Trolley Driver - Reserve

Duties

• operating shuttles/trolleys between parking areas and estate destinations
• answering questions regarding Asheville, Biltmore and Western North Carolina
• offering general assistance and support for the department, leadership, and the company as required
• being available for both 1st and 2nd shifts

Essential Job Duties

• provides world class guest service by anticipating guest needs with warmth /enthusiasm
• uses two-way radio to communicate with other staff concisely and professionally
• maintains a count of available parking space; cleanliness of parking areas
• operates all vehicles safely and complies with all safety procedures
• assists guests in boarding Biltmore vehicles; uses the proper procedure when transporting guests with mobility needs (wheelchairs, scooters, etc.)
• keeps knowledge of Asheville, Biltmore, and current information/events
• executes emergency procedures during floods, snow and ice, bomb threats, etc.
• completes vehicle pre and post trip reports, as well as track maintenance and service (fuel, etc.)

Additional Responsibilities

• maintains department equipment
• knows specific procedures to follow when dealing with vehicle emergencies
• has working knowledge of all posts and other areas to which one may be assigned
• understands and follows all company and departmental policies and procedures
• assists with lost/found requests; notifies Security as needed
• may be involved with guest service recovery as needed
• performs additional duties as requested by department leadership

Qualifications

• must have a North Carolina Commercial Driver's License (CDL) with a Class “P” endorsement in order to operate both shuttles and trolleys
• high school diploma (or GED); First Aid, CPR, AED certification preferred
• at least one (1) year of related experience in a guest contact/service, education, or other similar field, preferably in an upscale hotel/resort/attraction environment
• demonstrated commitment to delivery of world class internal/external guest service
• able to quickly acquire extensive knowledge of Biltmore history, products and services, the Asheville area, and Western North Carolina
• engages with guests in a sincere way and identifies opportunities to share stories, sell/cross-promote as appropriate
• proactive, comfortable taking initiative; able to exercise good judgment, prioritize work, and adapt as needed
• outstanding interpersonal and communication skills; able to communicate clearly, concisely, and effectively with different audiences
• problem solves creatively; strong guest service recovery skills; professionally handles a variety of situations with guests, vendors, etc.
• represents the company professionally in accordance with standards at all times

Schedule

Generally 7am to 3pm but may vary based on business need. This position requires being available weekends and holidays.