm understanding and build rapport. Speaks clearly and in a professional tone. Check in with guests to gain their perspective on what they have shared. Uses silence as an important tool. Writes personalized clear notes to guests that are grammatically correct and inspiring.

Hospitality

Embraces and adopts the organization’s values, beliefs, and norms. Understands and applies the skills and behaviors that elevate guests to feel better about themselves. Inspire and delight guests. Host is fully accepting of everyone from diverse cultures, social backgrounds, independent of their financial means and appearances.

Articulate – Persuasiveness

Creates desire, inspires guests to dream. Communicates in a compelling manner.

Flexing to Guest’s Style

Adjusting your own behavioral style to create rapport and to open dialogue with another person. There a four different communication styles people have crossing all cultures. Understanding one’s own style and flexing to the styles of others. When flexing occurs – rapport and relationships advance.

Hosting Skills

“Facilitating” guests thinking vs. “telling/teaching” elevates the guest experience. Knows how to quickly establish rapport and build relationships. Overcomes challenging situations that otherwise could derail the guest’s visit - from handling intoxicated guests to defusing inappropriate topics or comments. Champion guest requests and foster the possibility.

Personal Characteristics

The Winery Ambassador shows self-awareness and humility as well as a capacity to adapt in an ever-changing environment. With a genuine goodness of intentions, the Winery Ambassador will demonstrate empathy and curiosity by anticipating guests and colleagues’ needs while sharing their passion for wine and the Harlan family values. The Winery Ambassador will be trustworthy, honest, ethical, committed, accountable and detail oriented.

NON-ESSENTIAL DUTIES & RESPONSIBILITIES:

• Performs all related duties as assigned.

QUALIFICATIONS & REQUIREMENTS:

• A minimum of 4 years of luxury guest or member relations experience.
• College degree preferred.
• Passionate and knowledgeable about wine, food and agriculture, with a willingness to broaden knowledge base.
• Strong interest in professional wine tasting and wine service skills.
• Breadth of interest across many subjects & depth of knowledge with interest to continue learning
• Proficient in Microsoft Excel, Word, Outlook, CRM Dynamics, Navision
• Willingness and ability to:
• Lift and handle materials weighing up to 40 pounds.
• Work overtime whenever required.
• Stand on hard surface for extended periods.
• Grasp, stoop, squat, climb stairs, push, or pull, carry, and reach over shoulder.
• Valid California driver’s license and insurance

SKILLS & TRAITS – Successful Candidates will have or be the following:

• Service heart, warm and welcoming.
• Personable and attentive to guests and associates.
• Confident communicator that naturally earns others’ attention and respect.
• Strong relationship, rapport building, interpersonal skills with excellent verbal and written communications skills.
• Consultative approach to providing opportunities to purchase wine and to join the allocation list and membership programs.
• Understand and work towards assigned goals.
• Self-aware, humble, diplomatic, and professional. Able to maintain a “close distance.”
• Good energy, solid work pace. Ability to work under pressure.
• Detail oriented, strong organizational skills yet adaptable to changing conditions when needed.
• Respects structure, process and routines that result in a quality guest experience.
• A professional with sound judgement and the highest ethical standards. Proactive, honest, and trustworthy.
• Team oriented.

ALIGNED VALUES – Successful candidates will share in the organization’s values:

• Family business
• Humility
• Alignment
• Teamwork
• Loyal
• Long term vision
• Patience
• Trustworthy
• Passion
• Adaptability
• Accountability

WHAT WE OFFER

• Health benefits for you and your family, including medical/dental/vision additional health benefits include life, long term disability, FSA or HSA and 401(k)
• Vacation and sick time along with 10 paid holidays and annually designated employee appreciation days
• A diverse team of coworkers that care about each other in a fun, exciting work environment

Pay Transparency Disclosure: The pay scale for this position is $44.00-$48.00 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.

Domain HWH is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Employment with Domain HWH is at-will, meaning either the employee or employer may terminate the relationship at any time with or without cause and with or without notice, except as provided by law.

If you require an accommodation to apply for or interview for a position, please contact our Human Resources Department at 707.286.1900 human.resources@pacificunionco.com