Inn Concierge - Flex

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

Job summary

Biltmore Estate is seeking a Hotel Concierge to deliver world-class guest service at the Inn on the Estate. You will respond to guest inquiries, upsell estate activities, and coordinate tours and reservations to create memorable experiences in Asheville and the surrounding area.

The role requires evening and weekend availability; shifts typically span from 7am to 11pm with occasional holidays. You will collaborate with various departments and external vendors to anticipate and resolve guest

Qualifications

• High school diploma or GED required; additional training preferred.
• 1+ year in guest service, admin, sales or reservations; 2+ years preferred.
• Commitment to world-class guest service.
• Ability to learn Biltmore's ticketing and reservations systems.
• Ability to handle multiple transactions quickly and accurately.
• Active listening; anticipate needs and upsell when appropriate.
• Excellent written and verbal communication; strong telephone etiquette.

Responsibilities

• Acts as liaison for guests – Ambassador for Biltmore and the community at large.
• Make pre-arrival guest calls.
• Know and describe all events, activities, and offerings of the Hotel and Estate.
• Give tours/show guest rooms.
• Provide a welcoming front-of-house image for hotel guests; be extremely personable.
• Handle guest requests, reservations, childcare, directions, complaints, and provide area recommendations.
• Network and propose ideas to enhance service and stay ahead of industry standards.
• Maintain inventory of supplies and replenish as required.
• Establish relationships with area service providers (ticket agencies, carriers, vendors, restaurants, transport).
• Maintain awareness of all activities at the hotel or estate.

Skills

Guest service

Sales

Reservations

Communication

Active listening

Multitasking

Interpersonal skills

Telephone etiquette

Education

High school diploma or GED

Tools

Ticketing system

Reservations software

Job description

Job Description

The starting pay range for this position begins at $17.09/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

Flex: A position working an average of 20-29 hours per week (between 1000 - 1559 hours/year).

The Hotel Concierge is responsible for providing world class service and support for guests at the Inn on Biltmore Estate. Staff will energetically and enthusiastically respond to guest inquiries and will look for opportunities to illustrate and sell estate activities and offerings for the benefit of the guest and the company to create unique and memorable experiences for visitors to Biltmore and the Asheville area. Additional duties may include, but are not limited to: organizing activities, tours, excursions, etc. for guests; making special arrangements and/or reservations and offering recommendations; and serving as an on-site resource for guests exploring Biltmore, Asheville, and Western North Carolina. The incumbent will pro-actively reach out to departments across the company as well as external vendors and will build positive relationships to ensure all guest related issues/needs are anticipated and/or resolved in a timely and efficient manner. Concierge staff are expected to act as ambassadors for Biltmore and Asheville and help guests to create one-of-a-kind experiences.

Evening and weekend availability is a requirement for this position. Shifts will generally cover between 7am-11pm.Holiday and Weekend availability required.

Requirements:

• 1. High school diploma (or G.E.D). Additional education, training, and/or certification (s) preferred.
• 2. At least one (1) year of previous related guest service, administrative, sales, and/or reservations experience. The ideal candidate will have two (2) years of guest service experience, preferably in the same or similar role in an upscale attraction/hotel/resort environment. Previous sales experience is strongly preferred.
• 3. Demonstrated commitment to providing world class internal and external guest service is a must.
• 4. Ability to quickly learn Biltmore’s ticketing and reservations systems and acquire knowledge of the estate and the Asheville area. Must be comfortable with both the internet and operating computer reservations systems to include both data entry and information searches.
• 5. Ability to handle a variety of transactions quickly, accurately, and professionally while multi-tasking.
• 6. 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.
• 7. Outstanding communication (written and verbal) and interpersonal skills; should also have excellent telephone etiquette. Must be able to convey information clearly.

Physical Requirements:

1. The employee is required to walk, sit, stoop, kneel, or crouch.

2. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

3. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Essential Job Duties:

• 1. Acts as liaison for guests – Ambassador for Biltmore and the community at large
• 2. Make pre-arrival guest calls
• 3. Know and describe all events, activities, and offerings of the Hotel and Estate
• 4. Give tours/show guest rooms
• 5. Provide a strong, positive, outgoing, and welcoming front-of-house image for the hotel guests by being extremely personable.
• 6. Guest Services including: carrying out guests' requests, making reservations, arranging childcare, supplying driving directions, handling complaints, describing and suggesting area attractions, restaurants, shopping, and entertainment venues, making room deliveries.
• 7. Network and provide innovative ideas to enhance our services and stay ahead of industry standards.
• 8. Maintain inventory of supplies and replenish as required
• 9. Establish the finest working relationships possible with area service providers, (i.e. ticket agencies, carriers, suppliers, restaurants, transportation companies, car rental agencies, etc)
• 10. Maintain awareness of all activities taking place at the hotel or on the Estate.