Guest Experience Coordinator

Job Description:

Position Description:

The Guest Experience Coordinator plays a key role in delivering Clif Family’s signature hospitality, managing reservations, guest inquiries, and coordinating tastings, boardroom activations, and on-site events. As the first point of contact for many of our guests and wine club members, they navigate multiple platforms and systems with confidence and ease, ensuring every interaction is warm, organized, and memorable.

This team member consistently anticipates guest needs, communicates clearly across internal teams, and supports smooth execution of experiences, helping to strengthen relationships with guests, members, and local partners. Their efforts directly contribute to Clif Family’s reputation for thoughtful service and meaningful guest experiences.

Position Responsibilities:

• Deliver exceptional hospitality and service to every guest.
• Answer and respond to all incoming reservation requests, changes and cancelations, notify relevant personnel as needed. Confidently guide guests through the booking process while juggling multiple tools and platforms.
• Assess guests’ needs and match them with the appropriate Clif Family experience and suggest additional experience or offerings where appropriate.
• Accurately build and manage reservations with detailed notes, working closely with Hospitality Management to align with staffing.
• Maintain deep knowledge of all hospitality offerings and ensure special requests are recorded and communicated across our reservation system, POS, and CRM.
• Document, troubleshoot, resolve and/or appropriately escalate any guest’s concerns of issues to guarantee any issues are addressed in a timely fashion.
• Develop and maintain a comprehensive knowledge of wine, wine club events and promotions.
• Coordinates the setup, general logistics and any special arrangements for all trade and media visits.
• Coordinate with key stakeholders and leadership for internal meetings and events.
• Pours at hotel pourings and other off-site events as needed to drive reservations to the tasting room.
• Builds and maintains relationships with concierges, drivers, and other industry partners through ongoing outreach to drive referral business to Clif Family.
• Manages Clif Family’s Sip & Support partners, coordinating schedules for Sip & Support events and communications with nonprofit partners, and tracking partners year over year.
• Coordinates and fulfills donation requests submitted through the Approved for Good platform.
• Provide cross-coverage for the Customer Success Team to maintain seven-day-a-week service.
• Support events, experiences and other projects as needed.

Skills Required:

• Undergraduate degree or equivalent experience in hospitality or related field.
• Wine education or training is preferred.
• Strong knowledge of Napa Valley wines, wine and food pairings, and the local wine industry a plus.
• High-level customer service and hospitality skills with a sharp attention to detail.
• Exceptional verbal and written communications.
• Ability to multitask and remain calm and friendly under pressure.
• Proficiency in Microsoft Office, CRM tools, reservation platforms, and POS systems.
• An enthusiastic, collaborative, and solution-oriented personality.
• Self-starter with a proactive approach to problem-solving.
• Ability to lift up to 50 lbs.
• Availability to work weekends, holidays, and special events as needed.
• Valid CADL Drivers License and clean driving record

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