Concierge and Outreach Lead in St Helena, California at C. Mondavi & Family

Position Purpose

The Concierge & Outreach Lead (COL) is responsible for on-site Concierge duties and for driving growth in tasting room & luxury experience bookings. This role requires a highly polished professional with demonstrated expertise in delivering high-touch, luxury service. The COL will refine and elevate how we market to and serve top-tier clientele, ensuring exceptional, personalized experiences.

This position will also focus on expanding and strengthening partnerships throughout Napa and Sonoma counties, as well as within the greater Bay Area, including luxury hotels and restaurant partners. The COL will curate and promote customized experiences that showcase the best of the Charles Krug portfolio.

Key Responsibilities

• Lead and oversee the Concierge team, ensuring exceptional service standards
• Welcome guests and manage reservations
• Build, develop, and maintain a comprehensive Rolodex of key industry contacts with top-tier restaurants, resorts, hotels, transportation providers, and concierge networks to drive referrals and bookings
• Collaborate with the Tasting Room Manager to develop and execute strategic outreach initiatives within the community, hospitality, and restaurant sectors
• Generate high-quality leads, cultivate key partnerships, and drive reservations
• Serve as a primary point of contact for VIP guests, travel planners, and concierge partners, ensuring seamless communication and follow-through
• Respond promptly to guest inquiries and proactively upsell curated experiences
• Maintain ongoing relationships with past guests and partners to encourage repeat visits and referrals

Qualifications / Experience

• Minimum of 3 years of concierge experience within the luxury or hospitality industry
• Exceptional communication skills with a strong focus on sales and customer service
• Proven track record of successfully selling to VIP and high-net-worth clients
• Engaging public speaker and skilled storyteller
• Excellent writing skills with strong attention to detail
• Proficiency in Tock or similar reservation platforms