Cottage Butler - Full Time

BWM Biltmore Workforce Management; Asheville (NC); On-site; USD 30,000 - 41,000; Full time

Job summary

The Cottage Butler at Biltmore Estate delivers world-class guest service to guests staying in the historic Guest Cottage, upholding Biltmore standards of hospitality. This full-time role requires weekend and holiday availability, a starting pay of $17.09 per hour, and a focus on anticipatory service, privacy, and impeccable presentation across staff and departments.

Responsibilities include welcoming guests, coordinating reservations and travel, supervising Cottage staff, and supporting

Qualifications

• High school diploma required; First Aid/AED/CPR certification preferred.
• At least two years of high-end guest service experience in a four/five star hotel or resort.
• Strong guest service mindset; leadership a plus.
• Proficient with MS Word and Outlook; quick to learn Biltmore systems.
• Excellent interpersonal and communication skills; second language a plus.
• Strong planning, organization, and time management; attention to detail.
• Discretion, confidentiality, and professional ethics.

Responsibilities

• Oversees Cottage staff scheduling and inventory.
• Maintains anticipatory and discreet service with privacy.
• Answers residence phone, welcomes guests, coordinates travel.
• Assists with household security and events; acts as valet.
• Oversees table settings, serves meals and beverages.
• Performs housekeeping to standards; coordinates with estate staff.
• Provides concierge services pre-, during, and post-stay.

Skills

Guest service

VIP experience

MS Word

Outlook

Communication

Time management

Discretion

Ethics

Multi-tasking

Education

High school diploma

First Aid/AED/CPR certification

Job description

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.

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:

1. 1. Oversees the Cottage staff and maintenance. Assists with staff training, scheduling, and assignment of duties. Also assists with Cottage budgeting and inventory.
2. 2. 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.
3. 3. Answers residence phone, receives guests at the door and supervises the reception of visitors. Coordinate guest packing and travel preparations.
4. 4. 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.
5. 5. Oversees and participates in proper table settings and entertainment prep. Order, Prepare, and Serve meals and drinks and performs wait services related thereto.
6. 6. Performs housekeeping duties to designated standards. Coordinates with other staff as needed as well as with other parts of the Biltmore Estate organization.
7. 7. 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:

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

Qualifications:

1. 1. High school diploma required. Additional training and/or certification(s) strongly preferred. Must have or be able to obtain First Aid/AED/CPR certification.
2. 2. 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.
3. 3. Demonstrated commitment to delivery of world class internal/external guest service; leadership skills a plus.
4. 4. Proficiency in MS Word, Outlook; ability to quickly learn Biltmore systems, products/services, culture, and organizational structure.
5. 5. 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.
6. 6. 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.
7. 7. Proactive, exercises good judgment; troubleshoots, addresses issues quickly; discreet, maintains confidentiality.
8. 8. Professional, reflects company core values at all times; high ethical standards.

Physical Requirements:

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

Biltmore is interested in people who strive for excellence; who are committed to working together, supporting each other, and sharing a sense of stewardship to protect this special place.

Our employees shape and enrich extraordinary experiences for guests, using judgment and skills based on our Vanderbilt-inspired legacy of hospitality.

We invite you to join our dedicated team.

An offer of employment is conditional upon the result of a security background check, reference checks, and—for certain positions—a drug screen, a physical examination, credit report, and/or driving record report prior to the commencement of employment.