Isaac Velazquez
San Diego,CA
Summary
Results-driven hospitality professional with 5+ years in Napa Valley's high-volume environments. Led teams to enhance guest experiences, resolve customer concerns, and uphold service standards. Knowledgeable in Napa Valley wine and wine service, with expertise in educating guests and boosting sales. Improved winery operations through technology by collaborating with developers to implement tailored reservation and management systems.
Overview
2
2
Languages
1
1
Certification
5
5
years of professional experience
Work History
Lead Guest Relations Associate
HALL Winery
Saint Helena, CA
08.2023 - Current
- Lead and support a team of 30+ Guest Relations Associates and Wine Educators while maintaining HALL's standards for luxury hospitality and personalized guest service.
- Serve as a leader on the floor and Manager on Duty, supporting daily winery operations, guest satisfaction, team communication, and service recovery.
- Provide elevated, individualized service to winery guests and wine club members, anticipating guest needs and resolving concerns professionally and efficiently.
- Lead by example in high-end hospitality standards, including professional communication, guest engagement, presentation, and attention to detail throughout the visitor experience.
- Apply knowledge of Napa Valley wine, varietals, winemaking, and regional terroir to enhance guest experiences, support Wine Educators, and identify opportunities to upsell experiences and wine.
- Partnered with developers, winery leadership, and technology teams to design and implement a customized reservation and table-management system for HALL Winery.
- Introduced a table-number and reservation-management structure that improved seating organization, reduced over-seating, strengthened communication between departments, and improved operational efficiency.
- Collaborated with IT and software developers on POS, reservation, and hospitality technology to identify operational needs, test solutions, and translate front-line requirements into practical system improvements.
- Work cross-functionally with hospitality, membership, culinary, IT, and winery leadership to improve the overall guest journey and daily operation.
- Supported wine club operations by maintaining accurate membership information across multiple systems for 20,000 wine club members.
- Developed SOPs, training materials, workflows, and service standards to create a consistent luxury hospitality experience.
Café Supervisor
Gary's Napa Valley
Saint Helena, CA
04.2021 - 07.2023
- Advanced to supervisor role in June 2022 June 2022
- Supervised and coached team of 10+ employees in high-volume Napa Valley hospitality environment, enhancing team cohesion and service quality.
- Oversaw daily floor operations and resolved guest concerns, ensuring strong customer-service standards and a positive guest experience.
- Managed staff scheduling, inventory, product ordering, daily financials, and closing procedures.
- Trained new employees and created a comprehensive training manual to improve consistency and service expectations.
- Worked with management to optimize the POS system and improve operational efficiency.
- Gained extensive experience serving local and visiting Napa Valley clientele, deepening understanding of luxury hospitality and guest expectations.
Education
Bachelor of Science - Public Health
San Diego State Univeristy
San Diego06-2028
Associate of Science - Natural Sciences
Santa Rosa Junior College
Santa Rosa, CASkills
- Luxury Hospitality
- Guest Experience
- Wine Pairing
- Wine Tasting
- Customer Service
- Sales techniques
- Operations
- Process Improvement
- POS Systems
- Management
- Team Leadership
- Staff development
- Team collaboration
- Process documentation
- Service improvement
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- Responsible beverage service
- CPR
Timeline
Lead Guest Relations Associate
HALL Winery
08.2023 - Current
Café Supervisor
Gary's Napa Valley
04.2021 - 07.2023
Bachelor of Science - Public Health
San Diego State Univeristy
Associate of Science - Natural Sciences
Santa Rosa Junior College