Guest Services and Office Coordinator

Job Description

Job Description

Benefits:

• Company parties
• Competitive salary
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Vision insurance

Company Description
Here at Traverse City Whiskey Co., "The Whiskey of the North", we are a fast growing, distillery based in northern Michigan. We distribute numerous whiskey expressions across 30 states and cocktail ingredients, including Premium Cocktail Cherries, Simple Syrup and a full line-up of cocktail mixers (under the Cocktail Crate brand), nationwide. We are seeking an energetic professional to be our point of contact for guests and support our back office operations.

Job Description
The Guest Services and Office Coordinator plays a key role in both delivering an exceptional guest experience and supporting the daily administrative operations of the distillery. This position is responsible for responding promptly and professionally to guest inquiries, concerns, and requests across phone, email, and social media channels. A major component of this role includes leading engaging and informative tours of our production facility once trained. On the administrative side, the coordinator provides vital support to internal teams, helping ensure smooth office operations and effective internal communication. This dual-focus role is ideal for someone who is highly organized, personable, and passionate about both hospitality and operational efficiency.

Responsibilities

• Respond promptly and professionally to guest inquiries and concerns via phone, email, and social media channels.
• Conduct engaging and informative tours of the production facility for visitors, once training is complete.
• Manage front desk operations, including greeting visitors, answering inquiries, distributing mail, and directing calls to the appropriate personnel.
• Perform general administrative tasks such as handling correspondence, managing calendars, scheduling appointments, and organizing meetings.
• Process and maintain accurate records across software systems related to production and tasting room operations.
• Maintain office supplies inventory, anticipate needs, and place orders to ensure a well-stocked and functional office environment.
• Assist in the preparation and distribution of internal communications, including memos, newsletters, and company-wide announcements.
• Coordinate special events, including tastings, tours, and promotional activities, by managing logistics, guest lists, and event coordination.
• Conduct research and compile reports as requested by management.
• Provide support to cross-functional teams and assist with various administrative and operational projects as assigned.
• Foster a collaborative and positive work environment by offering assistance to colleagues when needed.
• Maintains a high level of confidentiality of company and employee information
• Other duties may be assigned, and job duties may change according to workload or season

Qualifications

• A knack for maintaining a positive vibe, infusing the office with laughter, and keeping spirits high (pun absolutely intended).
• Proven experience in a customer service-focused role, with a commitment to delivering exceptional guest experiences.
• Strong interpersonal skills with the ability to remain calm, courteous, and professional in all guest interactionswhether in person, over the phone, or online.
• Excellent verbal and written communication skills, with attention to tone and clarity across different communication channels.
• Knowledge of administrative and clerical procedures, with the ability to manage tasks with efficiency and professionalism.
• Proficiency in Google Workspace (Gmail, Docs, Sheets, Calendar, etc.).
• Strong attention to detail and accuracy in handling documents, communications, and data entry.
• Ability to adapt to changing priorities, multitask effectively, and stay organized in a dynamic environment.
• Self-starter with a proactive attitude and the ability to work both independently and collaboratively.
• Knowledge of the distillery industry or a passion for craft spirits and storytelling is a plus.
• Comfortable speaking in front of groups and leading engaging facility tours (training provided).

Education

• High school diploma or equivalent required; associates or bachelors degree preferred.

Physical Requirements
Reasonable accommodations may be made to enable individuals to perform the essential functions of the job.

• Frequently required to stand or sit; occasionally walk
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
• Ability to talk or hear; read, write, and understand English
• Flexibility to work occasional evenings or weekends for special events
• Prolonged periods of sitting at a desk and working on a computer
• Ability to lift 15 pounds
• Works in a clean well-lit and ventilated environment with no apparent direct exposure to physical hazards
• A valid drivers license is required to run errands as needed

Please note that this job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of duties, responsibilities, or qualifications. The employer reserves the right to modify the job description based on business requirements and needs.

Compensation

• $20/hour + tips from tours

Benefits

• Competitive pay
• Health, Vision, Dental, etc insurance
• Paid Time Off
• Simple IRA
• Employee Discounts
• A fun and energetic company culture