Guest Experience Host II – Reserve Position Available In Buncombe, North Carolina

locations
Biltmore Estate
time type
Part time
posted on
Posted Today
job requisition id

JR102191

Job Description
The Guest Experience Host II will provide guests with exceptional service at various ticketing locations; operate multiple computer reservation and information systems; handle cash, check, and credit card transactions; issue tickets; promote Biltmore products and services; disseminate general estate and Asheville area information and respond to guest inquiries; and sell specialty tours and other activities while graciously serving guest needs. Level 2 Hosts are expected to staff all ticketing locations, including but not limited to: Reception & Ticketing Sales Center, Biltmore House, Biltmore House Guest Services, Stable Hallway Guest Services, Village Hotel, Guest Services at Antler Hill Village, and the Asheville Area Chamber of Commerce. Candidate will actively provide world-class guest service independent of supervision while servicing both daytime and evening guests. The incumbent will also provide general support and assistance to the department, leadership, and company.

Reserve:

A flexible, on-call position scheduled based on business needs and operational volume. Reserve employees typically work anywhere from 40-999 hours per year, depending on demand.
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 service to guests in an efficient, hospitable manner, in accordance with previously established duties for Host I.
2. Independently promotes the sale of tickets, books, audio tours, specialty tours, estate lodging accommodations, and other estate products or activities in a polite and adaptive manner.
3. Operate ticketing and room management computer systems, including but not limited to Omni and Voice Agent..
4. Actively promotes and provides information during current promotions as well as day-to-day activities on the estate.
5. Able to reissue tickets or passes, as well as return tickets or passes, independent of supervision.
6. Ensures work station is properly stocked with all necessary tools and equipment prior to the start of one’s shift. Replenishes stock as needed throughout the day.
7. Provides estate or general area information to guests.
8. Opens and/or closes specific work areas in accordance with established policy.
9. Answers incoming phone calls and handles or directs to the appropriate party; troubleshoots computer hardware or software problems with Corporate Technology.

Qualifications:

1. High school diploma (or G.E.D). Additional education, training, and/or certification(s) helpful.
2. At least one (1) year of previous related guest service experience. The ideal candidate will have two (2) years 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 internal and external guest service. Leadership skills are a plus.
4. Ability to quickly learn Biltmore’s ticketing and reservations systems and acquire knowledge of the estate and the Asheville area. Successful completion of Host 1 training is a prerequisite.
5. Ability to handle a variety of transactions quickly, accurately, and professionally while multitasking. Must be able to work and/or rotate between the various information and sales kiosks across the estate.
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.
7. Outstanding communication and interpersonal skills. Must be able to convey information clearly, concisely, and effectively. Knowledge of another language is helpful.

Physical Requirements:

1. Ability to stand/walk for up to five (5) hours at a time.
2. Ability to lift up to 35 pounds or more on occasion.
3. Ability to bend, stoop, kneel, and reach below or overhead.
4. Must be able to work outside and indoors with fluctuations in temperature and conditions.
5. May be exposed to dust, pollen, dirt, and/or other particulates.
6. May be required to climb stairs at some of the historic locations (e.g. Biltmore House).