Position Title: Reservations & Wine Club Assistant
Department: Hospitality – reporting to the Venue Manager
Position: Casual, Level 2
Rostered Days: Sunday, Monday, Wednesday
Location: The Lane Vineyard – hospitality office
Position Description
Overview:
As the Reservations & Wine Club Assistant, you’ll play a key supporting role in the day-to-day rhythm of The Lane Vineyard, helping ensure everything runs smoothly across both our hospitality offering and Wine Club. This role is all about consistency - supporting a seamless, high-quality experience for our guests and members, every day of the week.
You’ll assist in managing reservations and incoming enquiries via phone and email, keeping booking platforms, diaries and calendars accurate and up to date. You’ll also help coordinate and communicate booking details across the restaurant, tasting room, experiences and events, while supporting the ongoing administration and service of our wine club members.
Working within a shared coverage model, you’ll provide dedicated Gathering Club support on Sundays and Wednesdays, while also stepping in to cover the Reservations & Administrative Coordinator on Sundays and Mondays. Together, this ensures a smooth and consistent 7-day service across both areas, with clear communication and a strong attention to detail at every step.
We’re looking for someone personable, proactive and highly organised - someone who communicates with ease, keeps on top of the detail, and enjoys juggling a mix of tasks across both guest-facing and behind-the-scenes responsibilities. Strong and open communication with the Reservations & Administrative Coordinator will be key to keeping everything aligned and running seamlessly.
Key Responsibilities
Wine Club Administration & Support (Sunday & Wednesday focus)
* Provide dedicated administrative support to the Gathering Club, including ownership of the wine club inbox on Sundays and Wednesdays, responding to member enquiries in a timely, warm and professional manner, and assisting with orders, subscriptions, cancellations, booking enquiries, and general support.
* Manage new wine club sign-up data entry on Sundays and Wednesdays, ensuring all client information and subscription preferences are accurately recorded within required timeframes to maintain alignment with wine club automations.
* Follow up with the Tasting Room team to resolve any sign-up data discrepancies promptly and accurately.
* Take ownership of key weekly Wine Club administrative processes, including failed payment follow-up, CRM data hygiene, and email preference management, ensuring accurate member data, successful subscription processing, and appropriate communication with all members.
Reservations (Sunday & Monday coverage)
* Act as a central point of contact for any incoming phone calls and email enquiries across the business, directing or resolving enquiries as appropriate.
* Provide coverage for the Reservations & Administrative Coordinator on rostered days, ensuring continuity across booking platforms, inbox management, and internal communication.
* Oversee bookings and scheduling across the restaurant, tasting room, experiences, and events, ensuring all platforms, diaries, and calendars are accurate and up to date.
* Utilise booking platforms such as SevenRooms and Rezdy to manage reservations and communicate booking details effectively to relevant teams.
* Assist with group bookings and prepare and communicate run sheets for a smooth handover to the hospitality team.
* Communicate any ‘on the day’ booking changes clearly and promptly across all hospitality departments, escalating urgent updates to relevant managers where required.
* Perform general administrative tasks, including data entry, filing, and office housekeeping, and provide support to the Venue Manager as needed.
Key Attributes
* Outstanding communication skills.
* Exceptional attention to detail.
* Ability to multitask and perform under pressure.
* Highly organised with strong time management skills.
* Customer-focused with a collaborative approach.
* Proficient in Microsoft Office and technologically adept.