Inn Lodging Services Liaison

Overview

The starting pay range for this position begins at $16.32/hour and is based on the level of qualifications and relevant experience above the minimum requirements. Full Time: a position working 35+ hours per week. Schedule can vary, but is generally 7am-3pm or 3pm-11pm, Wednesday - Sunday.

The Inn's Lodging Services Liaison is responsible for proactively providing and responding to guest inquiries, in collaboration with the Front Office staff to provide accurate and timely responses to guests, whether by phone, electronically, or handwritten. This includes facilitation of communication for all areas of the Inn regarding emergency and safety procedures. This position will also follow up as requested by management to gather information and identify future guest request opportunities as they are resolved;

gather information on digital check-in experience, and prepare personalized amenities and letters for guests celebrating special occasions. This position will also provide general support and assistance to the department, leadership, and company, and perform other duties as assigned and must understand the critical nature of communication tasks assigned.

• Forward external/internal calls to the proper department; providing a positive, professional tone with all callers in alignment with The Inn's service standards.
• Respond to electronic communications via Email or ALICE SMS in a timely manner aligned with The Inn's service standards.
• Answer external/internal guest questions accurately; coordinate services requested and follow up to ensure satisfactory resolution.
• Input guest names on the Inn on Biltmore Estate visitor list.
• Run reports from SMS for other departments for use in guest requests or issues.
• Log and monitor package deliveries and pickups to ensure service standards are met.
• Establish and maintain effective communication and information systems through logbooks and E-mail.
• Monitor guest communication experiences and report satisfaction scores for services completed, setting the goal to exceed guest expectations.
• Review upcoming guest reservations for special occasions noted prior to arrival. Prepare and communicate personalized amenities and cards according to brand and service standards for guests celebrating special occasions during their visit and facilitate their delivery with Guest Services and/or Food and Beverage.

• High School diploma preferred.
• Six months of related experience in answering and using a multi-line phone system.
• This position must have the ability to coordinate multiple communication tasks, be computer efficient, and have knowledge of general information.
• This position must be detail oriented and demonstrate ability to accurately handle telephone calls and prepare daily reports.
• Must have knowledge and experience with Microsoft Office (Word, Excel).
• Knowledge and/or the ability to quickly acquire proficiency with Mitel phone systems, ALICE Hotel platform, and Springer Miller Systems property management systems strongly preferred.
• Ability to be a team player in a fast-paced, dynamic department.
• Familiarity with Biltmore Estate and local area preferred.
• Must be able to work well independently with general supervision
• Tact, judgment, accuracy and timeliness are important components of this position.
• Ability to effectively communicate by phone in a pleasing and helpful manner, modulate phone voice, and direct guests efficiently in a manner consistent with company standards.

• This position works in an office environment in a primarily sedentary position, and includes the use of a headset, two-way radio, and computer communication methods.
• Occasionally lifting items up to 25 pounds may be required.