Village Hotel Front Desk Agent - Reserve

BWM Biltmore Workforce Management; United States; On-site; USD 23,000 - 26,000; Full time

Job summary

The Village Hotel Front Desk Agent at Biltmore provides warm, world-class guest service, handling arrivals, departures, and reservations with a friendly, proactive approach.

The role requires at least 1 year in guest service, strong communication, and sharp organizational skills. Ability to upsell and assist with tours and dining is valued. Salary starts at $17.09/hour with varying shifts including weekends.

Qualifications

• High school diploma required; additional training/certifications preferred.
• At least 1 year of guest service experience in hospitality or attraction settings.
• Excellent interpersonal and written/verbal communication; active listening and upselling encouraged.
• Proficiency in Microsoft Office; quick learner of Biltmore's systems and protocols.
• Strong organizational, time management and planning skills with attention to detail.
• Proactive, takes initiative, exercises good judgment and problem solving.
• Represent Biltmore professionally at all times.

Responsibilities

• Handle daily check-ins and check-outs efficiently.
• Maintain knowledge of upcoming group reservations and VIPs.
• Know estate outlets and provide information about the area.
• Make post-check-in follow-up calls to meet guests' expectations.
• Maintain registration cards and arrivals documentation.
• Enter guest information into the PMS with accuracy.
• Operate the room key program and systems.
• Handle ticketing and reservation requests; upsell where appropriate.
• Assist with pre-registration for group arrivals.
• Pre-print tickets and file with arriving guests.
• Prepare end-of-day reports per shift.

Skills

Guest service experience

Interpersonal skills

Written/verbal communication

MS Office

Learn company systems

Organization

Time management

Attention to detail

Problem solving

Proactive mindset

Professionalism

Education

High School Diploma

Job description

Job Description 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. 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.

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. Please note: If you are a current Biltmore employee, please sign into your Workday account & apply using the internal job board at www.biltmore.com/workday 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.