Luxury Front Desk Concierge - Guest Experience Pro

BWM Biltmore Workforce Management; United States; On-site; USD 19,000 - 28,000; Full time

Job summary

Inn on Biltmore Estate is seeking a Front Desk Agent to deliver world-class guest service at the Front Office. The role involves check-ins/check-outs, concierge duties, and supporting leadership and staff in a luxury resort setting.

Typical shifts span early to late hours (7:00 AM–11:00 PM), with weekends and holidays required. The position emphasizes professional communication, problem solving, and upselling estate offerings to guests.

Qualifications

• High school diploma; additional education or certifications preferred.
• At least 1 year of related guest service or hospitality experience in upscale environments.
• Fluency in English; another language is helpful.
• Ability to learn reservations, ticketing and property management systems; knowledge of local area.
• Proactive, trustworthy, and able to maintain confidentiality.

Responsibilities

• Handle daily check-ins/check-outs in a gracious, warm, and timely manner.
• Provide concierge services and information to guests.
• Complete end-of-shift reporting and close-out tasks.
• Communicate with leadership and guests to resolve issues and ensure satisfaction.
• Upsell lodging and estate products and services where appropriate.
• Assist with group arrivals pre-registration and pre-keying.
• Maintain registration records and operate the time lock key system.
• Serve as a point of contact for guest service recovery.
• Support front office operations across shifts (7:00 AM–11:00 PM) and weekends.

Skills

Exceptional guest service

Interpersonal communication

Multitasking

Education

High school diploma

Tools

Outlook

Word

Excel

Job description

Inn on Biltmore Estate is seeking a Front Desk Agent to deliver world-class guest service at the Front Office. The role involves check-ins/check-outs, concierge duties, and supporting leadership and staff in a luxury resort setting.

Typical shifts span early to late hours (7:00 AM–11:00 PM), with weekends and holidays required. The position emphasizes professional communication, problem solving, and upselling estate offerings to guests.