CELLAR DOOR AMBASSADOR

Industry: Wine and Hospitality
Department: Cellar Door / Tasting Room
Employment Type: Full Time

About the Role

We are seeking a confident, enthusiastic, and guest-focused Cellar Door Ambassador to join a premium wine and hospitality environment.

The Cellar Door Ambassador is responsible for delivering exceptional wine tasting experiences, providing knowledgeable and personalised service, supporting cellar door sales, and ensuring the smooth day-to-day operation of the tasting room and retail area.

The successful candidate will combine a genuine passion for wine with strong customer service, sales, communication, administration, and organisational skills. You will act as an ambassador for the wine estate and its brands, creating memorable experiences that encourage guests to connect with the products, property, and overall hospitality offering.

Key Responsibilities

Cellar Door and Tasting Room Operations

• Welcome guests and visitors warmly and provide professional, engaging service throughout their visit.

• Conduct informative and engaging wine tastings, ensuring guests receive a memorable and knowledgeable experience.

• Prepare the tasting room and cellar door for daily operations and guest arrivals.

• Provide information about wines, the estate, production methods, experiences, and available offerings.

• Conduct cellar or property tours where required.

• Assist with functions, wine events, exhibitions, and trade shows.

• Ensure the cellar door retail and tasting areas are professionally presented at all times.

• Assist with coordinating local and international wine orders and deliveries.

• Conduct regular stock counts of wine, packaging, and other retail items.

• Maintain attractive and accurate product displays.

Sales and Revenue

• Promote and sell wines and related products in a professional and engaging manner.

• Identify opportunities to increase sales and enhance the guest experience.

• Develop strong relationships with guests, customers, members, and other stakeholders.

• Provide knowledgeable recommendations based on individual guest preferences.

• Support wine club or membership enquiries and assist with customer retention.

• Assist with attracting new customers and generating repeat business.

• Ensure all sales transactions are processed accurately using the relevant POS or cash handling systems.

Guest Experience and Customer Service

• Provide friendly, responsive, and courteous service to every guest.

• Act as an ambassador for the wine estate and uphold the organisation''s brand and service standards.

• Build positive and lasting relationships with guests and customers.

• Respond professionally to questions, feedback, and complaints.

• Resolve guest concerns where possible and escalate matters appropriately when required.

• Assist with bookings, reservations, special requests, and guest enquiries.

• Ensure guests receive accurate information regarding products, experiences, events, and services.

• Anticipate guest needs and proactively identify opportunities to enhance their experience.

Cash Handling and Administration

• Handle cash, credit card transactions, and other forms of payment accurately and responsibly.

• Complete daily cash ups and reconciliation procedures.

• Maintain accurate records of transactions and required documentation.

• Ensure appropriate handovers are completed at the end of shifts.

• Prepare and maintain relevant forms, reports, schedules, and administrative documentation.

• Operate POS and cash register systems efficiently.

• Apply strong numerical skills when processing transactions, stock, and sales information.

Cleaning and Presentation

• Maintain a clean, organised, and welcoming tasting room and cellar door environment.

• Clear and clean tasting areas following guest experiences.

• Clean and maintain glassware, tasting equipment, tables, counters, and other service areas.

• Ensure bottles, displays, storage areas, and retail spaces are clean and professionally presented.

• Maintain clean and organised stockrooms and back-of-house areas.

• Ensure the tasting room is prepared to the required standard throughout the day.

Stock and Product Management

• Conduct regular stock counts and report discrepancies or shortages.

• Ensure wine and other products are stored correctly and presented appropriately.

• Monitor stock levels and communicate replenishment requirements.

• Assist with receiving, packing, and dispatching orders.

• Ensure products are handled carefully and efficiently.

Health, Safety and Compliance

• Comply with all relevant health, safety, hygiene, labour, and operational requirements.

• Maintain a safe environment for guests, colleagues, and suppliers.

• Follow established policies, procedures, and operating standards.

• Report hazards, incidents, maintenance issues, or other concerns promptly.

• Handle equipment, glassware, stock, and other materials responsibly.

Teamwork and Operational Support

• Work collaboratively with colleagues and other departments to ensure smooth daily operations.

• Attend team briefings and participate in training and development activities.

• Support colleagues during busy periods and assist wherever operationally required.

• Maintain open and effective communication with management and team members.

• Share relevant guest feedback and operational information with the wider team.

• Assist with events and other hospitality activities when required.

• Be flexible and willing to perform additional reasonable duties as operational needs arise.

Continuous Improvement and Professional Excellence

• Take ownership of assigned responsibilities and ensure tasks are completed accurately and efficiently.

• Maintain a professional appearance, attitude, and standard of conduct at all times.

• Actively seek feedback and use it to improve service delivery and performance.

• Identify opportunities to improve guest experiences, sales, and operational efficiency.

• Remain informed about the organisation''s wine portfolio, experiences, events, and hospitality offering.

• Contribute positively to a high-energy, collaborative, and professional team environment.

• Make decisions with consideration for guests, colleagues, the business, and overall operational requirements.

Minimum Requirements

Education: Grade 12 or equivalent.

Experience: Minimum of 1 year of experience in a similar position, preferably within wine sales, wine hospitality, tasting rooms, retail, restaurants, hotels, or a related customer service environment.

Additional Qualifications: A WSET qualification, wine course, hospitality qualification, or similar training will be advantageous.

Key Skills and Competencies

• Strong knowledge and passion for wine.

• Excellent interpersonal and customer service skills.

• Confident and engaging communication style.

• Strong sales and relationship-building abilities.

• Excellent attention to detail.

• Good numerical skills and financial accuracy.

• Strong administration and organisational skills.

• Ability to operate POS and cash handling systems.

• High energy and a positive attitude.

• Strong multitasking and time management abilities.

• Professional and well-presented.

• Ability to work effectively in a fast-paced hospitality environment.

• Strong teamwork and collaboration skills.

• Problem solving and decision making abilities.

Personal Attributes

The ideal candidate will be:

• Warm, welcoming, and naturally engaging with guests.

• Passionate about wine, hospitality, and creating memorable experiences.

• Professional, reliable, and trustworthy.

• Confident when presenting and communicating with guests.

• Sales focused without compromising the quality of the guest experience.

• Highly organised and detail orientated.

• Energetic, proactive, and adaptable.

• Comfortable working independently and as part of a team.

• Open to feedback and committed to continuous development.

• Able to remain calm and professional during busy periods.

Working Environment

This is a guest-facing role within a premium wine and hospitality environment. The successful candidate should be comfortable standing for extended periods and working weekends, public holidays, events, and other periods of increased guest activity where required.

The Cellar Door Ambassador will play an important role in representing the wine estate, promoting its products, and creating engaging and memorable experiences for every guest.