Complex Guest Services Manager | Hotel Leo & Heliotrope Hotel

Columbia Hospitality • Bellingham, WA

7d • Onsite

About The Position

Columbia Hospitality is seeking an experienced and dynamic Complex Guest Services Manager to oversee front desk operations for both Hotel Leo and Heliotrope Hotel. This role is crucial in upholding our brand promise of Creating Exceptional Experiences by ensuring a people-first approach and fostering an inclusive, values-driven team environment. The ideal candidate will demonstrate positive leadership, empower team members, and drive guest satisfaction to new heights.

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.
• Working knowledge of all applicable laws, codes and regulations.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• 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 computer literacy in Microsoft Office, especially Word, PowerPoint and Excel.
• Strong general management skills, including time management, information analysis, planning and organizing, decision making, problem solving, and delivery of results.
• Strong financial management skills, including budget management, expense control, forecasting and analysis of financial statements.

Nice To Haves

• 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 (in partnership with GM).
• 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 to ensure a high level of guest satisfaction.
• 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 insure 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 insure labor and direct expenses are held within budgeted guidelines.
• Provide assistance with the execution of all group and social events.
• Ensure all credit and financial transactions are handled in a secure manner.
• Perform other duties as assigned.

Benefits

• Hourly Pay Range: $25.00 to $35.00 DOE
• Get Paid Daily (Make any day payday)
• Paid Time off & Holiday Pay
• 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
• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager