Village Hotel Front Desk Agent - Flex

BWM Biltmore Workforce Management; United States; Presencial; USD 19 000 - 28 000; Tempo parcial

Resumo da oferta

Biltmore is seeking a Front Desk Agent to provide warm, world-class guest service, handle check-ins/check-outs, and assist with reservations and tours. The role emphasizes strong communication, organization, and a proactive approach in a luxury estate setting.

Typical shifts run 7am–3pm or 3pm–11pm, Sunday through Saturday, with weekend and holiday hours required. A minimum of one year in guest service and a high school diploma are preferred.

Qualificações

• High school diploma required.
• At least 1 year of guest service experience; hotel/resort/attraction background preferred.
• Excellent interpersonal and written/verbal communication skills.
• Proficiency in Microsoft Office; quick learner of Biltmore systems and protocols.
• Knowledge of Asheville/WNC is a plus.
• Strong organizational, time management, and planning abilities.

Responsabilidades

• Handle daily check-ins and check-outs promptly.
• Manage group resumes, incoming/outgoing groups, and VIPs knowledge.
• Know estate outlets and local information for guests.
• Respond to post check-in calls to meet expectations.
• Maintain and file registration cards in-house and arrivals bucket.
• Enter guest data into PMS with high attention to detail.
• Operate the room key program.
• Handle ticketing/reservation requests and upsell when appropriate.
• Assist with pre-registering and pre-keying group arrivals.
• Pre print guest tickets and file with arrivals.
• Process end-of-day reports per shift.

Conhecimentos

Guest service

Communication

Time management

Professionalism

Problem solving

Formação académica

High school diploma

Ferramentas

Microsoft Office

Descrição da oferta de emprego

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 Village Hotel Front Desk Agent will provide exceptional service to the guest, always conveying a warm and friendly smile, and ensuring a world class experience. Courteously and efficiently handling guest arrivals/departures as well as other estate ticketing and reservation needs, Front Desk Agents will proactively provide our guests with personal service and attention that exceeds their expectations, creates one‑of‑a‑kind memories, and that allow guest to enjoy all that Biltmore has to offer. Agent will also assist guests with reservations for specialty tours, activities, dining, etc., and will serve as a resource for questions and inquiries about Biltmore and the Asheville area. Agent will also provide general support and assistance to the department, leadership, and company. Schedule can vary but is generally 7am - 3pm or 3pm - 11pm Sunday - Saturday. Weekend and holiday availability is required.

Requirements

• 1. High school diploma required. Additional training and/or certification(s) preferred.
• 2. At least one (1) year of guest service experience. Ideal candidate will have had one year prior experience in an attraction/hotel/resort setting.
• 4. Outstanding interpersonal and written/verbal communications skills; ability to listen, interact, and suggestively sell strongly preferred.
• 5. Proficiency in Microsoft Office; must be able to quickly learn Biltmore's products, systems, and protocols. Knowledge of Asheville/WNC preferred.
• 6. Excellent organizational, time management, decision-making and planning skills; attention to detail with a focus on quality and service.
• 7. Proactive, takes initiative, and exercises good judgment; can creatively problem solve and troubleshoot.
• 8. Represents Biltmore professionally in a manner consistent with standards at all times.

Physical Requirements

• 1. The incumbent should be able to stand continuously for 8 hours.
• 2. Should be able to lift up to 35 pounds occasionally.
• 3. Incumbent must be able to communicate clearly.

Essential Job Duties

• 1. Handles daily check-ins and check-outs in a timely manner.
• 2. Knowledge of all upcoming group resumes, incoming and outgoing groups and VIPs.
• 3. Knowledge of all outlets on the estate and general information on the area.
• 4. Handle post check-in telephone calls to assure guests’ expectations have been met.
• 5. Maintain and file registration cards in the in-house and arrivals bucket.
• 6. Input information into PMS and maintain guest records accurately, paying close attention to details, notes and comments.
• 7. Operate the room key program.
• 8. Handle guest ticketing and reservations requests; suggestively sells as appropriate.
• 9. Assist with the pre-registering and pre-keying of group arrivals.
• 10. Pre print guest tickets and file correctly with arriving guests.
• 11. Handle end of day reports per shift.

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.