Guest Experience Agent – Front Desk

Biltmore Workforce Management; Asheville (NC); On-site; USD 19,000 - 28,000; Full time

Job summary

Biltmore is seeking a Front Desk Agent at the Village Hotel to deliver world-class guest service with a warm, friendly smile. You will handle arrivals/departures, assist with reservations for tours and dining, and serve as a resource on Biltmore and Asheville area information.

The role emphasizes proactive guest interaction, accuracy in registration and ticketing, and collaboration with the front desk team to exceed guest expectations. Weekend/evening shifts are common.

Qualifications

• High school diploma required; additional training preferred.
• At least one year of guest service experience in hospitality.
• Excellent written and verbal communication; organized and detail oriented.
• Proficiency in Microsoft Office; quick learner of estate systems.
• Knowledge of Asheville/WNC preferred.

Responsibilities

• Handles daily check-ins and check-outs in a timely manner.
• Manages group reservations and VIP arrivals.
• Provides information about Biltmore and Asheville area.
• Responds to guest inquiries and upsells services when appropriate.
• Maintains guest records and registration cards accurately.
• Inputs data into the PMS and handles end-of-day reports.
• Operates room key program and maintains security.
• Handles guest ticketing and reservations requests.
• Pre-registers and pre-keys group arrivals.
• Pre-prints guest tickets and files correctly.
• Supports daily operational tasks for the front desk.

Skills

Guest service

Interpersonal communication

Time management

Problem solving

Verbal communication

Listening skills

Education

High school diploma

Tools

PMS

Microsoft Office

Job description

Biltmore is seeking a Front Desk Agent at the Village Hotel to deliver world-class guest service with a warm, friendly smile. You will handle arrivals/departures, assist with reservations for tours and dining, and serve as a resource on Biltmore and Asheville area information.

The role emphasizes proactive guest interaction, accuracy in registration and ticketing, and collaboration with the front desk team to exceed guest expectations. Weekend/evening shifts are common.