Guest Services Associate - Ram's Gate Winery

Description

Perched upon the rolling hills that define the landscape of the Carneros AVA, Ram’s Gate welcomes visitors as they enter Sonoma’s Wine Country. The vision of owner Jeff O'Neill, Ram’s Gate Winery brings a new perspective on refined elegance through thoughtful farming, transparent winemaking, genuine hospitality, and sublime culinary experiences. The cornerstone of the O'Neill family portfolio, Ram's Gate is dedicated to creating compelling and uncompromising wines sourced from vineyards that encompass the spirit of Sonoma County. Its connection to the land is reflected in the breathtaking tasting room that overlooks the estate vineyard made up of 28 acres of organically farmed vines.

At Ram’s Gate Winery, hospitality is an art—rooted in authenticity, personalization, and an unwavering commitment to delivering exceptional luxury experiences. Every guest should feel welcomed, valued, and immersed in an atmosphere that is as memorable as the wines we craft. As a Certified B Corporation and leader in sustainability, we take pride in doing what’s right—for our employees, guests, partners, and the planet. Our mission is simple: Inspire a happier & more sustainable world, one glass at a time

As a Guest Services Associate, you are the first and last impression of the winery, ensuring that every guest encounter is seamless, warm, and thoughtfully curated. More than just greeting guests, this role is about crafting intentional experiences—from assisting with reservations and seating arrangements to guiding guests through wine purchases and membership inquiries. Your meticulous attention to detail and ability to anticipate needs help create effortless, elevated visits that leave a lasting impact. Thriving in a team-driven environment, you will balance guest engagement with operational support, ensuring a smooth and memorable winery experience for every visitor. 

DUTIES AND RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Welcome each guest with warmth, making them feel personally valued from arrival to departure
• Read between the lines to understand and fulfill spoken and unspoken guest needs, exceeding expectations at every touchpoint
• Assist members with customizations, allocations, pick-ups, and account updates to enhance their experience
• Handle bookings through Tock with accuracy and efficiency, ensuring a smooth flow of guests and optimal seating coordination. Proactively communicate updates with the hospitality team to maintain an elevated level of service
• Capture and record guest preferences, ensuring each visit is uniquely personalized and fosters long-term relationships
• Develop a deep understanding of our wines and estate offerings to provide insightful recommendations and enhance the guest journey
• Assist with winery and membership events, helping with setup, execution, and guest engagement to create flawless, unforgettable moments

Requirements

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

• 1+ years of experience in luxury hospitality, customer service, or sales
• Exceptional verbal and written communication skills, with a natural ability to engage guests and colleagues professionally
• Passion for delivering personalized, high-touch guest experiences with meticulous attention to detail
• Comfortable using technology (experience with Microsoft Office, Tock, and WineDirect is a plus)
• Adaptable, composed under pressure, and skilled at making thoughtful decisions in a fast-paced, dynamic environment
• Required Certifications: California Food Handlers Training & RBS Certification (within 30 days of employment)
• Must be at least 21 years old

CULTURAL BEHAVIORS

O’Neill team members are Forward Thinkers. Hard Working without Drama. Friendly Problem Solvers who work as One Team to Always Deliver.

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following: 

• Lift, move, and stack boxes up to 60 lbs.
• Ability to walk, stand, and bend for prolonged periods
• Coordinate multiple tasks simultaneously
• Perform some repetitive motion activities
• Ability to climb ladders
• Grasp, stoop, squat, climb stairs, push, pull, carry, and reach over the shoulder

WORK ENVIRONMENT:

• Work may occur indoors or outdoors while serving guests
• Temperatures are typically moderate but may fluctuate with seasonal temperature changes
• The noise level is generally low to medium

O’Neill Vintners & Distillers offers a competitive salary and comprehensive benefits package, including medical, dental, vision, and life insurance coverage, short- and long-term disability, a 401(k) with a company match, Paid Time Off, holidays, and more.

O’Neill Vintners & Distillers is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All candidates must pass a comprehensive background check and drug screen and adhere to all Company, Federal, and State Food Safety Regulations and Policies. This organization participates in E-Verify.