Cottage Butler - Full Time

About the role

The Cottage Butler is responsible for ensuring that guests staying at the estate's historic Guest Cottage receive world-class guest service and gracious hospitality in accordance with Biltmore standards. Responsibilities will include handling welcome/departure for guests; arranging reservations, tours, logistics; on-site logistics and general information; and coordinating with other estate departments to create a one-of-a-kind experience. In addition, the Butler will also provide general support and assistance to the department, leadership, and company.

Responsibilities

• Oversees the Cottage staff and maintenance.
• Assists with staff training, scheduling, and assignment of duties.
• Also assists with Cottage budgeting and inventory.
• Understands concepts like being anticipatory, friendly not familiar, privacy and confidentiality, invisible and available while ensuring all guest requests are anticipated and accommodated.
• Understands social etiquette and formal service.
• Answers residence phone, receives guests at the door and supervises the reception of visitors.
• Coordinate guest packing and travel preparations.
• Assists with household and family security measures.
• Assists with planning and organizing events in the Cottage.
• Serve as personal valet to the guest of the Cottage.
• Oversees and participates in proper table settings and entertainment prep.
• Order, Prepare, and Serve meals and drinks and performs wait services related thereto.
• Performs housekeeping duties to designated standards.
• Coordinates with other staff as needed as well as with other parts of the Biltmore Estate organization.
• Perform concierge duties to assist in guest experience pre-arrival, during stay, and post stay.
• Ensure all guest have an enjoyable experience that exceeds their expectations
• Maintain up-to-date records of supplies, inventories, etc., and reorder or replenish as required for all items utilized throughout the cottage.
• Reconcile bills pertaining to the Cottage and ensures posting in a timely matter.
• Assist with proper billing and posting of additional services
• Establish and administer approved procedures pertaining to the servicing of guests, whether routine or special request.
• Create user-friendly collateral for guests to take with them upon request (i.e. lists, directions, descriptions, etc.)
• Provide general support and assistance to the leadership, department, and company as required.

Qualifications

• High school diploma required.
• Additional training and/or certification(s) strongly preferred.
• Must have or be able to obtain First Aid/AED/CPR certification.
• At least two (2) years of related high-end guest service experience.
• Ideal candidate will have VIP club level and/or similar experience in a four/five star hotel or resort.
• Demonstrated commitment to delivery of world class internal/external guest service; leadership skills a plus.
• Proficiency in MS Word, Outlook; ability to quickly learn Biltmore systems, products/services, culture, and organizational structure.
• Outstanding interpersonal and communication skills; anticipates needs; conveys information clearly, effectively to various audiences; builds positive working relationships across departments; excellent telephone etiquette; knowledge of a second language a plus.
• Superior planning, organizational, project and time management skills; multi-tasks, adapts, and prioritizes work under deadlines; keen attention to details with focus on quality, service.
• Proactive, exercises good judgment; troubleshoots, addresses issues quickly; discreet, maintains confidentiality.
• Professional, reflects company core values at all times; high ethical standards.

Physical Requirements

• Standing/walking for extended periods of time; sit, stoop, kneel, and crouch; must be able to climb stairs.
• Frequently lift and/or move up to 20 to 25 pounds; occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Must have a valid driver's license and be at least 19 years of age.
• Primarily working indoors; may occasionally be outdoors with changes in temperature and conditions.

Pay

Pay starts at $17.09/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

Schedule

Full Time: A position working 35+ hours per week. Schedule can vary, but is generally 10am - 6pm. Weekend and holiday availability are a requirement of this position.