Guest Experience Specialist | Troy, MO

Detailed Information

  • Location: Wright City, MO

  • Company: Cedar Lake Cellars

Essential Functions: • Face of Cedar Lake Cellars. Often first point of contact for guests, new hires and vendors. Must leave a lasting, memorable, and positive first impression. • Respond to guest's inquiries in a timely and effective manner, via phone, email, social media, or chat applications.

• Collect, track and analyze guest feedback via surveys & reviews and prepare reports. Suggest improvements internally based on the insights gathered. • Track guest experiences across online and offline channels, devices, and touchpoints. • Engage regularly with CLC social media posts, pictures, " what's happening" and engages staff to post. • Document processes and log technical issues,

as well as guest compliments and complaints. • Work in collaboration with internal teams such as events, culinary, winery, and finance, to ensure that gaps in the guest experience- irrespective of where they occur in the journey.

• Facilitate and maintain all reservation systems including but not limited to firepit, picnic tables and winery dining reservations. • Maintain document and data storage/organization on shared drive. • Organize team meetings and take notes during meetings. • Work in collaboration with marketing to promote CLC on all utilized social media applications. • Assist on weekends as scheduled for winery, events, and culinary. • Fully participate and support all signature events. • Facilitate initial intake/phone screening for non-leadership positions.

• Collect, summarize and prepare reports for Plus/Deltas for Signature/Important Dates events

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