Guest Experience Host II - Reserve

Biltmore; Asheville (NC); On-site; USD 25,000 - 30,000; Full time

Job summary

Biltmore, located in Asheville, NC, seeks a Guest Experience Host II to provide guests with exceptional service at multiple ticketing locations. You will operate reservation systems, handle cash and card transactions, issue tickets, and promote estate products and services.

Open availability is essential, with a flexible schedule across several venues on the estate. Ideal candidates have 1+ year of guest service experience, with cash handling and sales duties; leadership skills are a plus.

Qualifications

• Minimum education: high school diploma or GED.
• 1+ year guest service experience; two years preferred, with cash handling and sales duties.
• Strong commitment to world-class guest service; leadership a plus.
• Ability to learn ticketing and reservations systems; Host 1 training is a prerequisite.

Responsibilities

• Provide guests with efficient, hospitable service at ticketing locations.
• Promote tickets, books, audio tours, specialty tours, lodging, and estate products.
• Operate ticketing and room management systems (Omni, Voice Agent); handle guest questions.
• Open/close work areas; help with promotions and day-to-day activities.
• Handle calls and troubleshoot basic computer issues in coordination with Corporate Technology.

Skills

Customer service

Cash handling

Sales

Multitasking

Communication

Education

High school diploma

Tools

Ticketing systems

Job description

Job Description

Minimum pay for this position is $17.85/hour. Additional compensation will be considered for candidates with higher amounts of experience above the minimum requirements.

Job Description

Minimum pay for this position is $17.85/hour. Additional compensation will be considered for candidates with higher amounts of experience above the minimum requirements.

The Guest Experience Host II will provide guests with exceptional service at various ticketing locations; operate multiple computer reservation and information systems; handle cash, check, and credit card transactions; issue tickets; promote Biltmore products and services; disseminate general estate and Asheville area information and respond to guest inquiries; and sell specialty tours and other activities while graciously serving guest needs. Level 2 Hosts are expected to staff all ticketing locations, including but not limited to: Reception & Ticketing Sales Center, Biltmore House, Biltmore House Guest Services, Stable Hallway Guest Services, Village Hotel, Guest Services at Antler Hill Village, and the Asheville Area Chamber of Commerce. Candidate will actively provide world‑class guest service independent of supervision while servicing both daytime and evening guests. The incumbent will also provide general support and assistance to the department, leadership, and company.

Reserve:

A flexible, on‑call position scheduled based on business needs and operational volume. Reserve employees typically work anywhere from 40-999 hours per year, depending on demand.

Average Hours per Week: 20

Open availability is very important for this role. Hours range from 8am-11pm, 7 days/week. Schedule will vary. Holiday availability is required for this role.

Essential Job Duties

• Provides service to guests in an efficient, hospitable manner, in accordance with previously established duties for Host I.
• Independently promotes the sale of tickets, books, audio tours, specialty tours, estate lodging accommodations, and other estate products or activities in a polite and adaptive manner.
• Operate ticketing and room management computer systems, including but not limited to Omni and Voice Agent..
• Actively promotes and provides information during current promotions as well as day‑to‑day activities on the estate.
• Able to reissue tickets or passes, as well as return tickets or passes, independent of supervision.
• Ensures work station is properly stocked with all necessary tools and equipment prior to the start of one’s shift. Replenishes stock as needed throughout the day.
• Provides estate or general area information to guests.
• Opens and/or closes specific work areas in accordance with established policy.
• Answers incoming phone calls and handles or directs to the appropriate party; troubleshoots computer hardware or software problems with Corporate Technology.

Qualifications

• High school diploma (or G.E.D). Additional education, training, and/or certification(s) helpful.
• At least one (1) year of previous related guest service experience. The ideal candidate will have two (2) years of guest service experience, preferably in an upscale attraction/hotel/resort environment, with cash handling and/or sales duties. Previous sales experience is strongly preferred.
• Demonstrated commitment to providing world‑class internal and external guest service. Leadership skills are a plus.
• Ability to quickly learn Biltmore’s ticketing and reservations systems and acquire knowledge of the estate and the Asheville area. Successful completion of Host 1 training is a prerequisite.
• Ability to handle a variety of transactions quickly, accurately, and professionally while multitasking. Must be able to work and/or rotate between the various information and sales kiosks across the estate.
• Must be able to employ active listening techniques with guests, anticipate needs, and proactively suggest and/or sell in ways that enhance the guest experience.
• Outstanding communication and interpersonal skills. Must be able to convey information clearly, concisely, and effectively. Knowledge of another language is helpful.

Physical Requirements

• Ability to stand/walk for up to five (5) hours at a time.
• Ability to lift up to 35 pounds or more on occasion.
• Ability to bend, stoop, kneel, and reach below or overhead.
• Must be able to work outside and indoors with fluctuations in temperature and conditions.
• May be exposed to dust, pollen, dirt, and/or other particulates.
• May be required to climb stairs at some of the historic locations (e.g. Biltmore House).