Inn Concierge - Flex

BWM Biltmore Workforce Management; United States; On-site; USD 18,000 - 26,000; Part time

Job summary

Biltmore Estate is seeking a Hotel Concierge to deliver world-class service for guests at the Inn on Biltmore Estate in Asheville. The role requires evening and weekend availability, with shifts from 7am to 11pm and a typical 20–29 hour work week.

Starting pay is $17.09/hour, based on qualifications and experience. The position emphasizes proactive guest outreach, sales opportunities, and collaboration with multiple departments to create memorable estate experiences.

Qualifications

• High school diploma or GED required; additional education preferred.
• 1+ year of guest service, sales or reservations experience; 2+ years preferred.
• Commitment to world class guest service and hospitality.
• Ability to learn ticketing and reservations systems and use internet for information searches.

Responsibilities

• Act as liaison for guests and ambassadors for Biltmore and the Asheville area.
• Perform pre-arrival guest calls and provide event/tour information.
• Describe all events, activities and offerings of the hotel and estate.
• Greet guests, maintain a welcoming front-of-house image, and handle requests and reservations.
• Coordinate with external vendors and departments to resolve guest needs quickly.
• Maintain knowledge of local attractions and provide recommendations.
• Support inventory of supplies and assist with basic tasks as needed.
• Build relationships with area service providers to ensure smooth guest experiences.

Skills

Customer service

Sales experience

Communication

Interpersonal skills

Active listening

Telephone etiquette

Education

High school diploma or GED

Tools

Reservations systems

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.

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.