Complex Guest Services Manager | Hotel Leo & Heliotrope Hotel

Columbia Hospitality•Bellingham, WA

4d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

Oversee hotel front desk operations for both Hotel Leo and Heliotrope Hotel.
Communicate all details through daily pre-shift meetings and manager and department meetings.
Select, supervise, train, develop, schedule, discipline, and counsel rooms division staff.
Demonstrate 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.
Analyze guest insights to identify and meet customer expectations and build on guest loyalty.
Prepare 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.
Monitor forecast to ensure labor and direct expenses are held within budgeted guidelines.
Manage yield strategy and keep the property management system and reservations online interface current with rate strategy.
Manage room blocks and reservations; contract cut-off dates; guest room assignments.
Ensure the fulfillment of any special instructions related to all room reservations.
Monitor the revenue forecast to ensure labor and direct expenses are held within budgeted guidelines.
Provide assistance with the execution of group and social events including billing.
Ensure all credit and financial transactions are handled in a secure manner.
Perform other duties as assigned.

Benefits

Hourly Range: $25 - $30 DOE
Get Paid Daily (Make any day payday)
Paid Time off & Holiday Pay
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)