Front Desk Agent

Front Desk Agent

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.

Front Desk Agents will provide exceptional, world-class guest service at multiple points of contact within the Inn on Biltmore Estate's Front Office operational areas. Responsibilities include, but are not limited to: arrival and departure check in/check out; concierge services; shift close out and reporting; handling guest service recovery issues; and Chateau Tier lounge duties. Agents will also provide general assistance and support for the department, leadership, and the company.

Schedule can vary, but is generally 7am-3pm or 3pm-11pm Wednesday - Sunday. Weekends and holidays are a requirement of this position.

Essential Job Duties:

• Handles daily check-ins/check-outs in a gracious, warm, and timely manner.
• Knowledge of upcoming group resumes, incoming and outgoing groups and VIP guests; resource for general estate and area information.
• Post check-in telephone calls to assure guests' expectations have been met.
• Maintain and file registration cards in the in-house and arrivals bucket; operate the time lox key system; process guest messages/faxes.
• Concierge services at both lobby and Chateau Tier lounge locations.
• Assist with the pre-registering and pre-keying of group arrivals.
• Handle end of shift reporting, close out, and/or reconciliations.
• Point of contact for guest service recovery issues and resolution.
• Identifies opportunities to upsell Lodging and other estate products and services.

Requirements:

• High school diploma. Additional education, training, and/or certification(s) preferred.
• At least one (1) year of related guest service or hospitality experience, preferably in a comparable upscale hotel environment. Ideal candidate will have had similar front desk or concierge experience working in a four or five star/diamond rated hotel.
• Demonstrated commitment to delivery of world class internal/external guest service.
• Outstanding interpersonal and communication skills; conveys information clearly and effectively; strong guest service recovery and negotiation skills. Fluency in English required; knowledge of another language helpful.
• Ability to quickly learn Biltmore's reservations, ticketing and property management systems; knowledge of estate and Asheville area information, Biltmore products, services, and processes; proficiency with Outlook, Word, Excel.
• Excellent organizational, project/time management, and planning skills; ability to multi-task, work effectively under deadlines, prioritize work and adapt.
• Proactive, exercises good judgment; creatively problem solves; anticipates and troubleshoots; maintains confidentiality; high ethical standards.
• Professionally represents Biltmore and company values at all times.

Physical Requirements:

• The incumbent should be able to stand/walk continuously for 8 hours.
• Should be able to lift up to 35 pounds occasionally.
• Incumbent must be able to communicate clearly and effectively with guests.