Village Hotel Front Desk Representative

4 days ago

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

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at The Biltmore Company. As a Front Desk Agent, you will be responsible for providing exceptional service to our guests, handling daily check-ins and check-outs, and ensuring a world-class experience.

Key Responsibilities
  • Handle daily check-ins and check-outs in a timely manner
  • Knowledge of all upcoming group resumes, 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 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; preferably in a 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
  • 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 Biltmore 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

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