Guest Experience Host II - Reserve

About the role

The Guest Experience Host II will provide 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, respond to guest inquiries, and sell specialty tours and other activities.

Responsibilities

• Provide service to guests in an efficient, hospitable manner, in accordance with previously established duties for Host I.
• Independently promote the sale of tickets, books, audio tours, specialty tours, estate lodging accommodations, and other estate products or activities in a polite and adaptive manner.
• Operate ticketing and room management computer systems, including but not limited to Omni and Voice Agent.
• Able to reissue tickets or passes, as well as return tickets or passes, independent of supervision.
• 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.
• Provides estate or general area information to guests.
• Opens and/or closes specific work areas in accordance with established policy.
• Answers incoming phone calls and handles or directs to the appropriate party; troubleshoots computer hardware or software problems with Corporate Technology.

Qualifications

• High school diploma (or G.E.D).
• 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.
• Demonstrated commitment to providing world-class internal and external guest service.
• 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.
• 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.
• 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.
• Outstanding communication and interpersonal skills.
• Must be able to convey information clearly, concisely, and effectively.
• Knowledge of another language is helpful.

Physical Requirements

• Ability to stand/walk for up to five (5) hours at a time.
• Ability to lift up to 35 pounds or more on occasion.
• Ability to bend, stoop, kneel, and reach below or overhead.
• May be exposed to dust, pollen, dirt, and/or other particulates.
• May be required to climb stairs at some of the historic locations (e.g. Biltmore House).