** Village Hotel Overnight Front Desk Agent - Flex**

**Job Category****:** Lodging **Requisition Number****:** VILLA07153 Showing 1 location **Job Details**

**Description**

The Village Hotel Night Clerk will provide exceptional service to the guest, always conveying a warm and friendly smile, and ensuring a world class experience. Courteously and efficiently handling guest arrivals/departures as well as other estate ticketing and reservation needs, Night Clerks will proactively provide our guests with personal service and attention that exceeds their expectations, create one-of-a-kind memories, and that allow guest to enjoy all that Biltmore has to offer. Night Clerk will complete night audit and front desk operational duties during their shift in coordination with Accounting Night Audit team. Night Clerk will assist guests with reservations for specialty tours, activities, dining etc., and will serve as a resource for questions and inquiries about Biltmore and the Asheville area. Incumbent will also provide general assistance and support for the leadership, department, and company.

**This position receives a 3rd shift pay differential of $2.00/hour. (Base pay of $13.50 2nd shift differential $2.00 = $15.50/hour)**

Shift hours can vary, but are generally 11pm to 7am.

**Essential Job Duties:**

1. Handles daily check-ins and check-outs in a timely manner.

2. Knowledge of all upcoming group resumes, incoming and outgoing groups and VIPs.

3. Knowledge of all outlets on the estate and general information on the area.

4. Complete nightly systems audit, roll the day, and ensure room and tax posts correctly.

5. Maintain and file registration cards in the in-house and arrivals bucket.

6. Input information into PMS and maintain guest records accurately, paying close attention to details, notes and comments.

7. File all receipts, credit card authorization and rate concession forms correctly.

8. Operate Vingcard room key program

9. Prepare registration key packets for all arriving guests, with accurate information relating to their reservation.

10. Print OMNI tickets and file accurately.

11. Handle end of day reports per shift.

12. Handle OMNI ticketing and reservations requests; suggestively sells as appropriate.

13. This position is responsible for performing the above duties during 3rd shift. The ability to work overnight hours as designated by leadership is an essential function of this position.

**Requirements:**

1. High school diploma required. Additional training and/or certification(s) preferred.

2. At least one (1) year of related guest service experience. Ideal candidate will have had two (2) years prior experience in an upscale attraction/hotel/resort setting.

3. Demonstrated commitment to delivering world class internal/external guest service.

4. Outstanding interpersonal and written/verbal communications skills; ability to listen, interact, and suggestively sell strongly preferred.

5. Knowledge of a second language in addition to English a plus.

6. Proficiency in Microsoft Office; must be able to quickly learn Biltmore's products, systems, and protocols. Knowledge of Asheville/WNC preferred.

7. Excellent organizational, time management, decision-making and planning skills; attention to detail with a focus on quality and service.

8. Proactive, takes initiative, and exercises good judgment; can creatively problem solve and troubleshoot.

9. Represents Biltmore professionally in a manner consistent with standards at all times.

**Physical Requirements:**

1. The incumbent should be able to stand continuously for 8 hours.

2. Should be able to lift up to 35 pounds occasionally.

3. Incumbent must be able to communicate clearly.

4. CPR certified preferred.

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