Job Description
The starting pay range for this position begins at $16.75/hour and is based on the level of qualifications and relevant experience above the minimum requirements. Flex: A position working an average of 20-29 hours per week (between 1000 - 1559 hours/year).
Front Desk Agents will provide exceptional, world-class guest service at multiple points of contact within the Inn on Biltmore Estate's Front Office operational areas. Responsibilities include, but are not limited to: arrival and departure check in/check out; concierge services; shift close out and reporting; handling guest service recovery issues; and Chateau Tier lounge duties. Agents will also provide general assitance and support for the department, leadership, and the company.
Typical shifts for this position cover both 1st and 2nd shifts ranging from 7:00AM - 11:00PM. Weekends and holidays are a requirement of this position.
Essential Job Duties:
1. Handles daily check-ins/check-outs in a gracious, warm, and timely manner.
2. Knowledge of upcoming group resumes, incoming and outgoing groups and VIP guests; resource for general estate and area information.
3. Post check-in telephone calls to assure guests' expectations have been met.
4. Maintain and file registration cards in the in-house and arrivals bucket; operate the time lox key system; process guest messages/faxes.
5. Concierge services at both lobby and Chateau Tier lounge locations.
6. Assist with the pre-registering and pre-keying of group arrivals.
7. Handle end of shift reporting, close out, and/or reconciliations.
8. Point of contact for guest service recovery issues and resolution.
9. Identifies opportunities to upsell Lodging and other estate products and services.
Requirements:
1. High school diploma. Additional education, training, and/or certification(s) preferred.
2. At least one (1) year of related guest service or hospitality experience, preferably in a comparable upscale hotel environment. Ideal candidate will have had similar front desk or concierge experience working in a four or five star/diamond rated hotel.
3. Demonstrated commitment to delivery of world class internal/external guest service.
4. Outstanding interpersonal and communication skills; conveys information clearly and effectively; strong guest service recovery and negotiation skills. Fluency in English required; knowledge of another language helpful.
5. Ability to quickly learn Biltmore's reservations, ticketing and property management systems; knowledge of estate and Asheville area information, Biltmore products, services, and processes; proficiency with Outlook, Word, Excel.
6. Excellent organizational, project/time management, and planning skills; ability to multi-task, work effectively under deadlines, prioritize work and adapt.
7. Proactive, exercises good judgment; creatively problem solves; anticipates and troubleshoots; maintains confidentiality; high ethical standards.
8. Professionally represents Biltmore and company values at all times.
Physical Requirements:
1. The incumbent should be able to stand/walk continuously for 8 hours.
2. Should be able to lift up to 35 pounds occasionally.
3. Incumbent must be able to communicate clearly and effectively with guests.