Guest Relations - Interpretive - Host I

Job Description

Job Summary:

The Biltmore House Guest Relations Historic Interpreter I is in constant contact with Biltmore guests and is their main source of interpretation, information and assistance. Staff must also remain aware of the safety of the guests, fellow employees, and the House and collection. The incumbent will also provide general assistance and support for the leadership, department, and company. Host Interpreters will provide guest assistance in the front of Biltmore House to check guest tickets and daily BH Reservations prior to entry to the security scanner queue (known as Gate Keeper). When school tours resume, staff will work events and exhibits and guide house tours for school groups when schools are in session. May qualify to certify for other training Modules. Staff may provide general assistance to guests at Summer Concert Evenings and at various Exhibitions.

Essential Job Duties:

1. Welcomes and orients guests as they enter Biltmore House, providing assistance with where to find guide books and other necessary Biltmore literature.

2. Checks guest tickets/passes as they enter Biltmore House, providing assistance to guests who may require accommodation with wheelchairs and elevator use.

3. Proactively seeks out guests and initiates conversation while demonstrating a thorough knowledge of Biltmore Estate and proactively cross-selling Biltmores Tours and attractions.

4. Performs Vulnerable Objects List checks each day at opening and closing of Biltmore House and responds to alarms as requested by Biltmore House Security.

5. Maintains constant awareness to insure the safety of guests, employees, Biltmore House and the collection.(combined)

6. Insures that guests adhere to Biltmore House policies.

7. Demonstrates the ability to certify and lead various tours of Biltmore House including, Student Group Tours, Audio Tours, all Guided Biltmore House Tours as well as events and exhibits around Biltmore Estate as needed.

Qualifications:

1. High school diploma (or GED) required. Additional training, education, and/or certification(s) preferred.

2. At least one year of related experience in a public contact, customer service, hospitality, teaching, or related field required. Equivalent combination of education/experience considered. Instructional delivery experience a plus.

3. Demonstrated commitment to delivery of world class internal/external guest service.

4. Outstanding interpersonal and communication skills; ability to convey information clearly, concisely, and effectively; public speaking and/or storytelling skills a huge plus; ability to welcome and engage guests in a warm and genuine manner.

5. Ability to quickly learn Biltmore history, protocols, products/services.

6. Proactive, exercises good judgment; creatively problem solves, troubleshoots; engage in light guest service recovery; builds positive and professional relationships.

7. Positively and professionally represents Biltmore at all times.

Physical Requirments:

1. Standing and walking on a variety of surfaces for significant periods of time; surfaces include marble, limestone, cobblestone, brick, asphalt, carpeting and rugs.

2. Hosts are on their feet 100% of their on duty shift time.

3. Hosts may walk as much as three to six miles and routinely climb up to 600 stairs per day.

4. Temperatures in and outside Biltmore House can be extreme. Hosts must be able to adapt constantly to varying atmospheric conditions.

5. Radio earbuds must be worn at all times while on duty. Radio traffic can be constant.

6. Must be able to lift 20 pounds on occasion.