Hospitality Account Concierge: Dry Farm Wines

Hospitality Account Concierge:
Dry Farm Wines

Dry Farm Wines New York, NY Start Date
09/05/2026

Full-Time

The Hospitality Account Concierge role at Dry Farm Wines is a full-time position in New York, New York. The concierge serves as the primary customer contact by phone, email, text, and live chat, while personalized wine guidance and issue resolution form the core of the work. The role uses a four-day schedule after training, with Wednesday through Saturday hours from 11:00 a.m. to 7:00 p.m. Eastern.

Dry Farm Wines sets an initial 90-day training schedule from Monday through Friday, 12:00 p.m. to 8:00 p.m. Eastern. Candidates need at least four years of experience in a high-caliber hospitality environment, such as fine wine retail, a Michelin-starred restaurant, or a luxury hotel. Basic knowledge across the wine industry , including production, regions, natural and biodynamic farming, and food pairing, is required.

The role also calls for polished written and verbal communication and comfort with remote or distributed work.

• Role:
  Hospitality Account Concierge
• Employer:
  
  Dry Farm Wines
• Location:
  
  New York, New York
• Employment type:
  
  Full-time
• Schedule after training:
  Wednesday through Saturday, 11:00 a.m. to 7:00 p.m. Eastern

The application process starts with a questionnaire and resume. Dry Farm Wines then uses a meet-and-greet video interview, a group call, a role-specific project, and working interviews to assess customer communication, wine knowledge, and service judgment.

The concierge handles customer questions across phone, email, text, and live chat. Each conversation calls for clear product knowledge, an approachable tone, and careful use of customer history and preferences. The role also surfaces customer feedback and recurring trends so the hospitality team can respond to patterns rather than isolated requests.

Wine education forms part of the customer contact. The concierge explains wine production, regional differences, natural and biodynamic farming, food pairing, and Dry Farm Wines' sourcing and brand values. Current product knowledge supports accurate answers, while thoughtful communication helps customers understand the wines without turning each exchange into a technical lecture.

The first 90 days use a Monday through Friday training schedule from noon to 8:00 p.m. Eastern. This period gives the new hire a defined block for product education, service procedures, platform training, and team integration before the regular weekly pattern begins.

After training, the four-day schedule runs Wednesday through Saturday from 11:00 a.m. to 7:00 p.m. Eastern. Mondays have no scheduled meetings except department meetings or company-wide All Hands, and the team keeps after-hours and weekend email limited. The schedule requires reliable coverage across the listed hours because the role serves customers in real time.

Zendesk and other service platforms support the customer workflow. The concierge records conversations, uses available customer history, resolves complex situations, and keeps follow-up work organized across several communication channels. Strong writing matters because the role handles live customer messages as well as longer explanations about wine and sourcing.

The position also contributes to the team's operating system. The concierge leads Hospitality Team copywriting, identifies operational inefficiencies, refines standard operating procedures, and participates in meetings. These tasks connect individual service conversations with changes that can improve how the team answers questions and handles recurring issues.

• Customer contact: phone, email, text, and live chat
• Service tools:
  Zendesk and related platforms
• Process work: feedback trends, copywriting, efficiency reviews, and standard operating procedures

Dry Farm Wines requires four years of experience in a demanding hospitality environment. Fine wine retail, a Michelin-starred restaurant, and a luxury hotel are named examples, while equivalent experience must still demonstrate polished service under pressure and detailed customer care.

Wine knowledge covers more than tasting language. The role requires familiarity with how wine is produced, how regions differ, how natural and biodynamic farming affect production, and how food pairing shapes recommendations. A candidate who can translate that knowledge into plain, respectful…