Member and Guest Service Associate

Job Description:

The Donum Estate is renowned for its commitment to excellence in the cultivation of premier vineyards and the production of premium wines, deeply rooted in sustainability and respect for nature and community. Located in the picturesque Sonoma County, The Donum Estate seeks to enhance its legacy through innovative practices, while fostering a culture of respect, teamwork, and continuous improvement.

Position Overview:
The Donum Estate is currently seeking a dynamic and experienced Member and Guest Service Associate to join our team. Reporting directly to the Hospitality Director.

The Member and Guest Service Associate is responsible for coordinating and managing the guest arrival and departure, reservations, guest assistance, guest needs, and the flow of guests in and out of the tasting room. Manage all aspects of the front door, guest arrival, seating and departure, and operational procedures. Assists with and manages reservations and general inquiries, helping to ensure the successful completion of orders through our POS system, and supporting tasting room daily operations.

Essential Duties & Responsibilities
To perform this job successfully, an individual must be able to perform satisfactorily each duty described above. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Serve as the primary customer service contact for reservations, post-processing follow-through of tasting room orders, general inquiries, and POS fulfillment questions, and providing timely and professional customer communication via phone, email, and in person.
• As part of the DTC team, this position will be responsible for helping our department to meet sales goals. Utilizing knowledge of our brands, products, and customer data (CRM), address customer needs while giving proactive wine recommendations specific to our customer's interests.
• Monitor & review daily POS and Phone orders for accuracy, inventory, and compliance, and resolve any order issues with the guest, host, and hospitality manager as needed (e.g. quarantined orders, delivery issues).
• Monitor and manage all aspects of POS orders – from placement through delivery, including returns and follow-up, etc.
• Respond to all inbound consumer phone calls and emails with the highest level of customer service.
• Answer guest & member questions about wines, events, and tasting experiences.
• Prepare and share regular performance reports and results with the Manager and other stakeholders.

Benefits:
Competitive salary.
• 401(k) with matching.
• Comprehensive medical, dental, and vision insurance.
• Voluntary Life and AD&D, Long-Term Disability.
• Health savings account and Dependent Care spending account.
• Employee discounts.
• Generous paid time off, tuition reimbursement, and scholarships for dependents.
Schedule:
• 8 hour shift
• Able to work weekends and holidays.

Supplemental Pay Types:
• Bonus Opportunities bonus program and gratuity

Work Location:
• On-site at The Donum Estate, Sonoma, CA

Salary Range:
• Hourly range from $25-$30

The Donum Estate is an equal opportunity employer committed to diversity and inclusion in the workplace. We welcome applicants from all backgrounds and believe in the power of diversity to enhance our community, culture, and the wines we produce.

Pay Transparency Disclosure: The base pay range offered for this position. 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 Donum Estate reserves the right to modify the range in the future.

For more information about The Donum Estate, please visit our website

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