Guest Support Specialist - Full-Time - #1410261

Job Description

The Guest Support Specialist is a subject matter expert and serves as a resource for all agents primarily through Help Desk coverage, and online chat support. GS Specialists also are primarily responsible for handling guest email correspondence, guest recovery escalations, processing reservation details for Estate Lodging, and assisting the call center in answering calls when necessary. The Guest Support Specialist will offer five-star service at every point in the guest interaction chain, internal and external, and will create a sense of excitement and enthusiasm around the planning and visit experiences. The candidate will promote a positive and engaging work environment through effective, consistent and professional communication. Guest Support Specialists also perform a variety of tasks on a regular basis assigned by the Reservation Sales and Guest Support leadership team.

Job Duties

• Provide world-class service to internal and external guests.
• Act as subject matter expert in department policies, procedures and operations. Providing feedback and support to agents as needed via Help Desk calls or online chat.
• Act as a direct liaison between agents and leadership to take guest and employee feedback and provide recommendations on operational enhancements as needed.
• Operate ticketing and accommodations software at an advanced level.
• Takes lead on guest escalations in a professional manner by providing information, options, and reservations assistance to achieve a mutually beneficial result--maximizing revenue, the guest experience, and support of the brand.
• Responsible for fulfillment of estate lodging guests packages; which includes inputing booking information/data with accuracy, precision, and in a timely manner.
• Answers in-bound calls and assists guests with sincere, gracious hospitality and world class service at a department leading level. Provides information, options, and assistance for Biltmore including ticketing/passes; estate activities, products, and services; accommodations; and special events/functions.
• Maintains thorough and up-to-date knowledge of all estate activities, products, services and proficiency in all systems utilized by Guest Support
  
  

Qualifications

• High school diploma required. Additional education preferred. Successful completion of all Level I and universal agent training and a proven performance record in evaluation criteria, including quality monitoring, accuracy, productivity, and revenue required.
• Minimum of one (1) year of related guest service experience to include guest support in an upscale hotel/resort setting. Ideal candidate will have two (2) years of experience.
• Demonstrated commitment to providing world-class internal/external guest service.
• Must be able to prioritize, multitask, and adapt as needed.
• Outstanding verbal/written communication and interpersonal skills required; excellent telephone etiquette, gracious hospitality, and service oriented demeanor are musts, as well as being comfortable handling escalated guest issues.
• Excellent public relations, sales skills; strong planning and organizational skills with keen attention to detail and focus on quality and service.
• Proactive, exercises good judgment; can creatively problem solve and troubleshoot.
• Team-oriented, can work independently and efficiently, and professionally represents Biltmore.
  
  

Physical Requirements

• The incumbent will work in an office environment and will be sedentary for extended periods of time.
• 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.
• Will be working both indoors and outside, with fluctuations in temperature and conditions, and potential exposure to dirt, dust, pollen, and other particulates.