[Hiring] Hospitality Specialist @Dry Farm Wines

Role Description

Dry Farm Wines is looking for a Hospitality Concierge who brings a deep understanding of Michelin-level standards of care to every customer interaction. This is a role for someone who thrives in a fast-moving, ever-evolving environment. You will succeed in this role if you are someone who leads with curiosity, adapts without hesitation, and takes pride in delivering an exceptional experience every single time. This is not your standard customer service or account concierge role.

Responsibilities

• Serve as a primary point of contact for customers across all channels (phone, email, text, and live chat) delivering thoughtful, educated, and personalized communication.
• Collaborate closely with the broader hospitality team to surface recurring customer feedback, emerging trends, and relevant insights to the Director of Hospitality.
• Represent the Dry Farm Wines brand with consistency and integrity across every touchpoint.
• Anticipate customer needs proactively, resolving issues with grace and efficiency.
• Contribute to a team culture of continuous improvement; sharing ideas, flagging gaps, and evolving with the business.
• Handle sensitive or complex customer situations with professionalism and emotional intelligence, turning challenges into positive experiences.
• Speak fluently and confidently about our wines, our sourcing philosophy, and our brand values in a way that educates and excites.
• Educate customers in an approachable, non-intimidating way that reflects our brand's passion and philosophy.
• Stay current on the Dry Farm Wines portfolio, seasonal offerings, and any product updates.
• Participate actively in team meetings, contributing insights and ideas that help elevate the overall customer experience.
• Utilize Zendesk and other platforms effectively, applying proper tags and workflows to help track customer impact and feedback.
• Identify patterns and inefficiencies in day-to-day operations and proactively suggest improvements.
• Adhere to and help refine team SOPs to ensure consistency and quality across all customer touchpoints.
• Use the systems and processes in place to gain a deep understanding of each customer's history and preferences to deliver a consistently personalized experience.

Qualifications

• Minimum 4 years of experience in a high-caliber hospitality environment (Michelin-starred restaurant, luxury hotel, fine wine retail, or equivalent).
• Basic knowledge of wine (production, regions, natural and biodynamic farming, and food pairing).
• Demonstrated ability to communicate in a polished, educated, and approachable manner - both written and verbal.
• Experience working in a remote or distributed team environment is a plus.

Skills

• Multitasking - Able to manage high volumes across multiple communication channels simultaneously without sacrificing quality.
• Emotional intelligence - Reads the room (or the inbox) with ease; meets every customer where they are with patience and empathy.
• Problem-solving under pressure - Stays composed and solution-oriented when things get complicated or fast-paced.
• Attention to detail - Nothing slips through; from a customer's preference note to a follow-up email, precision matters.
• CRM & tech fluency - Comfortable navigating customer platforms, ticketing systems, and remote communication tools.
• Critical thinking - Goes beyond the surface to understand what a customer truly needs and how best to serve them.

Next Steps

Once you’ve submitted the questionnaire and resume, here’s what to expect:

• Application Review: We’ll review your questionnaire and resume and follow up with you within a week.
• Meet & Greet Call: Next, we’ll begin with scheduling a video interview, which will last about 10 minutes for a meet and greet.
• Group Call: We’ll then schedule a 30-minute call with more people from the team. It’s a chance for us to get to know you better, and for you to better know us and our business.
• Project Review: We will assign you a specific project that will help us understand your work product. It will be a project within your area of hire. Then we will schedule a 30-60 minute video interview to review the project.
• Virtual Visit: If we’re all still a good fit for each other, next we’ll plan a virtual working interview/socials. You’ll virtually meet with a group of us for an open and wide-ranging conversation, experience our work environment, work on a project, and present it to us.
• In-Person (or Virtual Visit): If we’re all still a good fit for each other, next we’ll bring you to us for an in-person working interview/socials (or a virtual visit in these current times). This is typically a two-day interview. You’ll connect with a group of us for an open and wide-ranging conversation, experience our work environment, work on a project and present it to the team, and get to know us better. Any expenses are hosted by us.