Guest Services Coordinator

Guest Experience & Wine Club Coordinator

Location: Paso Robles, CA

Position Type: Full-Time

Department: Direct-to-Consumer (DTC) / Hospitality

We are seeking a highly organized, service-oriented, and proactive Guest Experience & Wine Club Coordinator to support our growing Direct-to-Consumer business. This role serves as a primary point of contact for winery guests, wine club members, and online customers, helping to deliver exceptional experiences across our Wine Club, Reservations, Ecommerce, and Guest Services operations.

The ideal candidate thrives in a fast-paced hospitality environment, enjoys building relationships, has strong attention to detail, and is comfortable communicating across multiple channels including phone, email, text, and in-person interactions.

This position plays a key role in member retention, reservation management, customer satisfaction, order support, and overall guest experience.

• Serve as a primary point of contact for wine club members, providing exceptional service via phone, email, text, and in person.
• Manage membership enrollments, account updates, billing changes, upgrades, downgrades, and cancellations.
• Maintain accurate member records and communication history.
• Assist with wine club releases, including customization support, pickup coordination, shipment holds, redirects, and member follow-up.
• Proactively communicate with members regarding payment issues, shipping exceptions, unclaimed releases, and account updates.
• Support member retention and engagement through personalized outreach and service-driven sales support.
• Assist with wine club events, communications, and on-site execution.

• Manage incoming reservation inquiries and booking requests.
• Coordinate tasting room, VIP, and special experience reservations.
• Maintain accurate guest records, preferences, and special requests.
• Collaborate with hospitality leadership to ensure exceptional guest experiences.
• Support visitation logistics and special events as needed.

• Assist customers with online orders, account access, gift purchases, and product inquiries.
• Process order updates, modifications, and address changes.
• Support online product launches, member-exclusive offers, and promotional campaigns.
• Help maintain accurate online product information and customer communications.
• Conduct outreach to customers and prospective members regarding releases, promotions, and wine club opportunities.

• Serve as a contact for shipping and order-related inquiries.
• Monitor shipping exceptions, failed deliveries, redirects, and returned packages.
• Coordinate with fulfillment and shipping partners to resolve issues efficiently.
• Assist with club release logistics and member communications regarding shipping timelines and deadlines.

• Monitor shared inboxes, phone lines, text platforms, and service queues.
• Maintain CRM, POS, reservation, ecommerce, and wine club records with accuracy.
• Support reporting, reconciliation, and data management projects.
• Assist with documenting and improving standard operating procedures.
• Provide additional support to the Guest Services, Hospitality, and DTC teams as needed.

• Minimum 2 years of experience in customer service, hospitality, wine club administration, reservations, ecommerce support, direct-to-consumer operations, or a related field.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities while maintaining a positive and professional demeanor.
• Comfortable interacting with guests and members via phone, email, text, and in person.
• Proficiency with Microsoft Office and/or Google Workspace.
• Ability to learn and navigate CRM, POS, reservation, ecommerce, and shipping platforms.
• Reliable transportation and ability to travel between local winery locations if needed.
• Valid driver's license and acceptable driving record if driving is required for the position.

• Winery, tasting room, luxury hospitality, wine club, or direct-to-consumer experience.
• Familiarity…