Reservation Sales and Guest Support Agent I - Reserve

Job Description:

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.

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. Duties include, but are not limited to: fielding calls; assisting guests with visit planning, reservations, and ticketing needs; handling inquiries about annual passes and special events; and providing general information to guests about Biltmore and the Asheville area. Agents will also provide general assistance and support for leadership, the department, and the company as needed.

Call Center is open M-F 8am-7pm Sat-Sun 9am-5pm and work schedules can vary.

Average Hours: 18 hours/week during the regular season, with more during Candlelight.

Essential Job Duties:

1. Professionally answers inbound calls and assists guests with sincere, gracious hospitality and world-class service. Actively listens and suggestively sells. 2. Provides information, options, and assistance for Biltmore, including ticketing/passes; estate activities, products, and services; accommodations; and special events/functions.

3. Ability to quickly learn Biltmore’s ticketing and reservations systems and acquire knowledge of the estate and the Asheville area.

4. Ability to handle a variety of transactions quickly, accurately, and professionally while multitasking.

5. Regularly meets or exceeds monthly set department performance expectations.

6. Obtains information and responds appropriately to guest complaints or problems within the guidelines of the estate and the department.

7. Support partner department operations, maintaining their policies and procedures while representing our reputation for gracious hospitality.

Additional Responsibilities:

1. After successful completion of the probationary period, agents will be expected to train on and assist guests calling regarding accommodations on Biltmore Estate, including the Inn, Cottages, and Village Hotel on Biltmore Estate; after which, performance reviews will help determine daily responsibilities.

2. Will provide general assistance and support for leadership, the department, and the company as required.

Qualifications:

1. High school diploma required. Additional education and/or training preferred. 2. One (1) year minimum of previous related guest service, sales, and/or reservations experience. Previous call center experience preferred.

3. Demonstrated commitment to providing world-class internal/external guest service.

4. Ability to quickly learn Biltmore’s systems and procedures, and acquire knowledge of estate activities/products/services, the Asheville area, and WNC.

5. Must be proficient with both Internet and operating computer reservations; handles a variety of transactions quickly and accurately; can multitask and prioritize as required.

6. Must be able to employ active listening techniques, anticipate needs, and proactively suggest and/or sell in ways that enhance the guest experience.

7. Outstanding communication and interpersonal skills required; excellent telephone etiquette, gracious hospitality, and service-oriented demeanor are musts. 8. Proactive, exercises good judgment; can problem solve and troubleshoot.

9. Team-oriented, can work independently, and professionally represents Biltmore.

Physical Requirements:

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

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.