Estate Concierge

Direct To Consumer (DTC) St. Helena, California


Position at Jackson Family Wines

Concierge / Greeter

Freemark Abbey Estate Winery

Position Purpose

Under general supervision, the Concierge is responsible for greeting and welcoming guests to the winery and assisting them throughout their visit.  The Concierge maintains the reservation system for Tasting Room guests and demonstrates detailed knowledge of Freemark Abbey Estate Winery and landscape sites as well as event and tasting experiences to make suitable guest recommendations.  


Functional Responsibility

Essential Duties

  • Maintains the Tasting Room’s reservation system and calendar to help coordinate staffing and setup and ensure an excellent customer experience
  • Provides a warm greeting and high level of customer service to create a memorable guest experience
  • Processes the majority of general telephone calls received by the winery, demonstrating professional telephone etiquette and a complete understanding of all Freemark Abbey Winery’s operations and guest experiences
  • Assists with customer concerns, questions and complaints via e-mail, telephone or in person in a timely manner
  • Maintains a current business database to recommend restaurants, hotels, wineries and recreational activities for guests
  • Assists Tasting Room staff with pouring wines for guests as needed
  • Assists with other administrative tasks as needed 

*Other duties may be assigned


Non-Essential Duties

*Other duties may be assigned


Minimum Requirements

Education and Experience

  • High school diploma or equivalent
  • Minimum 1-2 years successful experience in wine industry, concierge, hospitality, hotel or related field

Knowledge, Skills, and Abilities

  • Must be able to work evenings, weekends, and holidays as needed
  • Proven ability to effectively communicate and provide exceptional customer service to diverse groups
  • Meets changing priorities in the workplace with flexibility and enthusiasm
  • Solution-oriented and resourceful problem-solving skills in a fast-paced work environment
  • Basic business math skills
  • Maintains a professional appearance and demeanor
  • Working knowledge of wine, wine industry and Napa Valley region
  • Able to establish and maintain effective working relationships in a team environment to achieve department and Company goals
  • Proficient in retail and reservation software and Microsoft Office Suite (Word, Outlook, Teams, PowerPoint, Excel)

Working Conditions

  • General winery tasting room environment
  • Indoor and outdoor environment with exposure to the elements/temperature variations
  • Shift Rotation
  • Must be able to work flexible schedule, including weekends and after hours

Work Standards

  • Acts in a manner reflective of the Company culture of High Moral Standards, Innovation and Continuous Evolution, Trust in Team, Continuous Improvement, and Sustainable Relationships
  • Communicates, interacts, and works effectively with others; receptive to feedback and coaching; voices concerns in a constructive manner
  • Demonstrates commitment to safety first; communicates safety concerns; promotes a safe work environment based on established safety standards and training
  • Follows all Company policies and procedures

Additional Comments

Management retains the discretion to add to or change the duties of the position at any time.

Jackson Family Wines offers its employees a generous and comprehensive benefits package.  The core health insurance components include medical, dental and vision.  Additional health benefits include life, disability and flexible spending accounts.  Other benefits include 401(k) with generous company match, paid time off (PTO), paid holidays, wine & merchandise discounts.


Jackson Family Wines is an Equal Opportunity Employer.