Reservation Sales Agent I - Full Time

BWM Biltmore Workforce Management; United States; Híbrido; USD 19.000 - 28.000; Jornada completa

Descripción de la vacante

Biltmore is seeking a Reservation Sales Agent to handle inbound guest calls, assist with visit planning, and sell tickets, passes, and services. You will learn the estate offerings and local Asheville information to create memorable experiences.

The role supports guests from the comfort of an office setting or from home after training, with shifts daily including weekends. Strong hospitality and sales focus required.

Formación

• High school diploma required; additional education preferred.
• At least 1 year in guest service, sales, or reservations.
• Ability to learn reservations systems and local area information.
• Strong verbal and interpersonal communication, phone etiquette.

Responsabilidades

• Professionally answers inbound calls with hospitality and sells options.
• Provide information on ticketing/passes, activities, and events.
• Learn Biltmore’s reservation systems and local area knowledge.
• Handle a variety of transactions accurately while multitasking.

Conocimientos

Active listening

Customer service

Sales experience

Multi-tasking

Educación

High school diploma

1 year guest service/reservations experience

Herramientas

Reservations system

Call center software

Descripción del empleo

Job Description The starting pay range for this position begins at $17.09/hour but is based on the level of qualifications and relevant experience above the minimum requirements. Full Time: a position working 32+ hours per week. Reservation Sales Agents are primarily responsible for handling incoming calls to Biltmore that may include, but are not limited to: ticketing and general information; specialty tours, activities, and events; annual passes; and Estate and Area accommodations packages. Agents use active listening and suggestive selling techniques to help guests organize and plan their Biltmore visit in order to create exceptional and memorable experiences. Duties include, but are not limited to: fielding calls; assisting guests with visit planning, reservations, and ticketing needs; handling inquires about annual passes and special events; and providing general information to guests about Biltmore and the Asheville area. Agents will also provide general assistance and support for leadership, the department, and company as needed. This position is in office or work from home after all training and mentoring has been completed. Open every day of the year Sat and Sun 9am-5pm Mon-Fri 8am-9pm with shifts offered throughout the day during weekdays.

Essential Job Duties:

1. Professionally answers in-bound calls and assists guest with sincere, gracious hospitality and world class service. Actively listens and suggestively sells.
2. Provides information, options, and assistance for Biltmore including ticketing/passes; estate activities, products, and services; accommodations; and special events/functions.
3. Ability to quickly learn Biltmore’s ticketing and reservations systems and acquire knowledge of the estate and the Asheville area.
4. Ability to handle a variety of transactions quickly, accurately, and professionally while multi-tasking.
5. Regularly meets or exceeds monthly set department performance expectations.
6. Obtains information and responds appropriately to guest complaints or problems within the guidelines of the estate and the department.
7. Support partner department operations, maintaining their policies and procedures while representing our reputation for gracious hospitality.

Qualifications:

1. High school diploma required. Additional education and/or training preferred.
2. One (1) year minimum of previous related guest service, sales, and/or reservations experience. Previous call center experience preferred.
3. Demonstrated commitment to providing world class internal/external guest service.
4. Ability to quickly learn Biltmore’s systems and procedures, and acquire knowledge of estate activities/products/services, Asheville area, and WNC.
5. Must be proficient with both Internet and operating computer reservations; handles a variety of transactions quickly and accurately; can multi-task and prioritize as required.
6. Must be able to employ active listening techniques, anticipate needs, and proactively suggest and/or sell in ways that enhance the guest experience.
7. Outstanding communication and interpersonal skills required; excellent telephone etiquette, gracious hospitality, and service oriented demeanor are musts.
8. Proactive, exercises good judgment; can problem solve and troubleshoot.
9. Team oriented, can work independently, and professionally represents Biltmore.

Physical Requirements:

1. The incumbent will work in an office environment and will be sedentary for extended periods of time.
2. Must be able to modulate voice, inflection, and tone to communicate professionally and effectively by telephone.
3. The incumbent will be required to lift up to 35 pounds occasionally.

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.