Reservation Sales and Guest Support Agent I - Flex

About the role

Reservation Sales and Guest Support Agents are primarily responsible for handling incoming calls to Biltmore that may include, but are not limited to: ticketing and general information; specialty tours, activities, and events; annual passes; and Estate and Area accommodations packages. Agents use active listening and suggestive selling techniques to help guests organize and plan their Biltmore visit to create exceptional and memorable experiences.

Responsibilities

• Fielding calls
• Assisting guests with visit planning, reservations, and ticketing needs
• Handling inquiries about annual passes and special events
• Providing general information to guests about Biltmore and the Asheville area
• Providing general assistance and support for leadership, the department, and the company as needed

Requirements

• High school diploma required
• One (1) year minimum of previous related guest service, sales, and/or reservations experience
• Previous call center experience preferred
• Demonstrated commitment to providing world-class internal/external guest service
• Ability to quickly learn Biltmore’s systems and procedures, and acquire knowledge of estate activities/products/services, the Asheville area, and WNC
• Must be proficient with both Internet and operating computer reservations; handles a variety of transactions quickly and accurately; can multitask and prioritize as required
• Must be able to employ active listening techniques, anticipate needs, and proactively suggest and/or sell in ways that enhance the guest experience
• Outstanding communication and interpersonal skills required; excellent telephone etiquette, gracious hospitality, and service-oriented demeanor are musts

Qualifications

• High school diploma required
• Additional education and/or training preferred

Skills

• Active listening
• Suggestive selling
• Quick learning ability
• Knowledge of Biltmore’s ticketing and reservations systems
• Knowledge of the estate and the Asheville area
• Proactive problem solving
• Good judgment
• Team orientation
• Professional demeanor

Benefits

Call Center is open M-F 8am-7pm & Sat and Sun 9am-5pm and work schedules can vary. Estimated Hours per Week: 25-30 or as business needs (up to 38 hours/week during Christmas holiday season).

Pay

Minimum pay for this position is $17.09/hour. Additional compensation will be considered for candidates with higher amounts of experience above the minimum requirements.

Schedule

Call Center is open M-F 8am-7pm & Sat and Sun 9am-5pm and work schedules can vary. Estimated Hours per Week: 25-30 or as business needs (up to 38 hours/week during Christmas holiday season).

Training

2 weeks in person 9-5 Monday through Friday, then in office after that time. Work at Home possible after at least a full month in office. Work at Home candidate must live in NC and within 60 miles from Biltmore Estate.

Remote Eligibility

This position may be eligible for remote or work-from-home arrangements, provided the incumbent meets certain requirements (e.g. reliable high-speed internet). Candidates must reside within 60 miles of the Biltmore Estate.