Legacy Interpreter - Reserve

Job Description

The Legacy AHV Interpretive Host is in constant contact with guests of Biltmore and is their main source of information and assistance while in Legacy. Staff provides detailed historic information on the Exhibition, Biltmore Estate, and the Vanderbilt family. Interpretive Hosts remain vigilant to ensure the safety of our guests and the security of the collection and Exhibition. Interpretive Hosts may be required to provide general assistance to guests at other events in Antler Hill Village or other venues. The staff supports leadership, department, guests and company.

Schedule will vary but generally 1-3 days weekly. Weekend availability is required.

The starting pay range for this position begins at $16.32/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

Essential Job Duties:

1. Welcomes and orients all guests to the venue while maintaining a gracious, helpful demeanor.
2. Varies position through the rooms or areas assigned to engage and interact with guests.
3. Demonstrates thorough knowledge of Biltmore Estate, family history and Exhibition.
4. Proactively seeks out opportunities to initiate conversation with guests while ensuring guests adhere to all safety and security procedures.
5. Maintains a demeanor of gracious hospitality at all times consisting of proactive greeting, eye contact, smiling and open, energetic posture.
6. Communicates clearly and concisely with internal and external guests to deliver seamless guest service between departments.
7. Assists guests with special needs with wheelchairs or other items.
8. Performs Vulnerable Object List ("VOL") checks each day at opening and closing of the venue. Alerts appropriate staff immediately if a variance occurs.
9. Maintains constant awareness of operation to insure the safety of guests, employees and Biltmore's collection and adherence of policies (no touching, stepping over ropes, etc.).
10. Responds to alarms and directives of Biltmore Security, Hotel Security and Company Police.
11. Knows evacuation procedures and the locations of fire extinguishers in each area assigned.
12. Adheres to all company policies and procedures.
13. Certifies successfully to share essential information accurately with all guests.

Additional Responsibilities:

1. Will provide general support and assistance to the department, leadership, and company as required.
2. Arrives promptly in proper uniform for assigned shifts.
3. May be asked to provide assistance to leadership team, department or company.
4. May be assigned a task to support the operation including, but not limited to, audio wand inventory, cleaning and distribution, task forces, project coordinator, VOL content updates, collection of operational data, and health and safety cleaning measures.
5. Based on qualifications, may be invited to train and/or mentor new team members.

Qualifications:

1. High School Diploma or GEC required; 2 years of college preferred.
2. At least one year of experience in a comparable guest facing position in customer service, hospitality, teaching or related field is preferred.
3. Demonstrated commitment to the delivery of world class internal/external guest service.
4. Outstanding interpersonal and communication skills; ability to convey information clearly, concisely and effectively; storytelling and/or public speaking skills a plus.
5. Ability to welcome and engage guests in a warm and genuine manner.
6. Ability to quickly learn Biltmore history, protocols, products and services.
7. Proactive, exercises good judgment; creatively problem solves, troubleshoots, engages in light guest recovery; builds positive and professional relationships.
8. Positively and professionally represents Biltmore at all times.

Physical Requirements:

1. Standing and walking on a variety of surfaces for significant periods of time.
2. Hosts are on their feet 100% of their on duty shift time.
3. Hosts must be able to adapt constantly to varying atmospheric conditions.
4. Must be able to lift 20 pounds on occasion.