Guest Services Associate
4 weeks ago
About Us
Wine, food, and live entertainment collide at City Winery to create a dynamic and incredibly unique workplace. Since 2008, City Winery has been turning heads across the nation with amazing live performances, delectable cuisine, and award-winning, locally produced wines. But there's more to us than that - we're a haven for community and creativity, a place where the philosophy of hospitality is more than just a buzzword, but a way of life.
Who are you?
You have a passion for music, a love of wine, and a deep respect for hospitality. You know how to connect with people, but you're not just a people pleaser - you thrive under pressure and love making quick decisions that impact the business and culture. You know you have more to learn and are always looking for ways to grow, both personally and professionally. With an entrepreneurial spirit and a desire to be a part of something bigger, you want to join a brand and culture that not only makes a difference, but also helps others INDULGE THEIR SENSES.
Who are we?
City Winery, founded by music industry veteran & visionary Michael Dorf, has established itself as a one-of-a-kind brand providing unforgettable experiences for guests. From world-class music venues to sustainably produced wines with ratings of 90+ points, City Winery offers a range of top-notch events & experiences.
Why us?
Competitive pay plus generous benefits. An atmosphere of learning, development & enrichment opportunities. A career trajectory within a growing company with abundant opportunities for advancement. A fun team of passionate individuals who share your love of hospitality and the opportunity to provide guests with unforgettable nights filled with music & wine. Comped concerts and dining experiences, employee merchandise and meal discounts, FREE family meal, 401K Retirement Plan, Volunteer Opportunities, Flexible Spending Accounts including pre-tax commuter benefits and parking & more depending on position and other Company eligibility requirements.
Position Summary
Guest Services Associates play a crucial role in providing exceptional customer service to our patrons, handling incoming calls and emails, addressing customer inquiries, and supporting the guest services team with ticket operations.
Minimum Qualifications
Previous experience in a customer service or guest-facing role preferred.
Excellent communication skills, both verbal and written, with a professional and courteous demeanor.
Strong organizational skills and attention to detail, with the ability to multitask in a fast-paced environment.
Proficiency in computer applications, including Microsoft Office suite and ticketing software (experience with platforms like Ticketmaster or Eventbrite is a plus).
Ability to work flexible hours, including evenings, weekends, and holidays, to accommodate event schedules.
Passion for wine, music, and hospitality is a plus.
Overview of Responsibilities
Customer Interaction:
Handle incoming calls and emails from patrons regarding ticket purchases, event inquiries, reservations, and general inquiries.
Provide friendly and knowledgeable assistance to customers, ensuring a positive experience with every interaction.
Resolve customer concerns and issues promptly and professionally, escalating complex matters to the appropriate team members as needed.
Ticket Operations Support:
Assist the guest services team with ticketing operations, including but not limited to processing ticket orders and managing seating arrangements, VIP seating/waitlist management and and other projects that arise
Collaborate with other departments to ensure seamless execution of ticketing processes and procedures.
Maintain accurate records of ticket sales, exchanges, and refunds, utilizing the designated ticketing software or platform.
Customer Experience Enhancement:
Proactively identify opportunities to enhance the customer experience and contribute ideas for improving guest services processes and procedures.
Collect feedback from patrons and communicate suggestions for improvement to the management team.
Uphold the City Winery brand standards and values in all customer interactions and communications.
We are an equal opportunity employer and value diversity at City Winery. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Additionally, City Winery participates in the E-Verify Program in certain locations, as required by law.
We use eVerify to confirm U.S. Employment eligibility.
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