Inn Valet Dispatcher - Flex

BWM Biltmore Workforce Management; United States; On-site; USD 38,000 - 60,000; Full time

Job summary

Biltmore is seeking a Valet Dispatch to organize valet and bell staff and respond to guest needs with world-class service. You will answer calls from guest rooms, the front desk, and other departments, and ensure guests feel welcomed and appreciated at all times.

Schedules vary, typically 7am-3pm or 3pm-11pm, with weekend and holiday availability required. You will manage keys, rotations, guest greeting, and uphold Forbes standards while coordinating a dynamic guest-service team.

Qualifications

• Prior guest service experience preferred, hotel/resort background helpful.
• Some administrative experience would be helpful.
• Must communicate effectively in English; multilingual skills are a plus.
• Ability to operate both automatic and standard transmission vehicles.
• Strong planning, organizational, and time management abilities.

Responsibilities

• Answer the phone professionally and efficiently.
• Use radio to communicate with attendants.
• Sort and organize valet keys.
• Oversee rotation of room pulls and valet pulls.
• Greet guests at window and assist with needs.
• Maintain knowledge of daily activities, services, hours, policies, groups, VIPs.
• Follow Forbes and departmental standards for Guest Services.
• Remain in assigned positions and comply with rotation policy.
• Perform key audits and catalogue keys.
• Monitor supplies and keep valet office clean.
• Assist guests at the front entrance and fill in as valet when needed.

Skills

Guest service

Communication

Time management

Teamwork

Language skills

Tools

Radio communications

Job description

Job Description Valet Dispatch

Valet Dispatch will be responsible for organizing and coordinating valet and bell staff to respond to guest needs with world class guest service. The Dispatcher is responsible for answering calls from guest rooms, front desk and other departments, and must be knowledgeable and courteous, taking the initiative in answering questions, attending to guest needs, and making the guest feel welcomed and appreciated at all times.

Scheduling can vary, but is generally 7am - 3pm or 3pm - 11pm. Weekend and Holiday availability required.

ESSENTIAL JOB DUTIES

• 1. Answer the phone in a professional manner effectively and efficiently.
• 2. Use the radio or other tools to communicate with the attendants.
• 3. Sort and organize the valet keys.
• 4. Oversee the rotation of room pulls and valet pulls.
• 5. Greet guests at window and assist with any needs.
• 6. Maintain complete knowledge of: daily inn activities, daily estate activities, Inn/Estate services/hours of operations, Inn policies and procedures, groups in-house and VIPs, and departure and arrival numbers.
• 7. Follow all required Forbes and departmental standards set forth by the Guest Services department.

ADDITIONAL RESPONSIBILITIES

• 1. Remain in assigned positions to better assist guests.
• 2. Comply with rotation policy, which includes opening front door of the inn for guest, greeting guest as they arrive/return/depart, designating who is next to pull luggage or vehicles.
• 3. Perform key audit.
• 4. Catalogue keys.
• 5. Monitor supplies.
• 6. Keep Valet office clean and presentable.
• 7. Assist guests with needs in and around the front entrance of the inn.
• 8. Fill in as Valet or other areas when needed.
• 9. Keep bell closet (storage area) clean and clear.

QUALIFICATIONS

• 1. Prior guest service experience strongly preferred. The ideal candidate will have worked in a hotel/resort setting before and/or had previous experience as a valet.
• 2. Some previous administrative experience would be helpful in this role.
• 3. Demonstrated commitment to delivering world class internal and external guest service.
• 4. Must be able to operate both automatic and standard transmission vehicles.
• 5. Excellent planning, organizational, and time management skills; must be able to prioritize, multi-task, and problem solve quickly in a guest service setting.
• 6. The ability to be proactive, take initiative where appropriate, and exercise good judgment.
• 7. Outstanding interpersonal and communication skills; ability to engage with guests in a sincere and helpful manner is key. Must be able to communicate effectively using standard written and spoken English; working knowledge/fluency in other languages beneficial.
• 8. Ability to quickly acquire knowledge of the estate, history, and Asheville area.
• 9. Must be able to use proper telephone etiquette in accordance with departmental and company standards.
• 10. Able to work as an effective part of a team in a dynamic guest-service environment.

PHYSICAL REQUIREMENTS

• 1. Must be able to lift at least 50 pounds or more on a regular basis.
• 2. Be able to park and retrieve vehicles from valet parking in a timely manner.
• 3. Ability to operate standard transmission vehicles. Must be at least 18 years of age.
• 4. Must be able to walk/run, bend, kneel, reach overhead and below, and have full range of motion.
• 5. Ability to modulate voice in speaking with guests by phone.
• 6. Have full manual dexterity and be able to walk and stand for extended periods of time.
• 7. Ability to work outside in all types of weather with fluctuations in temperatures and conditions.

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.