Job Description

Village Hotel Front Desk Agent

The starting pay range for this position begins at $17.09/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

The Village Hotel Front Desk Agent 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, Front Desk Agents will proactively provide our guests with personal service and attention that exceeds their expectations, creates one-of-a-kind memories, and that allow guest to enjoy all that Biltmore has to offer. Agent will also 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. Agent will also provide general support and assistance to the department, leadership, and company.

Shift start times can vary between 7:00am - 3:00pm and end anywhere from 3:00pm - 11:00pm based on business demands. Weekend and holiday availability is required.

Requirements:

1. High school diploma required. Additional training and/or certification(s) preferred. 2. At least one (1) year of guest service experience. Ideal candidate will have had one year prior experience in an attraction/hotel/resort setting. 4. Outstanding interpersonal and written/verbal communications skills; ability to listen, interact, and suggestively sell strongly preferred. 5. Proficiency in Microsoft Office; must be able to quickly learn Biltmore's products, systems, and protocols. Knowledge of Asheville/WNC preferred. 6. Excellent organizational, time management, decision-making and planning skills; attention to detail with a focus on quality and service. 7. Proactive, takes initiative, and exercises good judgment; can creatively problem solve and troubleshoot. 8. 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.

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. Handle post check-in telephone calls to assure guests' expectations have been met. 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. Operate the room key program. 8. Handle guest ticketing and reservations requests; suggestively sells as appropriate. 9. Assist with the pre-registering and pre-keying of group arrivals. 10. Pre print guest tickets and file correctly with arriving guests. 11. Handle end of day reports per shift.

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