June 2, 2009 - Download >FORUM.Vetting Your Guest.6.2.09.pdf
Vetting Your Guest - Panel DiscussionPresenters: Elan Fayard, Alpha Omega; Todd Newman, Revana; Scotti Stark, Fisher; Wendy Day, Vine Cliff; Jeff Blaum, Chase
FORUM PRESENTATION AND DISCUSSION
“VETTING YOUR GUEST”(This is the general summary, the nuances come from
ideas sparked by the discussion.)
1. Understanding the Wine Visitor to the valley - Daniel Ha
Please see additional handout
2. Gathering “Guest Intelligence” – Elan Fayard/Todd Newman
• What brings you to Napa Valley?
• Where are you staying (if not a hotel concierge)?
• Have you been to Napa Valley before?
• If so, what wineries did you enjoy?
• Any particular wineries you are looking to visit?
• Are you coming to wine country to purchase wine or more for the wine country experience?
• Is there a particular varietal that you enjoy?
• At what price point do you regularly purchase wine?
• Experience: Do you prefer a more intimate tasting (VIP/sit-down) or more casual, tasting bar?
• ( If not working with a tour guide), do you wish to have transportation provided?
• Where do you live? Shipping/Consolidating wine, etc.
3. Crafting the Right Itinerary – Scotti Stark
• WHAT WINES DO THEY CURRENTLY ENJOY? Sparkling, white, red, sweet?
• ARE THEY BUYING WINE?? If not, try to send them to places where hosts do not earn commission.
• TRY NOT TO OVERBOOK. Two to three suggestions or appointments will leave extra time for guests to visit their own selections. Remember to leave time for lunch.
• GOOD IDEAS FOR DAY TRIPS:
~Large, medium and small wineries:
Robert Mondavi, Whitehall Lane, Chase Cellars
~Historic (pre-prohibition), Medium Age, New to the Valley:
Beringer, Cakebread, Hunnicutt
~Valley Floor, Mountain, Co-Op/Commercial:
Larkmead, Viader, Silenius
• Matching personalities of guests and hospitality/venue
Car Dealer/Collector – Far Niente, Fisher
Doctor – Palmaz, Revana
Hi Tech – Vineyard 29, Crocker & Starr
Shopper – Darioush, Plumpjack
• Appellation Specific
St. Helena – Merryvale, Ballentine, Anomaly
Stags Leap – Shafer, Hartwell, Robert Sinskey
Spring Mountain – Terra Valentine, Barnett, Pride
• North to South (or visa versa) to see the whole valley
Chandon, Frog’s Leap, Chateau Montelena
NOTE: Be familiar with the valley and “geographically considerate” to your guest…always.
4. Relationship Etiquette – “The Good Stuff & the No-No’s “– Wendy Day
Thank You for:
• Making appointments in advance or phoning ahead.
• Making special requests (i.e. picnics) in advance.
• Sending guests who are a good fit.
• Encouraging guests to call when their plans change.
May We Ever So Politely Ask You to?
• Be respectful of our facility.
• Be respectful of our tours and our other guests.
• Avoid booking guests likely to be drunk.
• Avoid booking guests who are not interested in wine.
• Council guests from refraining from wearing perfume or cologne to wineries.
5. Providing Feedback/Dialogue – Jeff Blaum
“Feedback is the culmination of the Valley
Experience and should be used as a tool to build upon the networking relationships we are all working to foster”
• Obtaining immediate feedback from a guest may be easier for a Tour Guide or Concierge. Sharing that with the winery is useful and appreciated from our Perspective.
• Obtaining feedback in the future is a good way to re-connect with customers. We all do that with the hope of another sale...
• Feedback to the wineries from concierges or tour guides is invaluable. Guest is likely to be more candid with a concierge/tour guide.
• Important to share negative feedback in a constructive way. Wineries want to know when someone not happy. If winery is not living up to expectations we need to know.
• In the same way, if winery protocol is not being followed driver or concierge should be willing to listen.
• Let us know what would make guest experience better, or what would make the experience better for tour guide/concierge
• Winery hospitality let Concierges and Tour Guides know how their guests’ visit went.
