Biltmore House Host - Reserve

Job Description

The starting pay range for this position begins at $16/hour and is based on the level of qualifications and relevant experience above the minimum requirements. Reserve: a position working up to 20 hours per week (between 100-999 hours per year)

The Historic Interpretive Host I provides a gracious welcome for all those visiting Biltmore House and serves as a primary information source for guests about the House, collection, and historic landscape. Interpretive Hosts operate as part of an integral professional team, which continually receives world-class rankings for their quality of service.

Interpretive Hosts greet guests to Biltmore House as they arrive and enter, and are a visible, helpful presence inside America’s Largest Home. This position monitors the safety of guests and colleagues, as well as the House and collections. Following extensive training, Interpretive Hosts may conduct specialty tours. Interpretive Hosts help staff special exhibitions on property, and assist with other special events. The position provides support to department leadership as needed.

Interpreters are responsible for rotations both inside and outside Biltmore House in all seasons. Candidates must be comfortable standing for long periods of time and with the use of multiple stairs through the course of any day. As one of the nation’s preeminent cultural attractions, Biltmore is open on weekends and all holidays.

Reserve staff member working weekdays, weekends, holidays and evenings as needed. Must be available 3 days per week, one must be a Friday or Saturday.

Essential Job Duties:

• Welcomes and orients guests as they enter exhibit space or Biltmore House, providing assistance with where to find guide books and other necessary Biltmore literature.
• Checks guest tickets/passes as they enter exhibit space or Biltmore House, providing assistance to guests who may require accommodation with wheelchairs and elevator use.
• Proactively seeks out guests and initiates conversation while demonstrating a thorough knowledge of Biltmore Estate and proactively cross-selling Biltmore’s Tours and attractions.
• Performs Vulnerable Objects List checks each day at opening and closing of Biltmore House and responds to alarms as requested by Biltmore House Security.
• Maintains constant awareness to insure the safety of guests, employees, Biltmore House and the collection.(combined)
• Insures that guests adhere to Biltmore House policies.
• 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.
  
  

Requirements:

• High school diploma (or GED) required. Additional training, education, and/or certification(s) preferred.
• 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.
• Demonstrated commitment to delivery of world class internal/external guest service.
• 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.
• Ability to quickly learn Biltmore history, protocols, products/services.
• Proactive, exercises good judgment; creatively problem solves, troubleshoots; engage in light guest service recovery; builds positive and professional relationships.
• Positively and professionally represents Biltmore at all times.
  
  

Physical Requirements:

• Standing and walking on a variety of surfaces for significant periods of time; surfaces include marble, limestone, cobblestone, brick, asphalt, carpeting and rugs.
• Hosts are on their feet 100% of their on duty shift time.
• Hosts may walk as much as three to six miles and routinely climb up to 600 stairs per day.
• Temperatures in and outside Biltmore House can be extreme. Hosts must be able to adapt constantly to varying atmospheric conditions.
• Radio earbuds must be worn at all times while on duty. Radio traffic can be constant.
• Must be able to lift 20 pounds on occasion.
  
  

Additional Responsibilities:

• Arrives promptly for assigned shifts and BH post rotations, obtains daily briefing information.
• May be asked to provide assistance to the leadership team, department and company as required.
• May be assigned a task to support the operation including, but not limited to, audio inventory, radio inventory, task forces, project coordinator, uniform distribution, VOL content updates, and tour production.
• Facilitates and participates in Evening Group Tours commencing after regular hours of operation.
• Based on qualifications, may be invited to train and/or mentor new team members.
• May present Safety, Training, Sustainability or other topics at department staff meetings.