Job Description

Complex Guest Service Manager | Hotel Leo & Heliotrope Hotel

Let’s start off with the most important part-what’s in it for you:
The Perks
*Eligibility of perks is dependent upon job status
• Hourly Range: $25 - $30 DOE

• Get Paid Daily (Make any day payday)
• Paid Time off & Holiday Pay (Because Balance Matters)
• Benefits - Medical, Dental, Vision, Disability, 401K
• HSA/FSA Plans -with employer contribution
• Values Based Culture (#OMGLIFE)
• Culture Add (Creating Space for Fresh Perspectives)
• Referral Bonus (Get Paid to Recruit)
• Discounted Lodging, Dining, Spa, Golf, and Retail (Yes, Discounted Travel!)
• Employee Assistance Program
• “Columbia Cares” Volunteer Opportunities
• Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion)
• Task Force Work Opportunities (Grow your career in idyllic locations across the globe)
• Online Learning Platform to Help You Grow!
• Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)

Our Commitment to you:
“People never forget how you made them feel.” Maya Angelou’s famous statement serves as a rallying cry throughout Columbia Hospitality and fuels our collective drive - and success.
Our people are our purpose, and our brand is our people. We seek extraordinary individuals who drive our brand promise of Creating Exceptional Experiences. We are a people-first organization, ignited from the inside to succeed on the outside. We are a tight-knit, inclusive, values-driven team and we trust one another to have each other’s backs. We show up every day with open hearts, an inclusive mindset, and a genuine respect for those around us. We have fun, grow together, and strive to leave a positive lasting impression on everyone we meet.

What Success Looks Like:
Your Impact
• Oversee hotel front desk operations for both Hotel Leo and Heliotrope Hotel.

• Works with General Manager in communicating all details through daily pre-shift meetings and manager and department meetings.

• Selects, supervises, trains, develops, schedules, disciplines, and counsels rooms division staff (in partnership with GM). Demonstrates positive leadership characteristics that empower and inspire team members to meet and exceed standards.

• Establish and achieve quality and guest satisfaction goals. Respond in a courteous and prompt manner to all guest questions, complaints and/or requests to ensure a high level of guest satisfaction.

• Analyze guest insights to identify and meet customer expectations and build on guest loyalty.
• Prepares weekly schedule of staff according to business volumes

• Educate and train all team members in compliance with governmental regulations. Ensure staff is properly trained on quality, service, and safety standards and has the tools and equipment to carry out job duties.
• Monitors forecast to insure labor and direct expenses are held within budgeted guidelines
• Manages yield strategy and keep the property management system and reservations online interface current with rate strategy
• Manages room blocks and reservations; contract cut-off dates; guest room assignments
• Ensures the fulfillment of any special instructions related to all room reservations
• Monitors the revenue forecast to insure labor and direct expenses are held within budgeted guidelines

• Provides assistance with the execution of group and social events including billing

• Ensure all credit and financial transactions are handled in a secure manner
• Other duties as assigned
What You Bring
• A college or university degree with three or more years’ experience in a management role at an inn, hotel, resort or equivalent

• Strong people management skills, including coaching, motivating, delegating, scheduling and relationship-building.

• Strong communication skills, including the ability to write contracts, reports, business correspondence, and operations manuals.

• Ability to effectively present information and respond to questions from team members, managers, clients, guests or the general public.
• Ability to create a team environment within and across departments.

• Strong general management skills, including time management, information analysis, planning and organizing, decision making, problem solving, and delivery of results.

• Strong computer literacy in Microsoft Office, especially Word, PowerPoint and Excel.
• Strong financial management skills, including budget management, expense control, forecasting and analysis of financial statements.

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

• Working knowledge of all applicable laws, codes and regulations

Don’t meet every single requirement? At Columbia Hospitality we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Where you’ll work:
This thoughtfully restored, historic hotel may have been through many iterations over its lifespan, and yet has always been synonymous with the highest standards of hospitality.

Welcome to Hotel Leo, located in the heart of wonderful downtown Bellingham. Hotel Leo, which is on both the National and Local Historic Registry, combines modern comfort with classic style - offering a unique combination of hotel lodging and apartment residences - with a lively mix of common spaces.

The Fine Print
Columbia Hospitality, Inc. is an equal opportunity employer committed to an inclusive environment without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. We strive for excellence in every position within the company and select the most qualified people who embrace our service philosophy and these values.

Accountability | Creativity | Enthusiasm | Honesty | Inclusion | Respect

Columbia Hospitality is a national management and consulting company with more than 25 years of experience in creating hospitality solutions and delivering exceptional experiences. Our portfolio includes award-winning hotels and resorts, premier residential communities, restaurants and bars, private and public golf clubs, conference centers, and distinctive venues. Columbia Hospitality has been consistently recognized as one of the Top Companies to Work for in Washington by Seattle Business Magazine and Puget Sound Business Journal for their commitment to creating a fun, dynamic and nurturing work environment for team members.