Gate Operations Supervisor - Fulltime

Job Description Job Description: The Gate Operations Supervisor will be responsible for supervising the day to day operations of the initial security and ticket scanning locations. The supervisor will perform their duties in guest contact areas and must be able to interact in a positive manner with all guests, vendors, and employees. The supervisor must be approachable, anticipate guest needs, and answer questions about the Estate. The supervisor must be tactful and diplomatic, always acting in the most professional manner maintaining the art of Biltmore's Gracious Hospitality. This position requires excellent communication skills, the ability to provide the best service possible to our external and internal guests, and maintain daily paperwork and reporting as required. The incumbent will provide support for staff development, engage in performance management; assist with selection, hiring and training staff, and developing and maintaining staff schedules. This position provides front line management of personnel working on all shifts, and is also responsible for issues when they are the only leadership available. This position must be able to work nights, weekends, and holidays. A physical will be required. Full time: a position working 40+ hours per week. Essential Job Duties: 1. The supervisor must be thoroughly familiar with Biltmore Estate's policies and procedures regarding admission and overall security; must be able to operate and troubleshoot equipment including ticket scanners. 2. The supervisor must be thoroughly familiar with all evacuation plans and emergency preparedness for the house, grounds, and adjacent areas; must be able to respond appropriately to emergencies of varying degrees, i.e. weather, fire hazards, other threats. 3. Ability to anticipate, identify security risks and suggest methods of correction. 4. Work closely with leadership in the development, implementation and support of estate and departmental initiatives; attend meetings. 5. Ensures staff maintains company guest service standards ensuring a seamless and on brand guest experience; ensures staff's appearance and demeanor are professional at all times. 6. Establish and maintain partnerships with other departments within Biltmore Company. 7. Conduct supervision, selection, training, performance management, and scheduling for front line staff. 8. Addresses and resolves escalated guest service issues and concerns. 9. Collects, processes, and reviews security paperwork for submissions; assists with reporting. Independent Decision Making: 1. Keeps the department manager informed of daily operations and any opportunities for improvement and provide ongoing communication in performance evaluations, operational changes and any guest correspondence. 2. Must be able to make sound decisions regarding guest interactions, operational needs, and staffing. 3. Assists manager in the creation, implementation, and maintenance of standard operating procedures while making continuous contributions to the improvement and efficiency of department operations. 4. Will be responsible for accurate staff timekeeping and entering into UKG/Kronos system. Qualifications: 1. High school diploma required. Two or four year degree preferred. Related training of certifications helpful. Must have or be able to obtain AED, CPR and First Aid, Crowd Management certifications. 2. At least (3) years of similar experience in a guest support, safety, security, or related field preferred. The preferred candidate will have at least (1) year prior leadership experience in a guest service environment. 3. Must be able to handle multiple guest service situations in a professional positive manner consistent with Biltmore Company standards. 4. Demonstrated commitment to delivering world class internal/external guest service; proven leadership skills; ability to build/develop/motivate teams. 5. Exceptional interpersonal and communication skills; conveys information effectively and clearly, handles a variety of guest service issues in a professional manner. 6. Ability to write and complete reports in standard English. Ability to be proactive, take initiative, and exercise good judgment. 7. Proficiency in various PC software applications, including, but not limited to Microsoft Word, Excel, Outlook, PowerPoint, etc. 8. Excellent planning, organizational, and time management skills; ability to retain large amounts of information and know when, where, and how to disseminate said information; multi-tasks; attention to detail. 9. Must be able to take personal ownership and focus on finding solutions. 10. Represents company professionally at all times. Physical Requirements: 1. Ability to work inside and outside in all types of weather with fluctuations in temperature and conditions. 2. Required to stand/walk for extended periods of time. 3. Must be able to lift up to 25 pounds frequently; must be able to lift/pull/push up to 50 pounds occasionally. 4. Must possess what is medically considered normal sensory acuity with all senses and be able to handle and respond to multiple stimuli simultaneously. 5. Must be at least 19 years of age and have a valid driver's license. Travel between locations required based on assignment.

Created: 2026-03-08