Village Hotel Front Desk Agent - Reserve

Biltmore Workforce Management; Asheville (NC); On-site; USD 19,000 - 28,000; Full time

Job summary

Biltmore is seeking a Front Desk Agent at the Village Hotel to deliver world-class guest service with a warm, friendly smile. You will handle arrivals/departures, assist with reservations for tours and dining, and serve as a resource on Biltmore and Asheville area information.

The role emphasizes proactive guest interaction, accuracy in registration and ticketing, and collaboration with the front desk team to exceed guest expectations. Weekend/evening shifts are common.

Qualifications

• High school diploma required; additional training preferred.
• At least one year of guest service experience in hospitality.
• Excellent written and verbal communication; organized and detail oriented.
• Proficiency in Microsoft Office; quick learner of estate systems.
• Knowledge of Asheville/WNC preferred.

Responsibilities

• Handles daily check-ins and check-outs in a timely manner.
• Manages group reservations and VIP arrivals.
• Provides information about Biltmore and Asheville area.
• Responds to guest inquiries and upsells services when appropriate.
• Maintains guest records and registration cards accurately.
• Inputs data into the PMS and handles end-of-day reports.
• Operates room key program and maintains security.
• Handles guest ticketing and reservations requests.
• Pre-registers and pre-keys group arrivals.
• Pre-prints guest tickets and files correctly.
• Supports daily operational tasks for the front desk.

Skills

Guest service

Interpersonal communication

Time management

Problem solving

Verbal communication

Listening skills

Education

High school diploma

Tools

PMS

Microsoft Office

Job description

Job DescriptionThe 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.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.Schedule can vary but generally is 7am - 3pm or 3pm - 11pm, Sunday - Saturday. Weekend and holiday availability is required.Reserve: A position working 40-999 hours per year.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.