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Village Hotel Front Desk Representative

2 months ago

Asheville, North Carolina, United States The Biltmore Company Full time
Job Summary

The Biltmore Company is seeking a highly skilled and customer-focused Village Hotel Front Desk Agent to join our team. As a key member of our hospitality team, you will be responsible for providing exceptional service to our guests, ensuring a world-class experience, and exceeding their expectations.

Key Responsibilities
  • Handle daily check-ins and check-outs in a timely and efficient manner.
  • Knowledge of all upcoming group reservations, incoming and outgoing groups, and VIPs.
  • Knowledge of all outlets on the estate and general information on the area.
  • Handle post-check-in telephone calls to assure guests' expectations have been met.
  • Maintain and file registration cards in the in-house and arrivals bucket.
  • Input information into the Property Management System (PMS) and maintain guest records accurately, paying close attention to details, notes, and comments.
  • Operate the Ving card room key program.
  • Handle guest ticketing and reservations requests; suggestively sell as appropriate.
  • Assist with the pre-registering and pre-keying of group arrivals.
  • Pre-print guest tickets and file correctly with arriving guests.
  • Handle end-of-day reports per shift.
Requirements
  • High school diploma required. Additional training and/or certification(s) preferred.
  • At least one (1) year of guest service experience. Ideal candidate will have had one year prior experience in an attraction/hotel/resort setting.
  • Outstanding interpersonal and written/verbal communications skills; ability to listen, interact, and suggestively sell strongly preferred.
  • Proficiency in Microsoft Office; must be able to quickly learn Biltmore's products, systems, and protocols. Knowledge of Asheville/WNC preferred.
  • Excellent organizational, time management, decision-making, and planning skills; attention to detail with a focus on quality and service.
  • Proactive, takes initiative, and exercises good judgment; can creatively problem solve and troubleshoot.
  • Represents The Biltmore Company professionally in a manner consistent with standards at all times.
Physical Requirements
  • The incumbent should be able to stand continuously for 8 hours.
  • Should be able to lift up to 35 pounds occasionally.
  • Incumbent must be able to communicate clearly.