Interpretive Hosts Crew Leader - Flex

Job Description

Job Description:

Minimum pay for this position is $19.44/hour. Additional compensation will be considered for candidates with higher amounts of experience above the minimum requirements.

Flex: A position working an average of 20-29 hours per week (between 1000 - 1559 hours/year).

Primary responsibilities include operational leadership including, but not limited to, all duties of Interpretive Host I & II, adjustment and finalizing day-of staff schedules for proper coverage, fulfillment of Biltmore House opening and closing duties, performing Vulnerable Object List checks, reporting, monitoring specialty tour, student, and group visits to ensure proper guidance and response to guest demand, and providing general oversight of operational functionality and daily Biltmore House Reservations. Biltmore House Interpretive Host Crew Leaders collaborate with Interpretive Host Supervisors and other leaders to accommodate operational needs such as coaching staff, adding tours, notifying staff of updates, safety and security directives, extension of operational hours, etc.

Job Duties

• Retrieves daily phone, text and email messages and responds to need for schedule/rotation adjustments; communicates changes to staff.
• Provides daily or morning or evening briefings to prepare front line for operation including gate count, special groups, weather conditions, reservation updates, interdepartmental issues, safety procedures or other relevant details.
• Ensures each employee is appropriately uniformed and groomed prior to start of shift.
• Provides regular shadowing and thorough critique of host tours for “Best Practices”; provides employee coaching for improved guest service and operational performance as needed.
• Initiates communication with department supervisors or managers as needed to intervene with internal or external guest situations.
• Maintain and compile daily Tour of Duty, documenting every relevant incident.
• Maintains a professional atmosphere in non-guest areas.
• Use sound judgment even where there is not a stated policy.
• Welcomes and orients guests as they enter Biltmore House.
• Anticipates needs and assists internal and external guests at all times.
• Oversees the proper fulfillment of daily Biltmore House Reservations and queue oversight; provides coaching and assistance to Gate Keeper, Line Manager, or other operational teams in front of BH for optimum flow.
• Checks guest tickets for BH Reservation, identifies and directs guests with Exclusive tickets to priority entry.
• Initiates conversation and provides information to guests.
• Communicates clearly with guests and employees.
• Maintains a gracious guest experience for guests of Biltmore House at all times.
• Solve guests’ concerns while balancing gracious hospitality, operational costs, and employee necessities.
• Assists guests with special needs such as wheelchairs, elevator, etc.
• Performs Vulnerable Objects List (VOL) checks each day at opening and closing of Biltmore House.
• Maintains constant awareness of surroundings in and around Biltmore House to ensure safety of guests, employees, Biltmore House and the Collection for a smooth operational flow.
• Responds to radio conversation and directives throughout tour of duty.
• Responds to alarms and directives by Biltmore House Security.
• Knows evacuation procedures and the location of fire extinguishers in Biltmore House.
• Ensures guests adhere to Biltmore House safety policies.
• Intercedes as needed to effectively assist, diffuse, and/or resolve guest conflicts.
• Demonstrates a thorough knowledge of Biltmore House, Estate, and family history.
• Understands and appropriately cross sells all Biltmore products including, but not limited to, Retail, Food & Beverage, Lodging, Tours, Winery and For Your Home products.
• Maintains certifications to lead Biltmore House guided tours using Group Guide System (GGS) as needed; all Behind-the-Scenes tours, student tours, Premium Tours, Guided Evening Visits, Late Afternoon Guided Tours, and custom group tours.
• Able to provide short talks on specific Biltmore House subjects.
• Works during Christmas Candlelight Evenings, and other evening functions including, but not limited to, Summer Concert Evenings and special exhibitions.
• Familiar with daily Biltmore House Reservations and busy day procedures and seeks to improve guest experiences during their visit by maintaining the service integrity of Biltmore House.
• Familiar with Audio Tour Program, its distribution, troubleshooting, cleaning, and charging processes and accurate inventories.
• Participates on departmental committees, staff meetings, and mentors new staff as needed.
• May be asked to provide temporary assistance with special projects as needed.
• May be asked to train and certify new hosts to stand post or conduct tours.
• Provides performance feedback for all classification of Hosts as part of yearly Host performance evaluations.
• May be asked to conduct yearly performance evaluations for Reserve Hosts.
  
  

Requirements

• High School diploma is required; two-year degree is preferred.
• At least one year of experience in a public contact, customer service, or operational field is required.
• Two years’ experience in Guest Relations Host II position, or upon recommendation of department head.
• Demonstrated organizational leadership skills, effective operational conduct, and extensive job knowledge.
• Demonstrated initiative, respect, and sound judgment in guest situations.
• Demonstrated adherence to core values, dependability, confidentiality, and diplomacy.
  
  

Physical Requirements

• Hosts are on their feet 100% of the time when on duty.
• Hosts may walk as much as three to six miles per day and climb >600 stairs per shift.
• Temperatures inside Biltmore House can be extreme. Hosts must be able to adapt to constantly varying conditions in and outside of Biltmore House while standing post and performing their duties.
• Radio ear plugs must be worn at all times while on duty to monitor radio traffic which may be constant.