Inn Overnight Front Desk Agent - Reserve

Job Description

The Inn Overnight Front Desk Agent will provide exceptional service to the guest, always conveying a warm and friendly smile, and ensuring a world class experience. Courteously and efficiently handling guest arrivals/departures as well as other estate ticketing and reservation needs, Overnight Front Desk Agents will proactively provide our guests with personal service and attention that exceeds their expectations, create one-of-a-kind memories, and that allow guest to enjoy all that Biltmore has to offer. Overnight Front Desk Agents will complete night audit and front desk operational duties during their shift in coordination with the Lodging Night Audit team. Overnight Front Desk Agents will also provide general support and assistance to the leadership, department, and company.

Reserve: a position working an average of 20 hours per week (anywhere between 40-999 hours per year).

This position receives a 3rd shift pay differential of $2.00/hour. (Base pay of $17.09 2nd shift differential $2.00 = $19.09/hour)

Schedule can vary, but is generally between 10:45pm - 7:00am. Weekend availability required.

Essential Job Duties:

• Handles daily check-ins and check-outs in a timely manner.
• Knowledge of all upcoming group resumes, incoming and outgoing groups and VIPs.
• Knowledge of all outlets on the estate and general information on the area.
• Complete nightly systems audit, roll the day, and ensure room and tax posts correctly.
• Maintain and file registration cards in the in-house and arrivals bucket.
• Input information into PMS and maintain guest records accurately, paying close attention to details and comments.
• Process all messages and faxes for guests, and file with proper registration and log procedures.
• Operate the Inn room key program
• Handle estate ticketing and reservations requests; suggestively sells as appropriate.
• Handle end of day reports per shift.
• This position is responsible for performing the above duties during 3rd shift. The ability to work overnight hours as designated by leadership is an essential function of this position
  
  

Requirements:

• High school diploma required. Additional training and/or certification(s) preferred.
• At least one (1) year of related guest service experience. Ideal candidate will have had two (2) years prior experience in an upscale attraction/hotel/resort setting.
• Demonstrated commitment to delivering world class internal/external guest service.
• Outstanding interpersonal and written/verbal communications skills; ability to listen, interact, and suggestively sell strongly preferred. Second language a plus.
• Proficiency in Microsoft Office; must be able to quickly learn Biltmore's products, systems, and protocols. Knowledge of Asheville/WNC preferred.
• Excellent organizational, time management, decision-making and planning skills; attention to detail with a focus on quality and service.
• Proactive, takes initiative, and exercises good judgment; can creatively problem solve and troubleshoot.
• Represents Biltmore professionally in a manner consistent with standards at all times.
  
  

Physical Requirements:

• The incumbent should be able to stand continuously for 8 hours.
• Should be able to lift up to 35 pounds occasionally.
• Incumbent must be able to communicate clearly.