Inn Chateau Tier Concierge - Full Time

About the role

The Château Tier Concierge position offers a starting hourly wage range of $17.09, contingent upon qualifications and experience. This role is full-time, averaging 35+ hours per week.

Responsibilities

• Handle daily arrivals and departures in accordance with Forbes service standards.
• Knowledgeable about all incoming and outgoing groups and VIPs.
• Knowledgeable about all outlets on the estate and the surrounding area.
• Train in various Front Office work locations including PBX, Concierge, and Front Desk.
• Aid both internal and external guests with returns, rate adjustments, room moves, and guest recovery.
• Process all messages and faxes for guests, filing with proper registration and logging procedures.
• Report on arrivals and end of day activities.
• Support guests with amenity requests and provide general information.
• Convey a favorable image of the organization by projecting a positive and professional demeanor.
• Engage guests to increase the percentage of return visits through attentive and responsive service.
• Offer directions, recommendations, and travel arrangements to and from the inn.
• Use effective up-selling techniques when assisting guests with reservations.
• Ensure a safe and secure environment for guests and colleagues by following safety and emergency procedures.
• Proactively reach out to departments across the company and external vendors to address guest-related issues and needs.
• Act as an ambassador for Biltmore and Asheville, helping guests create unique experiences during their visit.
• Provide general support and assistance to the department, leadership, and company as needed.

Requirements

• High school diploma (or G.E.D).
• One (1) year of previous related guest service, front desk, or concierge experience.
• Two (2) years of guest service experience, preferably in an upscale attraction/hotel/resort environment.
• 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.
• Comfortable with both the internet and operating computer reservations systems, including data entry and information searches.
• Quickly handle a variety of transactions with accuracy and professionalism while multitasking.
• Active listening skills to understand and anticipate guest needs, and the ability to suggest and sell enhancements to the guest experience.
• Outstanding written and verbal communication skills, along with excellent telephone etiquette.
• Excellent organizational, time management, decision-making, and planning skills.
• Physical capabilities to stand continuously for 8 hours, sit continuously for 8 hours, and lift up to 35 pounds occasionally.
• Must be at least 19 years old and hold a valid NC Driver's license.