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Guest Relations Manager, JUSTIN

Company: The Wonderful Company
Location: Paso Robles
Posted on: June 9, 2021

Job Description:

At JUSTIN Vineyards & Winery, we offer guests the ultimate California food and wine experience with world class service. Our award-winning culinary team takes advantage of farm to table offerings, using fresh local ingredients that reflect the changing seasons.

Responsible for managing the Inn Team, including Concierge and Housekeeping teams across the Hospitality Division. Lead the Reservations Call Center as well, which provides booking support for JUSTIN and Landmark. Manage the reception including overseeing all aspects of guest services, room reservations, check-in/out and post trip follow-up.

A Day In the Life at JUSTIN:

  • Management functions:
  • Build schedules for concierge and housekeeping teams ensuring adequate coverage
  • Track and handle all guest service complaints, ensuring guest recovery when possible
  • Interview, train and develop concierge and housekeeping staff
  • Create task sheets and checklists for all roles or shifts as needed
  • Work with IT to configure all PBX and phone systems to operate effectively
  • Make recommendations for rate changes, packages and promotions to ensure revenue expectations are met
  • Manage JUST INN supply and labor budgets to ensure spend is in line
  • Develop guest relations experiences on and off property, work with local attractions as needed
  • Be the afterhours emergency contact for guests staying at the inn, coordinating follow up requests as needed with other management or maintenance
  • Inspect rooms and public spaces for order, cleanliness and maintenance issues
  • Attend weekly divisional management meetings as assigned, presenting the updates and business results for the JUST INN
  • Review Inn amenities and adjust as needed to coincide with a luxury resort
  • Assist Marketing with replying to online reviews (such as TripAdvisor) ensuring rankings are raised each year and the Inn is appropriately represented in the top hotels in the region
  • Assist with Rooms budgeting and forecasting, with support of senior leadership
  • Implement standards of service, SOPs and ensure compliance with industry rating standards
  • Work with Chef department on breakfast, room service, food amenities and special occasion standards

  • Concierge and Reception Functions:
  • Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide information to guests about wine tours, tastings, and local attractions.
  • Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Provide welcome folders containing room keys, and information about the guests stay as appropriate. Close out guest accounts at time of check out.
  • Promptly answer the telephone using positive and clear voice.
  • Assist guests with booking the various experiences across all properties and venues, giving advice when guests are unsure or need assistance.
  • Sell wine or process shipments, orders or memberships for guests who call, in the absence of the tasting room or wine society
  • Book auction lots, coordinating all donated activities with appropriate parties from various teams at the winery.
  • Ensure that no detail is overlooked and that the guest receives what was promised and that all employees involved understand the timeline and their involvement in the seminar(s), dinner(s), tour(s), etc.
  • Contact guests for pre-arrival trip planning, and post-stay follow-up/engagement
  • Ensure all staff is aware of important visitors, private tours, etc.
  • Book dinner, lunch, and event reservations including guest chef dinners. Coordinate charging of customers for events such as the guest chef dinners in advance with the accounting department.
  • Send out appropriate confirmation material to Inn guests.
  • Maintain the Inn log book, including attending to lost and found, luggage or transportations needs
  • Book and maintain the JUSTIN Shuttle schedule

  • Housekeeping Duties
  • Manage, assign or perform Turndown service in guestrooms
  • Maintain all soft goods, including linens -- maintain PAR levels. Track inventory and submit requisitions for all additional goods, equipment and cleaning supplies
  • Submit maintenance requests on behalf of housekeeping for work to be done at the Inn
  • Create annual preventative maintenance needs to be submitted to housekeeping, maintenance and houseman roles
  • Craft cleaning checklists, and ensure timely completion
  • Ensure staff follow safe training, use and storage guidelines, especially related to chemicals and equipment

  • Perform any other duties as assigned.

Your Contribution to JUSTIN:

  • COVID vaccination will be required for this position unless candidate has a legally valid exemption.
  • Two (2) years of supervisory experience in a hospitality or hotel setting is required. Managing a team is crucial. Experience in the wine industry a plus.
  • Proven success working in a customer service position or industry.
  • Demonstrated strong ability to work well under pressure.
  • Ability to establish direction, obtain commitment and execute appropriate logistical processes.
  • Must be able to communicate verbally and in writing in English (and Spanish preferred)


The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Our Dedication to You:

  • Competitive benefits package including Medical (including 24/7 online access to a physician), Vision, Dental and 401k with match eligibility
  • Opportunities for development and internal mobility
  • Manager and leadership training, biweekly L&OD webinars, and eLearning offerings
  • Companywide problem solving and continuous improvement training
  • Wonderful Giving ( - allowing you to donate company money to a cause of your choice
  • Company focus on wellness and health including virtual yoga and mindful meditation classes

Located in Paso Robles, JUSTIN Vineyards & Winery was founded in 1981 and is known for crafting world- class wines using Bordeaux grape varieties, including the iconic ISOSCELES blend of Cabernet Sauvignon, Cabernet Franc and Merlot. The Vineyard estate, located at 11680 Chimney Rock Road, features a Tasting Room, luxury five-star accommodations at the JUST Inn, and a Restaurant--making it one of the only wineries on the Central Coast to offer all three options. In September 2018, a new second location, the JUSTIN Downtown Tasting Room opened introducing an expansive wine-tasting bar, lounge, and a full dining room that's situated prominently on the square along Downtown City Park in the heart of Paso Robles. In addition to its stellar hospitality, JUSTIN consistently receives top honors around the world, establishing itself as a leader in New World Bordeaux-style winemaking. JUSTIN wines are available through discerning fine wine retailers and restaurants throughout the United States, or directly from the Winery via JUSTIN's Tasting Room, online store or to members of the exclusive JUSTIN Wine Society wine club. To discover more about JUSTIN, visit

The Wonderful Company is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Please Click Here To View Our Privacy Notice.


Keywords: The Wonderful Company, Santa Maria , Guest Relations Manager, JUSTIN, Other , Paso Robles, California

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