Job Description
The Wine Club Operations Coordinator is responsible for guest services and support for Biltmore's Vanderbilt Wine Club members. Duties include, and are not limited to: coordinating various aspects of the Wine Club services to build brand loyalty, ensure that guests’ expectations are exceeded, handling inquiries, follow-up communication and member support. The Wine Club Operations Coordinator will be responsible for actively promoting the Vanderbilt Wine Club at the Winery and engaging in acquisition outside the Winery. Additional responsibilities include developing and implementing successful sales strategies to increase membership, collaborating with Biltmore Shop to improve efficiencies and ease of use, providing concierge level service to our guests, and maintaining consistent communication with Wine Club Specialists and Wine Club Operations Clerks. The incumbent will provide general assistance to the Wine Club Leadership Team, Winery Retail Leadership, and the company as required.
ESSENTIAL JOB DUTIES:
- Promote and actively sell Wine Club memberships through direct guest interaction during the Winery experience.
- Assist in achieving or exceeding monthly membership goals: maintaining or exceeding a 1.5% Conversion Rate.
- Guide guests through the enrollment process including initial sign-up process and subsequent online access through bLoyal.
- Act as liaison between Retail Fulfillment, Retail Guest Services and Winery to ensure a smooth and successful transfer of information for each new Wine Club member.
- Assist the Wine Club Manager in the coordination of Wine Club pick-ups at the Winery via thorough communication with the Retail Fulfillment Team, accurate record keeping, and consistent updates to shared documents.
- Successfully train new team members at the Wine Club Lounge through thorough training, continual coaching, and constructive feedback: 90% rating on competency testing for trainees after initial 90 day period.
- Build brand loyalty among Wine Club members at special functions and events.
- Assist with training initiatives to educate Retail team members on Wine Club benefits and sign-up processes, in coordination with the Wine Club Manager.
- Actively participate in outreach opportunities across Biltmore to encourage the promotion of the Vanderbilt Wine Club prior to a guest's visit to the Winery.
- Assist with the packing and shipping of Wine Club orders as needed.
- Energetically engage in outbound sales campaigns and member communication as needed.
- Ensure compliance with alcohol volume limits and age verification on all wine and Wine Club orders.
- Contribute to policy making decisions regarding the growth of the Wine Club.
ADDITIONAL RESPONSIBILITIES:
- Assist with new Wine Club memberships and additional sales at all Wine Club Functions and events.
- Assist in maintaining accurate inventory levels at the Wine Club Lounge through coordination with the Winery Stockroom.
- Successfully handle any immediate guest recovery situations involving Wine Club members, when Wine Club Manager is not present.
- Communicate operational needs and concerns to the Wine Club Manager.
Conduct: The Biltmore Company considers a consistently positive, cooperative, self-motivated, courteous and professional attitude to be an essential function of every position. Employees must be able to relate to other people beyond giving and receiving of instructions: (a) can get along with co-workers or peers without exhibiting behavioral extremes and (b) respond appropriately to criticism from a supervisor
QUALIFICATIONS:
- High school diploma. Additional training and/or education preferred. Ideal candidate will have some college.
- At least 2 (two) years of or related wine sales experience is strongly preferred. Equivalent combination of education/experience considered. Preferred candidate will have prior experience in retail fulfillment/winery operations, ideally in a high-end guest service setting.
- Knowledge of shipment & fulfillment software and protocols.
- Basic accounting skills; able to administer, track, and report on billing activities.
- Demonstrated commitment to delivery of world class internal/external guest service.
- Excellent interpersonal and communication skills; must be able to convey information clearly and concisely verbally, in writing and/or by phone; solid telephone etiquette skills required.
- Strong planning, organizational, and project management skills a must; keen attention to details with a focus on quality and service.
- Proactive, exercises good judgment; creatively problem solves; anticipates, troubleshoots; build positive working relationships at all levels.
- Proficiency with Microsoft Word, Excel, Outlook; knowledge of bLoyal and/or CounterPoint SQL a plus; ability to quickly learn Biltmore's systems and procedures.
PHYSICAL REQUIREMENTS:
- Standing and walking for majority of time (80%).
- Required to lift up to 25 pounds regularly and 50 pounds occasionally.
- High energy and ability to work in a fast paced environment.
