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Guest Services Associate

2 months ago

Asheville, North Carolina, United States Biltmore Full time
Position Overview


The starting compensation for this role begins at $16.75/hour, determined by qualifications and relevant experience beyond the minimum requirements.


The Guest Experience Host I acts as a primary contact for visitors to the estate, offering comprehensive information about the estate and surrounding area, assisting with on-site reservations, ticketing services, and providing general support.


Key Responsibilities:

Duties may encompass, but are not limited to:

  • Utilizing various computer systems to manage guest interactions and transactions.
  • Processing cash, checks, and credit card payments efficiently.
  • Issuing tickets for estate entry and activities while ensuring a welcoming atmosphere.
  • Promoting and selling guidebooks and other merchandise, delivering exceptional hospitality and service.
  • Assisting with departmental support during special events and functions.

Work Schedule:

Schedules may vary, typically including shifts between 8:00am - 11:00pm. Availability for weekends and evenings is essential for this role.


Essential Duties:
  • Delivering on-site guest services, reservations, and ticketing in a prompt and courteous manner, ensuring a positive guest experience.
  • Promoting the sale of tickets, books, audio tours, specialty tours, and accommodations with a focus on suggestive selling techniques.
  • Quickly mastering the estate's ticketing and reservation systems while gaining knowledge of the estate and local area.
  • Efficiently handling various transactions with accuracy and professionalism while managing multiple tasks.
  • Addressing guest inquiries and resolving complaints in accordance with estate guidelines.
  • Supporting partner department operations while upholding our reputation for outstanding hospitality.
  • Providing guests with detailed information about the estate and surrounding areas.
Qualifications:
  • High school diploma or G.E.D. Additional education or certifications are advantageous.
  • A minimum of six months of relevant guest service experience is required; one year is preferred, particularly in upscale environments with cash handling and sales responsibilities.
  • A strong commitment to delivering world-class guest service.
  • Excellent interpersonal and communication skills, capable of conveying information clearly and effectively.
  • Proficient in active listening, anticipating guest needs, and proactively enhancing the guest experience.
  • Ability to take initiative, solve problems creatively, and exercise sound judgment.
  • Self-sufficient and able to work independently or as part of a dynamic team.
  • Representing the estate positively and professionally at all times.
Physical Requirements:
  • Ability to stand or walk for extended periods.
  • Capability to lift up to 15 pounds occasionally.
  • Ability to reach overhead or below.
  • Willingness to work in varying indoor and outdoor conditions.
  • May require climbing stairs at certain locations.