Cottage Butler - Full Time

Biltmore; Asheville (NC); On-site; USD 23,000 - 26,000; Full time

Job summary

The Cottage Butler at Biltmore Estate provides world-class guest service in a historic setting. You will greet guests, manage welcome/departure, arrange reservations and tours, and coordinate with estate departments to deliver a seamless experience.

Typical schedule is 10am–6pm with weekend and holiday shifts; full-time, 35+ hours per week. Compensation starts at $17.09 per hour, with level based on qualifications and experience above minimum requirements.

Qualifications

• High school diploma required; additional training or certifications preferred.
• Must have or obtain First Aid/AED/CPR certification.
• 2+ years of related high-end guest service experience; VIP resort background preferred.

Responsibilities

• Oversees Cottage staff, training, scheduling, and budgeting.
• Provide guest welcome/departure, reservations, tours, and travel logistics.
• Handle guest communications, reception, and concierge duties.
• Manage housekeeping and coordinate with other estate departments.

Skills

Excellent telephone etiquette

Interpersonal and communication skills

VIP guest service experience

Multitasking and time management

Discretion and confidentiality

Education

High school diploma

First Aid/AED/CPR certification

Tools

MS Word

Outlook

Job description

Pay starts at $17.09/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.

Job Description

The Cottage Butler is responsible for ensuring that guests staying at the estate's historic Guest Cottage receive world-class guest service and gracious hospitality in accordance with Biltmore standards. Responsibilities will include handling welcome/departure for guests; arranging reservations, tours, logistics; on-site logistics and general information; and coordinating with other estate departments to create a one-of-a-kind experience. In addition, the Butler will also provide general support and assistance to the department, leadership, and company.

Schedule can vary, but is generally 10am - 6pm. Weekend and holiday availability are a requirement of this position.

Essential Job Duties

• Oversees the Cottage staff and maintenance. Assists with staff training, scheduling, and assignment of duties. Also assists with Cottage budgeting and inventory.
• Understands concepts like being anticipatory, friendly not familiar, privacy and confidentiality, invisible and available while ensuring all guest requests are anticipated and accommodated. Understands social etiquette and formal service.
• Answers residence phone, receives guests at the door and supervises the reception of visitors. Coordinate guest packing and travel preparations.
• Assist with household and family security measures. Assists with planning and organizing events in the Cottage. Serve as personal valet to the guest of the Cottage.
• Oversees and participates in proper table settings and entertainment prep. Order, Prepare, and Serve meals and drinks and performs wait services related thereto.
• Performs housekeeping duties to designated standards. Coordinates with other staff as needed as well as with other parts of the Biltmore Estate organization.
• Perform concierge duties to assist in guest experience pre-arrival, during stay, and post stay. Ensure all guest have an enjoyable experience that exceeds their expectations

Additional Responsibilities

• Maintain up-to-date records of supplies, inventories, etc., and reorder or replenish as required for all items utilized throughout the cottage.
• Reconcile bills pertaining to the Cottage and ensures posting in a timely matter. Assist with proper billing and posting of additional services
• Establish and administer approved procedures pertaining to the servicing of guests, whether routine or special request.
• Create user-friendly collateral for guests to take with them upon request (i.e. lists, directions, descriptions, etc.)
• Provide general support and assistance to the leadership, department, and company as required.

Qualifications

• High school diploma required. Additional training and/or certification(s) strongly preferred. Must have or be able to obtain First Aid/AED/CPR certification.
• At least two (2) years of related high-end guest service experience. Ideal candidate will have VIP club level and/or similar experience in a four/five star hotel or resort.
• Demonstrated commitment to delivery of world class internal/external guest service; leadership skills a plus.
• Proficiency in MS Word, Outlook; ability to quickly learn Biltmore systems, products/services, culture, and organizational structure.
• Outstanding interpersonal and communication skills; anticipates needs; conveys information clearly, effectively to various audiences; builds positive working relationships across departments; excellent telephone etiquette; knowledge of a second language a plus.
• Superior planning, organizational, project and time management skills; multi-tasks, adapts, and prioritizes work under deadlines; keen attention to details with focus on quality, service.
• Proactive, exercises good judgment; troubleshoots, addresses issues quickly; discreet, maintains confidentiality.
• Professional, reflects company core values at all times; high ethical standards.

Physical Requirements

• Standing/walking for extended periods of time; sit, stoop, kneel, and crouch; must be able to climb stairs.
• Frequently lift and/or move up to 20 to 25 pounds; occasionally lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Must have a valid driver's license and be at least 19 years of age.
• Primarily working indoors; may occasionally be outdoors with changes in temperature and conditions.