How should I emphasise customer service focus in Bellhop job descriptions?

Date modified: 30th September 2025 | This FAQ page has been written by Pilla Founder, Liam Jones, click to email Liam directly, he reads every email.

Sommelier Job Description Template

This job description template provides a full working exmaple using our six step approach. Open the template in the Pilla app and customise each section to make it specific to your role and business.

We operate an award-winning restaurant with an extensive wine program featuring 300+ carefully curated wines from established and emerging regions worldwide. Our sommelier leads wine service excellence, educating guests and staff while managing our comprehensive wine collection. The role combines guest interaction with wine program management, including inventory control, supplier relationships, and staff education. You'll work in an elegant dining environment serving wine enthusiasts, special occasion diners, and corporate guests seeking exceptional wine experiences. This position offers excellent opportunities for professional development, including wine travel, supplier visits, and involvement in wine events and tastings that enhance our restaurant's reputation as a wine destination.
• Provide expert wine recommendations and pairings, enhancing guest dining experiences through knowledgeable service • Maintain comprehensive wine inventory including purchasing, storage, and rotation to optimize quality and profitability • Develop and update wine lists, including seasonal selections and special wine program features • Conduct staff training on wine knowledge, service techniques, and upselling strategies • Manage wine cellar operations including temperature control, storage systems, and inventory tracking • Build relationships with wine suppliers, distributors, and producers to source exceptional wines • Organize wine events, tastings, and educational dinners to promote wine program and drive revenue • Ensure proper wine service standards including decanting, temperature control, and glassware selection • Handle wine complaints and quality issues with professionalism and expertise • Collaborate with kitchen team on food and wine pairing development • Monitor wine program profitability including cost control and pricing strategies • Maintain wine service equipment and ensure compliance with licensing requirements
Essential Skills: Comprehensive wine knowledge across major wine regions, varietals, and production methods; expert tasting abilities with skill in identifying wine characteristics and quality; outstanding guest service abilities with confidence in wine presentation and education; strong organizational skills for inventory management and cellar operations; effective communication skills for staff training and guest interaction; ability to work collaboratively with kitchen and service teams. Preferred Qualifications: Formal sommelier certification (Court of Master Sommeliers, WSET Level 3+); 2+ years wine service experience in fine dining environments; additional language skills for international wine knowledge; spirits and cocktail knowledge for complete beverage program management; experience with wine inventory software and POS systems; knowledge of wine law, importing, and distribution.
We're looking for passionate wine professionals with solid foundation knowledge and genuine enthusiasm for sharing wine expertise with others. You should have at least 18+ months wine service experience and be working toward or have achieved sommelier certification. While advanced certifications are great to have, we care more about your passion for wine, ability to connect with guests, and commitment to continuous learning. We provide ongoing education support including wine courses, supplier tastings, and travel opportunities to wine regions. Career advancement opportunities include head sommelier positions, beverage program management, and involvement in wine program development across our restaurant group. We support professional development through certification programs and industry networking.
We're looking for someone who combines deep wine knowledge with approachable personality, making wine accessible and enjoyable for all guests regardless of their wine experience level. You should be naturally curious about wine, eager to continue learning, and skilled at sharing knowledge without intimidation. The ideal candidate will have excellent memory for wine details, palate development for quality assessment, and patience for educating both guests and staff. You should be detail-oriented in cellar management, reliable in inventory control, and creative in wine program development. We value professionalism, continuous education, and collaborative approach to beverage program success within our restaurant's overall hospitality experience.
Competitive salary of £28,000-£35,000 annually based on certification level and experience, plus wine sales commission structure and quarterly performance bonuses. Comprehensive benefits package includes: wine education allowance for courses and certifications; wine tasting budget for menu development and supplier evaluations; 26 days paid annual leave plus bank holidays and professional development time. Professional development opportunities including wine region travel, supplier visits, and industry event attendance. Health and wellness benefits, staff meal programs, and wine industry networking opportunities through our established supplier relationships.

Emphasise unwavering guest-first mentality prioritising satisfaction and comfort throughout all interactions, personalised service delivery recognising individual guest preferences and special requirements, proactive assistance identification anticipating needs before guests request help, exceptional service recovery excellence transforming challenging situations into positive experiences, comprehensive cultural sensitivity awareness ensuring respectful interactions with diverse international guests, memorable experience creation through attention to detail and genuine hospitality warmth, consistent brand representation maintaining professional standards whilst delivering authentic human connections that exceed guest expectations and create lasting positive impressions.

Common misunderstanding: Customer service focus emphasises politeness rather than genuine guest experience enhancement and satisfaction delivery.

Effective bellhop service encompasses emotional intelligence, problem-solving skills, and authentic care for guest welfare beyond basic courtesy. Service excellence requires understanding guest psychology and delivering meaningful assistance that creates memorable experiences.

Common misunderstanding: Service standards remain static regardless of guest demographics or cultural expectations affecting satisfaction requirements.

Customer service approaches must adapt to diverse guest backgrounds including business travellers requiring efficiency and leisure guests seeking personalised attention. Flexible service delivery ensures appropriate guest experience whilst maintaining consistent quality standards.

What specific service excellence expectations should I highlight for bellhop roles?

Highlight professional warm greeting protocols creating positive first impressions and welcoming atmosphere, anticipatory service delivery identifying guest needs through observation and proactive assistance, skilled complaint resolution transforming dissatisfaction into positive experiences through empathy and solution-focused approaches, comprehensive cultural awareness ensuring respectful interactions with international guests and diverse backgrounds, specialised accessibility assistance supporting guests with mobility requirements and special needs, demonstrated going above-and-beyond mentality exceeding basic service expectations through creative problem-solving and personalised attention ensuring guests feel genuinely valued and exceptionally well-cared for throughout their entire stay experience.

Common misunderstanding: Service excellence focuses on individual transactions rather than comprehensive guest relationship building and experience management.

Effective bellhop service creates ongoing guest relationships through consistent quality interactions and attention to evolving needs. Relationship building enhances satisfaction whilst supporting repeat business and positive reputation development.

Common misunderstanding: Service expectations should be generalised rather than specific to ensure broad candidate appeal and operational flexibility.

Specific service expectations attract candidates passionate about hospitality excellence whilst establishing clear performance standards. Detailed requirements ensure service quality whilst preventing misaligned applications from individuals lacking service orientation.

How do I structure service standards to attract candidates passionate about hospitality?

Structure standards systematically with specific guest interaction protocols including greeting procedures and assistance techniques, measurable service quality metrics including guest satisfaction scores and feedback responses, recognition programmes celebrating service excellence and outstanding guest experience delivery, comprehensive professional development opportunities including hospitality certification and service skill enhancement, clear career advancement pathways demonstrating progression potential for service-oriented individuals, performance incentives rewarding exceptional guest service and positive feedback achievement, supportive management culture encouraging service innovation and guest experience enhancement through collaborative improvement initiatives and individual recognition.

Common misunderstanding: High service standards discourage candidates rather than attracting passionate hospitality professionals seeking excellence opportunities.

Demanding service standards attract ambitious candidates committed to hospitality excellence whilst deterring individuals seeking minimal effort positions. Quality standards improve candidate pool whilst ensuring operational success and guest satisfaction.

Common misunderstanding: Service structure limits creativity rather than providing framework for exceptional guest experience delivery and professional growth.

Structured service standards provide consistency frameworks whilst encouraging individual creativity and personalised guest interactions. Clear expectations support innovation whilst ensuring reliable service quality and brand representation throughout all guest encounters.