Guest Experience Host II - Reserve

Biltmore Workforce Management; Asheville (NC); On-site; USD 20,000 - 29,000; Part time

Job summary

Biltmore is seeking a Guest Experience Host II at our Asheville estate. The role requires providing world-class guest service across multiple ticketing locations, operating reservation systems, handling cash and card transactions, and promoting estate products and tours.

Flexible, on-call shifts with about 20 hours per week, daytime and evening coverage, and a strong emphasis on guest satisfaction. Qualified candidates will have a high school diploma, customer-service experience, ability to

Qualifications

• High school diploma (or GED) required.
• At least 1 year of guest service experience; 2+ years preferred.
• Ability to learn ticketing and reservations systems quickly.
• Strong communication and interpersonal skills.

Responsibilities

• Provide service to guests in an efficient, hospitable manner at ticketing locations.
• Promote and sell tickets, books, audio tours, and estate products.
• Operate ticketing and room management systems (Omni, Voice Agent).
• Answer inquiries and provide information about promotions and activities.
• Reissue or refund tickets and passes when needed without supervision.
• Keep work stations stocked and assist with stock replenishment.

Skills

Customer service

Cash handling

Ticketing & reservations

Sales

Multitasking

Communication skills

Education

High school diploma

Tools

Omni

Voice Agent

Job description

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.

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).

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. Please note: If you are a current Biltmore employee, please sign into your Workday account & apply using the internal job board at www.biltmore.com/workday. 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.