The Guest Services & Event Coordinator is responsible for overseeing daily operations for reservations, office functions, and club activities, as well as supporting weddings and events. The primary objective is to ensure efficient office systems, adherence to procedures, and exceptional experiences for winery guests, event attendees, and club members. This role involves skilled administrative and operational duties within a dynamic hospitality environment, demanding strong organizational, technical, and interpersonal skills. Supervision is provided by the Director of Sales & Marketing.

Duties and Responsibilities:

Customer Experience: Represent Potomac Point’s interests, delivering exceptional customer service to every guest and club member.
Guest Management: Enhance guest experiences by managing expectations and coordinating visits through reservations.
Issue Resolution: Proactively resolve customer concerns and wine club member issues.
Technical Proficiency: Navigate reservations, POS, wine club software, and UPS shipping systems.
Customer Feedback: Analyze feedback to improve overall ratings.
Shipping Compliance: Process shipping orders in compliance with state regulations.
Facility Tours: Conduct tours for private event bookings and customer education.
Event Proposals: Create private event proposals and contracts.
Sales Goals: Meet personal, wedding/event, and club sales targets.
Event Coordination: Assist with weddings and in-house events, including setup, maintaining cleanliness, and ensuring seamless transitions.
Vendor Relations: Foster strong relationships with vendors for support and collaboration.
Event Facilitation: Learn to manage food and beverage tastings, ceremony rehearsals, and events; to be able to step in as needed.
Schedule Management: Maintain and distribute Google calendar and weekly schedules (ex. Wine cakes).
Wine Club Management: Prepare and process wine club packages and shipments, retain members through consistent communication and exclusive events.
Volunteer Coordination: Organize volunteers for festivals, harvests, and bottling.
Versatility: Perform duties as Assistant Venue Coordinator, Wine Attendant, Customer Service Representative, Event Staff, or Float as needed.
Staff Management: Train and manage staff to ensure high-quality guest experiences and meet sales goals.
Other Duties: Perform other duties as assigned.

Skills and Abilities:

Organizational Skills: Exceptional ability to multi-task and manage multiple projects.
Self-Starter: Proactive with excellent communication skills for resolving customer service issues.
Communication: Strong verbal and written communication skills.
Flexibility: Willingness to work various day/night and weekend shifts.
Physical Ability: Lift and carry up to 50 lbs.; walk and stand for extended periods; climb stairs multiple times daily.

Potomac Point Winery and Vineyard

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Guest Services Coordinator & Event Assistant