Castello di Amorosa

Job Title: Guest Associate Lead
Department: GUEST SERVICES
Reports To: VP Operations -| Tasting Room Manager
Salary Range:  $22 - $32 | Non-Exempt
Location: Castello di Amorosa, Calistoga, CA

 

Position Summary

The Guest Associate Lead serves as a primary point of contact for guests throughout their visit, providing warm, professional service while supporting reservations, greeting and check-in, cashier sales, and other front-facing hospitality functions. The Lead performs core Guest Services duties and serves as a day-to-day resource and role model for the team by providing shift-level guidance, supporting training, assisting with advanced POS and cash-handling functions, reviewing transactions, coordinating workflow, and communicating staffing or operational concerns to management.

Guest Associates may be cross-trained and assigned to reservations, greeting, cashier/POS, or other Guest Services functions based on business needs. The role requires professionalism, accuracy, flexibility, attention to detail, and the ability to work effectively in a fast-paced hospitality environment.

Essential Duties and Responsibilities

Guest Services & Reservations

· Welcome and assist guests courteously; provide information about the property, winery experiences, policies, events, and guest services, and offer directions throughout the property.

· Respond to guest questions and concerns in person, by telephone, email, and other approved channels; assist with special requests and communicate guest needs to the appropriate team members.

· Verify reservations and assist with guest check-in; maintain a positive, professional company image and provide service during weekends, holidays, special events, and high-visitor periods.

· Create, modify, confirm, and cancel reservations; help guests select experiences based on availability and needs; maintain accurate reservation and guest information.

· Communicate reservation details and special requests to appropriate departments; prepare basic reservation reports, guest lists, and administrative materials as needed.

· Serve as a resource for routine guest concerns and reservation-system questions or corrections; resolve matters within established procedures and refer complex complaints, recurring issues, or system concerns to management.

Team Leadership, Training & Shift Operations

· Demonstrate professional conduct, punctuality, teamwork, and excellent customer service; provide day-to-day guidance and support to Guest Services and cashier team members during assigned shifts.

· Assist with onboarding and training on POS and reservation procedures, shipping orders, cash handling, guest service standards, and department policies; reinforce procedures and provide constructive, job-related coaching.

· Communicate recurring performance or training concerns to management; assist with break coverage and cross-department Guest Services coverage, including cashier, Castaldo, and greeter assignments, as business needs require.

· Coordinate workflow during assigned shifts; monitor staffing coverage, identify bottlenecks and anticipated coverage gaps or overstaffing, and communicate coverage needs and process-improvement suggestions to management.

· Lead, support, and supervise cashier staff during assigned shifts. Document employee disciplinary issues, complete formal employee reviews, establish department-wide performance standards, and make formal performance decisions.

· Create and manage daily employee schedules, independently approve schedule changes, independently determine staffing reductions, and ensure overtime is approved.

· Monitor hours worked and promptly alert management to potential overtime. All hours worked must be recorded and paid; approval procedures do not change the obligation to report all hours worked. Staffing decisions, schedule changes, and decisions to send employees home remain with management.

Compliance, Accountability & General Operations

· Maintain confidentiality and protect customer payment information; follow company policies and procedures for refunds, discounts, register access, cash handling, and payment information.

· Maintain and communicate information regarding lost-and-found items in accordance with department procedures; maintain cash, valuable lost-and-found items, and safe contents independently as the department’s accountable manager.

· Monitor supplies and communicate replenishment needs; assist management with daily operational tasks and support other departments when assigned.

Leadership Authority & Role Boundaries

The Lead provides day-to-day direction, training support, and operational guidance but does not independently make hiring or termination decisions, issue formal discipline, conduct formal performance reviews, or establish department-wide policies.

Cashier, POS & Cash Accountability

· Process gift shop, ticket, wine, shipping, and other approved sales; operate POS systems and accept cash, credit cards, and other approved payment methods.

· Assist guests with purchases and provide accurate product and pricing information; enter shipping and customer information accurately; maintain a clean, organized, stocked, and guest-ready cashier and retail area.

· Handle cash, make change, and maintain assigned drawers and change funds; follow procedures for cash handling, register access, transactions, returns, exchanges, refunds, discounts, and customer payment information.

· Perform advanced POS functions, including reports, order corrections, authorized refunds and voids, transaction assistance, routine troubleshooting, credit-card batch closeout, and escalation of unresolved system issues.

· Open, count, close, and balance registers; review required paperwork and complete register/deposit documentation. Request register change and replenishment under established procedures.

· Review assigned-shift transactions for required adjustment notes, sales-representative assignments, and customer information on qualifying transactions; identify errors and use findings for coaching or retraining.

· Document and promptly report cash overages, shortages, discrepancies, unsettled credit-card items, suspicious transactions, or suspected irregularities to management and/or Accounting.

Physical Requirements & Work Environment

· Regularly stand, walk, stoop, bend, reach, lift, carry, kneel, and perform repetitive motions; may sit or stand for extended periods.

· Occasionally lift and/or move up to 50 pounds, including cases of wine or other supplies.

· Work primarily indoors, with occasional outdoor work in varying weather conditions, including sun, rain, heat, and cold. May be exposed to moving mechanical parts, equipment, fumes, or airborne particles. Noise levels may range from moderate to loud.

· Work in a fast-paced hospitality, retail, and Guest Services environment with frequent interaction with guests, employees, vendors, and other personnel and regular use of reservation systems, POS systems, telephones, and other computer equipment.

· Regularly process cash and credit-card transactions. Professionalism, accuracy, flexibility, and a sense of urgency are required.

· Availability may be required for weekends, holidays, evenings, special events, and extended hours during peak summer and high-visitor periods. Hours may be reduced during slower winter months, typically mid-November through February.

Reasonable accommodation may be available to enable individuals with disabilities to perform the essential functions of the position.

Employment & Compliance Statements

· At-Will Employment: Employment with Castello di Amorosa is at-will. Either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, unless otherwise specified by a written agreement.

· Equal Employment Opportunity: Castello di Amorosa is an Equal Opportunity Employer. We celebrate diversity and are committed to an inclusive environment. Employment decisions are based on business needs, job requirements, and individual qualifications.

· FLSA: This position is non-exempt under the Fair Labor Standards Act and is eligible for overtime pay in accordance with federal and state laws.

· Background Check / Pre-Employment Screening: Employment may be contingent upon successful completion of background checks or drug screenings, where permitted by law.

Acknowledgment

I have read and understand the duties and requirements of this position. I certify that I can perform the essential functions of this position with or without reasonable accommodation.

Employee Name: __________________________________ Signature: _________________________________ Date: ______________

Knowledge, Skills & Abilities

· Excellent customer service, interpersonal, verbal, and written communication skills.· Strong attention to detail, organization, accuracy, and discretion with confidential information.· Ability to multitask, prioritize, and remain professional in a fast-paced environment; work independently and as part of a team.· Computer and data-entry skills, including the ability to learn and use POS and reservation systems.· Ability to accurately handle cash, make change, balance a cash drawer, and perform basic math.· Demonstrated ability to support and train coworkers, communicate operational issues, and use advanced POS functions.· Wine knowledge preferred. RBS Certification required within 6 weeks; must be at least 18 years of age.