** Inn Front Desk Agent - Full Time**

**Job Category****:** Lodging **Requisition Number****:** INNFR007802 Showing 1 location **Job Details**

**Description**

The starting pay range for this position begins at $15.75/hour and is based on the level of qualifications and relevant experience above the minimum requirements. Full Time: a position working 35 hours per week.

Level 2 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. Level 2 Agents will also provide general assistance 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 Biltmores 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.

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