Cellar Door, Retail & Customer Service Attendant Level 2

Position Title:

Cellar Door, Retail & Customer Service Attendant (Level 2)

Location:

673- 675 Maroondah Hwy, Coldstream VIC 3770

Reports to:

Cellar Door Manager

Direct Reports:

N/A

 

Main Position Objectives:

 

Reporting to the Cellar Door Manager and working as part of the Coombe Customer Service team, this role is responsible for the delivery of customer service and sales in the Cellar Door, Terrance and Providore areas of the business.

The key goals are to ensure excellence in customer service and an optimal visitor experience; to maximise the retail opportunity, particularly Coombe Farm wine sales, the promotion of the Melba legacy and to ensure all daily operations are carried out as accurately and efficiently as possible.

This position requires a positive ‘can do’ attitude; a friendly demeanor; patience; a high level of professionalism; a ‘hands-on’ approach; excellent time-management; flexibility with regards to seasonal and daily trade fluctuations; some previous sales & customer service experience; and a team-focused work ethic. Some external brand representation may be required from time to time

 

 

Essential Duties and Job Responsibilities

Operational:

Daily set-up & close down operations

Wine Tasting – small & large groups

Retail sales (including wine, food, merchandise, vouchers)

Sales processing – POS, credit cards, cheques & cash

Stock control & ordering – maintaining appropriate stock levels in Cellar Door & Providore and physical stock movements

Merchandising & stock display as required

Customer Service delivery – counter & table as required

Daily maintenance & cleaning of service areas

Other hospitality duties as required

Other administration duties as required

Handling of phone enquiries

Providore pricing

 

Internal Relationships:

Other Cellar Door & retail staff

Wine Business Team

Events Team

Chef & Kitchen team

Other Coombe Hospitality Staff

External Relationships 

Wine Tour Operators

Suppliers & Contractors as required

 

Objectives and Key Performance Indicators

 

Objectives and Key Performance Indicators:

Maximise wine/merchandise/food sales conversion per visitor

Maximise wine club sign up

Maintaining Grooming and Verbal etiquette standards

Maximum positive visitor experience

100% accuracy of order & sales processing

Zero customer complaints

Relevant Scope Measures:

Number of direct reports: 0

Number of indirect reports: 0

Number of employees in company: 60+

Percentage of travel: 1%-2% (external presentations if required)

 

Principal Skills, knowledge and personal attributes required:

Education Qualifications: N/A

Essential: Responsible Service of Alcohol Certification (Victoria); A reasonable level of Literacy & Numeracy; Good communication skills

Desirable: Basic computer skills.

This role will require a naturally energetic and flexible individual who is accustomed to working in a sales and service environment; has proven capacity to work well under pressure, in both a solo and small team setting. It will also require the capacity to deal effectively with multiple tasks and competing demands.

The role involves physical activity, hands-on involvement and may involve lifting and the ability to sustain a physically active role is important.

Taking pride in personal appearance is critical.

In this position you can expect the following physical demands required from you on the job;

  • Standing, walking: 80-90% (continuous)
  • Talking or listening: 60-70% (continuous)
  • Sitting: 0 - 20% (intermittent)
  • Lifting or carrying <10kg, reaching:10 – 20% (intermittent)

 

Competencies Required:

Physical strength & endurance

Practicality & logic

Patience

Attention to detail

Integrity and trust

Time management

Written communications

Strong team player

Flexible approach

Proactive approach

 

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