Guest Service Ambassador

6 days ago


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

Job Summary

The Biltmore Company is seeking a highly skilled and customer-focused Trolley Driver to join our Estate Transportation team. As a Trolley Driver, you will be responsible for providing world-class guest service by offering gracious hospitality and information in connection with the estate transportation services.

Key Responsibilities

  • Operate shuttles/trolleys between parking areas and estate destinations, ensuring timely and safe transportation of guests.
  • Provide exceptional guest service by anticipating guest needs, answering questions, and offering assistance as needed.
  • Maintain a clean and organized vehicle, adhering to safety and maintenance procedures.
  • Assist guests with mobility needs, such as wheelchairs and scooters, and provide information about the estate and surrounding area.
  • Communicate effectively with guests, staff, and leadership, using two-way radio and other communication tools.
  • Participate in emergency procedures, such as floods, snow, and bomb threats, and complete vehicle pre and post-trip reports.

Requirements

  • High school diploma or equivalent required; First Aid, CPR, and AED certification preferred.
  • At least one year of related experience in a guest contact/service, education, or other similar field, preferably in an upscale hotel/resort/attraction environment.
  • Demonstrated commitment to delivering world-class internal and external guest service.
  • Ability to quickly acquire extensive knowledge of Biltmore history, products, and services, as well as the Asheville area and Western North Carolina.
  • Proactive, comfortable taking initiative, and able to exercise good judgment, prioritize work, and adapt as needed.
  • Outstanding interpersonal and communication skills, with the ability to communicate clearly, concisely, and effectively with different audiences.
  • Problem-solving skills, with a focus on guest service recovery and professionally handling a variety of situations with guests, vendors, and other stakeholders.
  • Ability to represent the company professionally at all times, adhering to standards and expectations.

Physical Requirements

  • Ability to sit in all types of weather for up to 12 hours per day, with fluctuations in temperature and conditions.
  • Ability to lift 30 to 50 pounds occasionally.
  • Ability to stand, walk, and use stairs as needed to perform essential job duties.

Working Conditions

  • Must be available to work weekends and holidays.
  • Must have a North Carolina Commercial Driver's License with a Class "P" endorsement and be at least 21 years of age.


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