Reservation Sales and Guest Support Agent I - Reserve

About the role

Reservation Sales and Guest Support Agents are responsible for handling calls to Biltmore, including ticketing, general information, specialty tours, activities, and events; annual passes; and Estate and Area accommodations packages. Agents assist guests with visit planning, reservations, and ticketing needs, and provide general information about Biltmore and the Asheville area.

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

Qualifications

• 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

Physical Requirements

• The incumbent will work in an office environment and will be sedentary for extended periods
• Must be able to modulate voice, inflection, and tone to communicate professionally and effectively by telephone
• The incumbent will be required to lift up to 35 pounds occasionally