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Wine & Food Segment

Director, Guest Services

We are an established tour operator based on Bainbridge Island, WA looking for a highly qualified guest services leader for our wine & food travel segment. We create and operate a variety of small-group travel experiences for partner organizations and specialty enthusiasts. As international travel returns, we anticipate sizeable growth in our winery, wine clubs, and related wine & food group travel business. Join us and help accelerate sales in this segment while delivering an exceptional day-to-day guest service experience.

Position: Full-time

ROLE AND RESPONSIBILITIES

  • Guest Services: Act as the day-to-day primary point of contact, service provider, and resource for our wine & food groups, partner organizations, and their members or guests via phone, email, text, or any other means
  • Guest Sales: Proactively promote currently scheduled departures to prospective wine & food guests (inbound and outbound); offer recommendations; sell repeat trips; request referrals
  • Group Management Support: Help support repeat wine & food group sales from program selection, agreement, ongoing marketing support, problem-solving, and trip departure
  • New Group Development Support: Help identify new high-quality wine & food partners (I.e. wineries, wine clubs) through industry relationships and referrals from guests
  • Relationship Building: Build connections interacting with current and prospective partners and their guests from initial interest through departure and post-trip; act as a trusted advisor
  • Administrative Process: Manage guest communications and systems including CRM entry, invoicing, and payments; sending surveys, handling complaints, distributing supporting guest documentation and policies, updating FAQs, facilitating extra services, and managing any other guest or partner communications
  • Product Knowledge: Develop an in-depth understanding of our tour itineraries, destinations, and guest options; stay up-to-date on the industry, competitors, and program benefits; build and capture key points for internal knowledgebase

QUALIFICATIONS AND EDUCATION REQUIREMENTS

  • Demonstrated successful high-level customer service, hospitality, account management, or sales experience with sophisticated clients: luxury hotel, travel hospitality, or similar
  • Experience, knowledge, and relationships within the North American wine industry: regions, winemakers, owners, key decision-makers, and influencers
  • Exceptional communicator and relationship builder; outgoing, proactive, friendly, optimistic, kind, and courteous both verbally and in writing
  • Demonstrated attention-to-detail, professionalism, and follow-through
  • Degree in Hospitality or relevant field a plus, but not necessary

PREFERRED SKILLS & TRAITS FOR SUCCESS

  • International luxury hospitality experience
  • High level of intellectual capability and curiosity
  • Ability to build and improve processes, systems, and habits
  • Thorough, hard-working, consistent, and reliable
  • Able to handle challenging situations with professionalism and grace
  • Technically capable, strong ability to use online tools and manage oneself
  • Conscientious record keeper
  • Team player, takes ownership, eager to improve

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