About Sommsation Sommsation is a wine experience marketplace and technology platform designed to transform how people discover and share wine. By connecting wineries, sommeliers, and consumers, we create seamless access to curated wines, events, and knowledge. Our team brings together expertise in e-commerce, technology, strategy, operations, and hospitality. The Role We are seeking an operationally minded Hospitality & Concierge Manager to oversee concierge activities and ensure all customer interactions are delivered with efficiency, accuracy, and deliver best-in-class guest service. This role is central to ensuring every touchpoint reflects Sommsation’s commitment to exceptional service and hospitality. The ideal candidate is proactive, solutions-oriented, and thrives in a fast-paced, dynamic environment. Key Responsibilities • Serve as the primary point of contact for VIP customers, consistently exceeding expectations by managing customer services, including order support, event bookings, and personalized requests • Lead and manage a growing concierge team, setting standards for service excellence • Responsible for the daily execution of e-commerce and experiential customer purchases • Oversee communications, order management, and event bookings, ensuring timely and accurate responses • Handle escalations with discretion and professionalism in a timely manner, maintaining the highest standards of service externally, with clear communications to internal teams • Ensure all guest interactions align with Sommsation’s hospitality and brand standards • Develop, implement, and maintain clear escalation procedures for customer complaints and service recovery. Work with operations, technology, and events teams to identify gaps and improve customer workflows • Analyze customer feedback and operational metrics to drive efficiency and service enhancements for continuous improvement Qualifications • Bachelor’s degree in Hospitality Management, Business, or related field (preferred) • 4–6 years of experience in luxury hospitality, premium lifestyle, or high-end customer experience roles, with 1-2 years in a supervisory/management capacity • Strong background in process management, service standards, and operational execution • Excellent communication, organizational, and problem-solving skills • Ability to manage multiple priorities in a fast-paced environment • Proficiency with CRM systems and service management software • Flexible schedule, including evenings, weekends, and holidays • Background in luxury, boutique, or high-end hospitality environments, i.e., luxury hotel, private club, premium wine, travel, or lifestyle brand concierge • Experience with high-value clientele and personalized service is critical • Hourly position, based onsite in downtown West Chester, PA