Reservation Sales Agent I - Full Time

Starting pay range for this position begins at $17.09/hour, based on qualifications and relevant experience above the minimum requirements.

About the role

Reservation Sales Agents handle incoming calls to Biltmore, assisting guests with visit planning, reservations, ticketing, and general information. Agents use active listening and suggestive selling techniques to help guests organize and plan their Biltmore visit, creating exceptional and memorable experiences. This position may be in-office or work-from-home after training and mentoring is completed.

Schedule

Open every day of the year with the following hours:

• Saturday and Sunday: 9:00 AM – 5:00 PM
• Monday through Friday: 8:00 AM – 9:00 PM

Shifts are offered throughout the day during weekdays.

Responsibilities

• Professionally answer inbound calls and assist guests with sincere, gracious hospitality and world-class service.
• Use active listening and suggestive selling techniques to provide information, options, and assistance for Biltmore’s ticketing, passes, estate activities, products, services, accommodations, and special events.
• Quickly learn Biltmore’s ticketing and reservations systems, as well as acquire knowledge of the estate and the Asheville area.
• Handle a variety of transactions quickly, accurately, and professionally while multitasking.
• Regularly meet or exceed monthly department performance expectations.
• Obtain information and respond appropriately to guest complaints or problems within estate and department guidelines.
• Support partner department operations while maintaining their policies and procedures and representing Biltmore’s reputation for gracious hospitality.
• Provide general assistance and support for leadership, the department, and the company as needed.

Requirements

• High school diploma required; additional education and/or training preferred.
• One year minimum of previous related guest service, sales, and/or reservations experience.
• Previous call center experience preferred.
• Demonstrated commitment to providing world-class internal and external guest service.
• Ability to quickly learn Biltmore’s systems and procedures, as well as acquire knowledge of estate activities, products, services, the Asheville area, and Western North Carolina.
• Proficient with internet and computer reservations systems; ability to handle a variety of transactions quickly and accurately while multitasking and prioritizing.
• Must employ active listening techniques, anticipate needs, and proactively suggest or sell in ways that enhance the guest experience.
• Outstanding communication and interpersonal skills; excellent telephone etiquette, gracious hospitality, and service-oriented demeanor.
• Proactive, exercises good judgment, and can problem-solve and troubleshoot.
• Team-oriented, can work independently, and professionally represents Biltmore.

Physical Requirements

• Work in an office environment and remain sedentary for extended periods.
• Ability to modulate voice, inflection, and tone to communicate professionally and effectively by telephone.
• Required to lift up to 35 pounds occasionally.