Trolley Driver - Reserve

Biltmore; Asheville (NC); On-site; USD 19,000 - 23,000; Part time

Job summary

The Trolley Driver at Biltmore Estate in Asheville provides world-class guest service, operating shuttles between parking areas and estate destinations, and sharing information about Asheville and Western North Carolina. The role requires availability for 1st and 2nd shifts, plus weekends and holidays.

Candidates must hold a North Carolina CDL with a Class P endorsement and a high school diploma or GED; First Aid/CPR/AED is preferred.

Qualifications

• Must have NC CDL Class P endorsement to operate shuttles and trolleys.
• High school diploma or GED; First Aid/CPR/AED certification preferred.
• At least 1 year of related guest service experience, preferably in upscale environments.
• Commitment to delivering world-class guest service.
• Ability to quickly acquire knowledge of Biltmore history, products and services, and the Asheville area.
• Engages with guests sincerely and cross-promotes as appropriate.
• Proactive, autonomous, and able to prioritize and adapt.
• Outstanding interpersonal and communication skills.
• Problem solving and guest service recovery.
• Represents the company professionally at all times.

Responsibilities

• Provides world class guest service by anticipating guest needs with warmth and enthusiasm.
• Uses two-way radio to communicate with staff concisely and professionally.
• Maintains a count of available parking space and cleanliness of parking areas.
• Operates vehicles safely and complies with safety procedures.
• Assists guests in boarding Biltmore vehicles; handles mobility needs appropriately.
• Knowledgeable about Asheville, Biltmore, and Western NC information.
• Executes emergency procedures during floods, snow/ice, etc.
• Completes vehicle pre- and post-trip reports and tracks maintenance.

Skills

Guest service

Interpersonal skills

Communication

Proactive initiative

Problem solving

Safety procedures

Education

High school diploma or GED

NC CDL Class P endorsement

Tools

Two-way radio operation

Job description

Job Description

Reserve: a position averaging 20 hours a week (anywhere between 40-999 hours per year). Minimum pay is $18.62/hr; additional compensation will be considered for candidates with higher amounts of experience above the minimum requirements.

Job Summary

The Trolley Driver will provide world class guest service by offering gracious hospitality and information in connection with the estate transportation services. Duties will include, but are not limited to: operating shuttles/trolleys between parking areas and estate destinations, as well as answering questions regarding Asheville, Biltmore and Western North Carolina. In addition, the Estate Transportation Driver will offer general assistance and support for the department, leadership, and the company as required and must be available for both 1st and 2nd shifts.

Individuals must have a North Carolina Commercial Driver's License with a Class "P" endorsement.

Schedule

Shifts are typically 6 or 8 hours, and can be between 8am-4:30pm or 3pm-11:30pm. This position requires being available on weekends and holidays.

Essential Job Duties

• Provides world class guest service by anticipating guest needs with warmth /enthusiasm.
• Uses two-way radio to communicate with other staff concisely and professionally.
• Maintains a count of available parking space; cleanliness of parking areas.
• Operates all vehicles safely and complies with all safety procedures.
• Assists guests in boarding Biltmore vehicles; uses the proper procedure when transporting guests with mobility needs (wheelchairs, scooters, etc.).
• Knowledgeable about Asheville, Biltmore, and current information/events.
• Executes emergency procedures during floods, snow and ice, bomb threats, etc.
• Complete vehicle pre and post trip reports, as well as track maintenance and service (fuel, etc.)

Additional Responsibilities

• Maintains department equipment.
• Knows specific procedures to follow when dealing with vehicle emergencies.
• Has working knowledge of all posts and other areas to which one may be assigned.
• Understands and follows all company and departmental policies and procedures.
• Assists with lost/found requests; notifies Security as needed.
• May be involved with guest service recovery as needed.
• Performs additional duties as requested by department leadership.

Qualifications

• Must have a North Carolina Commercial Driver's License (CDL) with a Class "P" endorsement in order to operate both shuttles and trolleys.
• High school diploma (or GED); First Aid, CPR, AED certification preferred.
• At least one (1) year of related experience in a guest contact/service, education, or other similar field, preferably in an upscale hotel/resort/attraction environment.
• Demonstrated commitment to delivery of world class internal/external guest service.
• Ability to quickly acquire extensive knowledge of Biltmore history, products and services, the Asheville area, and Western North Carolina.
• Engages with guests in a sincere way and identifies opportunities to share stories, sell/cross-promote as appropriate.
• Proactive, comfortable taking initiative; ability to exercise good judgment, prioritize work, and adapt as needed.
• Outstanding interpersonal and communication skills; should be able to communicate clearly, concisely, and effectively with different audiences.
• Problem solves creatively; strong guest service recovery skills; professionally handles a variety of situations with guests, vendors, etc.
• Represents the company professionally in accordance with standards at all times.

Physical Requirements

• Must have a North Carolina Commercial Driver’s License with a Class "P" endorsement and be at least 21 years of age.
• Ability to sit in all types of weather for up to twelve (10) hours per day with fluctuations in temperature and conditions.
• Ability to lift 30 to 50 pounds occasionally.
• Ability to stand, walk and use stairs as needed to perform the essential job duties.