酒店业客户顾问

#### Description

#### Note

_Thank you for your interest in joining Dry Farm Wines._

**Hiring is the single most important responsibility we have as a business.** We have an intensive process to ensure we excel in this vital practice. It’s a huge decision for us and for you. We ask that you show up authentically as yourself, and we promise to do the same. Our goal is to find more exceptionally hard working, ambitious people who love success and building something we can all be proud of.

#### Introduction

Dry Farm Wines is the world’s premier Artisan Wine company. We curate the highest quality pure Artisan Wines from small family growers around the world. Every wine meets a set of strict criteria, including organic farming practices, lower alcohol levels, no sugar, and delicious taste.

But, we do far more than just sell wine. Our mission is to create the healthiest, most beautiful, and most premium Rare Artisan Wine lifestyle for our influential, affluent, and health-conscious community.

To create the most premium Artisan Wine brand, we are driven to execute three things better than anyone else in the world: curate the best tasting, healthiest wine, deliver the most elegant, seamless service and ecommerce experience, and inspire more wine drinkers to enjoy our artisan, artful lifestyle.

#### Benefits of working with DFW

This is the best place to work in the world. We have very high expectations and hold each other accountable to them. We also enjoy the rewards of our hard work. Here are a few of the many benefits:

- Above Market Compensation
- Distributed Work Model with a limited in office policy, built to support every individual’s freedom and still build a strong team
- 4-day work week, with limited emails after hours and on weekends
- Unlimited pure Organic Artisan Wines
- Generous 401k, Profit Sharing, and Defined Benefit plans available
- Paid gym stipend
- Huge opportunities to expand your responsibilities and position as the company continues to rapidly grow
- Most importantly, the opportunity to connect with an exceptional and talented team on a daily basis. We are a lot of fun, and we push the boundaries of possibility daily in helping each other grow and in our service to others. Every single person you will work with is an elite performer and has a deep dedication to being the best in their craft.

#### Our Culture

We are driven to create what we love, with people we admire, for a community who loves what we do.

_Creating what we love_

Dry Farm Wines started because of Todd’s passion to optimize his health while still enjoying his love for wine. It grew at the intersection of organic artisan wine, health, community, design, travel, and elevated taste. That’s the space in which we create and dream still today.

_With people we admire_

We need to mutually admire, respect, and trust the people we work with. We celebrate being an elite team that enjoys excellence for excellence's sake. We know that a group of talented individuals, creating in harmony together, is an incredible experience to be part of and a terrific way to make a living and grow as a person.

_For a community who loves what we do_

We bring products and a lifestyle to people who share our passion for health, taste, art, design, beauty, and impact. Our Members love what we love, whether its healthy living, organic farming practices, delicious food, or beautiful art.

For us, this is all part of building a great business and a great lifestyle.

#### DFW Business Values

As a community, Dry Farm Wines values well-being, creative expression, and winning together. Our values aren’t a set of rules, so much as the ingredients that keep our team healthy and strong. We all are committed to showing up with these values:

1. **Admiration** - We admire and respect each other
2. **Excellence** - We have an internal drive for excellence in all things
3. **Innovation** - We are always adapting and pushing the envelope
4. **Group Flow**- We love creating together and we trust each other
5. **Self-Directed Responsibility** - We get things done with energy, cleverness, and without requiring much oversight. We like coaching, not managing.

We view business like a team sport. We choose to play because we love what we do and we love working with each other. When we win, we share prosperity together. When we come up short, we hold ourselves and each other accountable to learn and grow.

#### Freedom & Responsibility

We believe freedom and flexibility are important personal values in our lives today, and we want to lean into them further. People create at their highest when they are focused, rested, and leave space for the creative process. But we also recognize that, within a collaborative organization, too much flexibility can lead to unstructured and isolated lives. In pursuit of our best work in a fulfilling, challenging work environment, we have set forth a few expectations.

#### Working Days and Hours

- (Initial 90 day training period) Monday - Friday, 12pm - 8pm EST (9am - 5pm PST)
- (Once training is complete) **Full time Wednesday - Saturday, 11am - 7pm EST (8am - 4pm PST)**

#### Schedule & Expectations

1. **4 Day Work Week** - We encourage everyone to view Friday (or whichever day becomes your flex day) as a day for personal growth, learning, travel, new experiences, extended fitness, and deep creative work. Anything that inspires and expands your experience, and may bring inspiration and growth to your daily work.
2. **No Meeting Mondays** - Although everyone is expected to be available for other communications on Monday, there will be no scheduled meetings outside of department meetings or a company wide All Hands. All meetings and normal gatherings will be on Tuesday, Wednesday, and Thursday. Monday is for creative flow time.
3. **Limited Email Outside Working Hours -** We do not exchange emails after hours or on weekends unless it pertains to a very urgent matter (eg., an urgent customer delay).

We are very passionate about our culture. Finding someone who values this type of culture is just as important to us as the ideal role attributes.

If you are uncomfortable with anything we do, that’s okay. We might not be the best fit for you. But if you read this and jump with excitement, then let’s continue.

**A Note from the Hospitality Director**

Our goal as a department is to provide Michelin-level Hospitality service to every Member we interact with. To accomplish this, I take inspiration from my many years as a leader in the Napa and New York City kitchens of Michelin star restaurants and use this experience to shape the Hospitality Team at Dry Farm Wines.

I think of building our Team the same way as I did when I was configuring a fine dining kitchen; we need a sous chef, we need dedicated line cooks, and we need to think of challenges before they happen. In doing this, we will set the standard for premium e-commerce service.

I deeply appreciate you investing the time to learn about us and look forward to getting to know more about you.

Gratefully,

Rae, Director of Hospitality

Dry Farm Wines is looking for a Hospitality Account 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, is solution-oriented and takes pride in delivering an exceptional experience every single time. _This is not your standard customer service or account concierge role._

**Responsibilities**

**Customer Communication & Experience**

- 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
- Act as lead copywriter for the Hospitality Team and other supporting departments

**Wine Knowledge & Education**

- 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

**Operations & Process**

- 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

**Who you Are**

- You've worked in a high-energy environment. This could be anything from a fine dining restaurant to a tech start up.
- You are solution-oriented; a problem solver
- You take the approach of wanting to be 1% better every day and don't see small wins as unimportant
- You genuinely want to make people's days better and are excited when you do

**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:

1. **Application Review.** We’ll review your questionnaire and resume and follow up with you within a week.
2. **Meet & Greet Call.** Next, we’ll begin with scheduling a video interview, which will last about 10 minutes for a meet and greet.
3. **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.
4. **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.
5. **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. You will get an intimate close look at us, and how we work together to create magic.
6. **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.
7. Together, we will determine next steps.