Guest Experience Specialist

Trefethen Family Vineyards is a distinguished family-owned estate vineyard and winery located in the Oak Knoll District of Napa Valley. Established over fifty years ago, Trefethen has grown to become a respected name in the wine industry by crafting exceptional estate-grown wines that vividly express the unique spirit of their land, vines, and people. Rooted deeply in values such as family, respect, sustainability, authenticity, learning, and joy, the vineyard evokes a timeless appeal to wine enthusiasts locally and globally. As a business, Trefethen Family Vineyards thrives with a loyal customer base and a dedicated team who oversee every aspect of the operation—from the soil in the vineyards to the beautifully executed experiences they deliver at the table.

The company is currently seeking to hire a Guest Experience Specialist to join their enthusiastic hospitality team. This role is a cornerstone in the customer service framework, often representing the initial point of contact for guests at Trefethen Family Vineyards. The Guest Experience Specialist is instrumental in setting a warm, welcoming tone that shapes customer perceptions and fosters strong, lasting relationships with both new and returning customers, especially wine club members. The position offers full-time employment with a competitive hourly salary range of $22 to $25, reflective of qualifications, experience, and skills.

The role entails managing incoming communication through multiple channels including phone calls, emails, and texts, ensuring that all inquiries are handled with enthusiasm and professionalism. Booking individual and group reservations for vineyard visits and wine tastings is a key responsibility. The candidate will also have opportunities to effectively communicate the brand story and sell tasting experiences, wines, membership options, and special events to diverse clientele. The position is highly collaborative, involving close coordination with the Estate Concierge team, Hospitality Manager, and Wine Club Supervisor to uphold service excellence and meet retention goals.

The Guest Experience Specialist will support front desk operations during peak visitation by checking in guests, while also performing backend tasks like data entry, credit card updates, upselling, and order processing in partnership with the Wine Club team. Strong emphasis is placed on resolving customer issues promptly and fostering an environment of delight and loyalty. Participation in occasional on- and off-site events provides a dynamic work environment and further engagement with VIP guests.

Candidates for this role should have a passion for wine and a desire to continually learn, backed by excellent communication skills and the ability to adapt to frequently changing priorities with a positive, calm demeanor. The work environment combines office-based tasks with front-of-house guest interaction, requiring both dexterity for computer work and the ability to stand and walk frequently during shifts. A professional appearance consistent with a business casual dress code is expected.

This is an excellent opportunity for individuals with experience in customer service, ideally within the wine industry, who thrive in team settings and wish to contribute to an authentic, sustainability-minded, family-centric winery. The compensation is competitive within the industry, with the company holding the flexibility to modify the pay range based on candidate qualifications. Join Trefethen Family Vineyards to be part of a heritage brand committed to excellence in both wine and guest experience.