The posting
Job Description
The starting pay range for this position begins at $17.09/hour and is based on the level of qualifications and relevant experience above the minimum requirements. Full Time Status: a position averaging 35+ hours a week.
The Château Tier Concierge will provide exceptional service to the guest, always conveying a warm and friendly demeanor as well as a professional presentation. The Château Tier Concierge will courteously and efficiently handle guest arrivals, departures, and Estate activity information requests. Staff will proactively provide our guests with personalized service and attention that exceeds their expectations and will provide general and detailed information while maintaining four-diamond, four-star service to guests. Additional duties may include, but are not limited to: organizing activities, tours, excursions, etc. for guests; making special arrangements and/or reservations and offering recommendations; and serving as an on-site resource for guests exploring Biltmore, Asheville, and Western North Carolina. Staff will proactively reach out to departments across the company as well as external vendors and will build positive relationships to ensure all guest related issues/needs are anticipated and/or resolved in a timely and efficient manner. Concierge staff are expected to act as ambassadors for Biltmore and Asheville and help guests to create one-of-a-kind experiences during their visit while exhibiting the highest level of professionalism, tact, and diplomacy. Concierge will also provide general support and assistance to the department, leadership, and company as required.
Schedule can vary, but is generally 7am-3pm or 3pm-11pm. Weekend and Holiday availability is required.
Essential Job Duties:
Daily Operations: 1. Handles daily arrivals and departures in alignment with Forbes standards of service. 2. Knowledge of all incoming and outgoing groups and VIPs. 3. Knowledge of all outlets on the estate and information on the area. 4. Train in various Front Office work locations including PBX, Concierge, Front Desk. 5. May assist both internal and external guest with returns, rate adjustments, room moves and guest recovery. 6. Process all messages and faxes for guests, and file with proper registration and log procedures. 7. Process all reporting for arrivals and end of day. 8. Assist current and future guests with amenity requests.
Guest Service: 1. Convey a favorable image of the organization by projecting a positive professional appearance and demeanor to our guests. 2. Participate in increasing the percentage of return guests by listening to and fulfilling their needs with a caring and responsive attitude. 3. Assist guests with directions, recommendations, and other traveling arrangements to and from the inn. 4. Provide exceptional and efficient guest service when making reservations and use effective up-selling techniques. 5. Provide a safe and secure environment for both our guests and colleagues by knowing and assisting in safety and emergency procedures.
Requirements:
1. High school diploma (or G.E.D). Additional education, training, and/or certification (s) preferred. 2. At least one (1) year of previous related guest service, front desk, or concierge experience. The ideal candidate will have two (2) years of guest service experience, preferably in the same or similar role in an upscale attraction/hotel/resort environment. Previous sales experience is strongly preferred. 3. Demonstrated commitment to providing world class internal and external guest service is a must. 4. Ability to quickly learn Biltmore’s ticketing and reservations systems and acquire knowledge of the estate and the Asheville area. Must be comfortable with both the internet and operating computer reservations systems to include both data entry and information searches. 5. Ability to handle a variety of transactions quickly, accurately, and professionally while multi-tasking. 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 (written and verbal) and interpersonal skills; should also have excellent telephone etiquette. Must be able to convey information clearly. 8. Excellent organizational, time management, decision-making and planning skills.
Physical Requirements:
1. The incumbent should be able to stand continuously for 8 hours. 2. The incumbent should be able to sit continuously for 8 hours. 3. Should be able to lift up to 35 pounds occasionally. 4. Incumbent must be able to communicate and receive communication clearly. 5. Must be at least 19 years old and have a valid NC Driver's license.
