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Guest Services & Reception chez House of Flowers

House of Flowers · Healdsburg, États-Unis d'Amérique · Onsite

$45,760.00  -  $52,000.00

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Role Title:

House of Flowers Guest Services & Reception 

Manager

Assistant Guest Services Manager

Department

Visitor Center 

Location

House of Flowers

Status

Non-Exempt

Last Updates

3/4/2024

PURPOSE OF ROLE 

The House of Flowers Guest Service & Reception is responsible for guest service duties at the reception of the Visitor Center. This role will also assist with overall guest service and support tasks, as needed. Responsibilities can also include order entry, inventory management, on site shipping needs, and supporting the Visitor Center with various duties. This role works closely with the Hosts and management team.

KEY RESPONSIBILITIES & ACCOUNTABILITIES.

 

Core competencies 

 

The scope of responsibilities for this position include:

 

Guest Service and Sales Support

  • Responsible for checking guests in upon arrival and coordinating seating charts for the day
  • Visitor Center – support with various duties, including events, provide exceptional guest experiences, attending trainings
  • Assist with guest care support, researching and resolving guest issues
  • Reception – assist in the reception area with TOCK, walking guests to their tables, fulfillment of orders
  • Administrative – printing, menus, placeholders, scanning and copying as well as various duties assigned by Managers and Supervisors
  • Research and resolve assigned guest and member issues with grace and efficiency
  • Occasionally assist with guests and attend events
  • Assist with bussing and other guest service support duties as needed

 

Core Responsibilities and Key Traits

 

To perform the job successfully, our House of Flowers Operations Support must naturally have the following traits:

  • Ability to manage multiple projects, work under pressure on tight deadlines and to multi-task
  • Basic knowledge of inventory management and guest service
  • A background in administration or accounting is a plus

 

Competencies & Attributes: 

  • High-energy with a positive attitude and quick work pace, detail oriented and excellent follow-up skills
  • Excellent guest service skills
  • Ability to converse with high profile guests via telephone and email regarding orders and guest service issues 
  • Confident up-selling and cross-selling winery products and loyalty programs as a part of superb service
  • A positive attitude, including a genuine desire to help (external and internal) guests in a friendly and attentive manner
  • Ability to complete repetitive tasks with consistency and adherence to systems
  • Elevated organization and planning skills
  • Excellent verbal and written communication skills including listening skills and professional phone skills
  • Team oriented work ethic
  • Ability to function independently after being given the appropriate direction
  • Excellent attention to detail and ability to anticipate guest needs and react appropriately
  • Fast learner of new systems, logical and adaptable

 

Knowledge: 

  • Proficient with PC software such as Word, Excel, and Tock reservation system with the desire and ability to learn more sophisticated programs and systems
  • Comfort in using web-based systems such as eCellars
  • Strong knowledge of web browsers and the internet
  • Working knowledge of office machines
  • Experience at reception of restaurant, hotel or winery is a plus