Reservation Sales Agent I - Flex

Job Description

Job Description

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. 

Flex: A position working an average of 20-29 hours per week (between 1000 - 1559 hours/year).

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.