Promontory Patron Relations

Title: Patron Relations

Reports to: Promontory Patron Relations Manager

Location: Promontory Winery

Exempt () Non-Exempt (x)

Situated in the western hills of Oakville, Promontory combines state of the art winemaking with deep ties to Napa Valley’s past. The rare convergence of soil types on the property yields red wines of unprecedented character that are unlike any others in the region. Our commitment to crafting exceptional wines is matched only by our dedication to providing an unparalleled experience for our guests. We are always looking for bright, passionate, and motivated professionals to join our world-class team, where your passion for wine and expertise are celebrated. Come join us!

About the role

An ambassador for Promontory and a champion of our customer and potential customers, the Patron Relations role will be responsible for curating the journey and experience for each individual within the Promontory program, outside of on-site hospitality at the winery. The Patron Relations role communicates with and takes care of our patrons, with the goal of creating long-term, loyal relationships. This role will represent the main liaison and point of contact for our patrons and will report to the Promontory Patron Relations Manager.

In this role, you can expect to…

Planning and Communications

• Oversee main and direct line incoming calls
• Manage the inbound and outbound communication with new inquiries
  1. qualifying leads
  2. creating/updating CRM accounts
  3. sending onboarding email (personalized when applicable)
• Track new inquiry onboarding – overseeing monthly report, providing key insights and updates to Manager and Patron Relations team
• Oversee CRM queue emails from Promontory and Fulfillment, and assist in Patron Relations Manager queue, coordinating direct correspondence to patrons regarding:
  1. updating payment information
  2. adjusting addresses and shipping preferences
  3. scheduling shipments and other fulfillment related inquiries
  4. purchase history and allocation information inquiries
• Communicate shipping updates including weather holds, delays and tracking information
• Manage re-route and RTS requests
• Manage returned wine outreach
• Assist Manager with waitlist, Founder’s List, pre-offering & offering communications

Operations

• Create and oversee Patron Relations manual
  1. Identify and assist with designing constant improvements to the patron journey
  2. Document/create/update SOPs for all points of communication and procedure along the patron journey
  3. Disseminate updates and information to other departments as needed
• Create and maintain client records through internal systems (CRM/C7/V360/BC21)
  1. Manage and maintain subscriber data
  2. Collect, record, and update database with personal, preference and purchase history information
• Coordinate sales and wine delivery with the appropriate department
• Act as liaison to client services and hospitality coordinator to confirm visit inquiries, wine pickups and related inquiries
• Manage inquiries from hospitality, fulfillment and accounts receivable teams
• Oversee collateral inventory at winery, warehouse and Pasta building

Guest Services

• Coordinate reservations with on-site hospitality for Founder’s List members, long time patrons and inaugural visits that come through the Patron Relations queues
  1. Share visit and/or waitlist availability with patron
  2. Assist with scheduling and confirming visits to the winery, in cooperation with the Hospitality Administrator
  3. Confirm visit and tasting details with patron
• Make proper introductions to hospitality and Patron Relations teams upon request
• Manage standing allocation update inquires including requests to cancel, skip and update ideal/granted quantity
• Generate and share order confirmation/invoices when needed

You may be a good fit for our team if you have…

• A minimum of 5 years of luxury guest or hospitality experience
• College degree
• Passionate and knowledgeable about wine, food and agriculture, with a willingness to broaden knowledge base
• Breadth of interest across many subjects and depth of knowledge with interest to continue learning
• Proficient in Microsoft Excel, Word, Outlook, Microsoft Dynamics 365, ShipCompliant, Commerce 7
• Willingness and ability to:
  1. Lift and handle materials weighing up to 40 pounds
  2. Work overtime whenever required
  3. Stand on hard surface for extended periods
  4. Grasp, stoop, squat, climb stairs, push or pull, carry, and reach over shoulder
• Valid California driver’s license
• Desired skills and traits for a successful candidate include:
  1. Warm and welcoming demeanor
  2. Team player
  3. Caring and nurturing
  4. Personable and attentive to patrons and associates.
  5. Natural and comfortable confidence in communication
  6. Strong relationship building and interpersonal skills with excellent verbal and written communications skills.
  7. Good listener
  8. Self-aware, humble, and professional. Able to maintain a “close distance.”
  9. Good energy, and ability to work under pressure.
  10. Detail oriented, strong organizational skills yet adaptable to changing conditions when needed
  11. Respects structure, process and routines that result in an exceptional guest experience
  12. Proactively honest and trustworthy

What we will provide:

• Health benefits for you and your family, including medical/dental/vision and 401(k)
• Paid time off and 10 paid holidays
• A diverse team of coworkers that care about each other in a fun, exciting work environment