Guest Experience Host I - Full Time

Job Description

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.

The Guest Experience Host I will serve as a point of contact for guests visiting the estate and will provide estate and local area information, on-site reservations and ticketing service support, and general assistance.

Duties may include, but are not limited to : operating multiple computer and systems; handling cash, checks, and credit card transactions;

issuing tickets for estate admission and activities; and selling guidebooks or other products while offering guests gracious hospitality and world class service.

The incumbent will also provide general assistance and support for the department, including for special events and functions.

Schedules will vary, but are generally shifts between 8 : 00am - 11 : 00pm. Weekend and evening availability is a requirement of this position.

Essential Job Duties :

1. Provides on-site guest services as well as reservations and ticketing services to guests in an efficient, gracious, hospitable manner.

Will create a positive impression for guests.

2. Independently promotes and supports the sale of tickets, books, audio tours, specialty tours, Inn on Biltmore Estate accommodations and other estate products or activities using established suggestive selling techniques and a polite and adaptive approach.

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. Obtains information and responds appropriately to guest complaints or problems within the guidelines of the estate and the department.

6. Support partner department operations, maintaining their policies and procedures while representing our reputation for gracious hospitality as needed and when stationed in a defined outlet locations.

7. Provides estate and general area information to guests.

Requirements :

1. High school diploma (or G.E.D). Additional education, training, and / or certification(s) helpful.

2. At least six (6) months of previous related guest service experience. The ideal candidate will have one (1) year of guest service experience, preferably in an upscale attraction / hotel / resort environment, with cash handling and / or sales duties.

Previous sales experience is strongly preferred.

3. Demonstrated commitment to providing world class guest service.

4. Outstanding interpersonal written and verbal communication skills. Should be able to convey information clearly, concisely, and effectively, and be comfortable addressing a wide range of audiences.

Knowledge of another language helpful.

6. Must be able to employ active listening techniques with guests, anticipate needs, and proactively suggest and / or sell in ways that enhance the guest experience.

8. Ability to take initiative, be proactive, and creatively problem solve; should be able to exercise good judgment.

9. The maturity and self-sufficiency to work both independently with little or no supervision as well as part of a dynamic guest service team.

10. Ability to represent Biltmore in a positive and professional manner at all times.

Physical Requirements :

1. Ability to stand / walk for extended periods of time.

2. Ability to lift up to 15 pounds or more on occasion.

3. Ability to reach below or overhead.

4. Must be able to work outside and indoors with fluctuations in temperature and conditions.

5. May be required to climb stairs at some locations.