Front Office Manager

Columbia Hospitality•Kirkland, WA

17d•$80,000 - $90,000•Onsite

About The Position

Let’s start off with the most important part-what’s in it for you: 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 you’ll do: The Brass Tacks Guest Experience & Operations Safety & Standards: Ensure all safety and security policies are followed and maintain knowledge of property amenities and special events. Performing other reasonable job duties as requested by Manager. The Nitty Gritty 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: The Heathman Hotel Kirkland is the only boutique hotel in the vibrant neighborhood of downtown Kirkland, Washington. Indulge in a refreshing blend of modern luxury, with warm and personalized service. Our 91 guestrooms and suites are luxurious and comfortable, with a variety of sizes and amenities to meet your needs, whether business or pleasure. Savor an inspired seasonal menu and re-imagined dishes, brought to life through traditional hearth over cooking at Hearth. Sip on distinctive craft cocktails in the bar, with indoor and outdoor seating available year-round. Enjoy a leisurely stroll around Lake Washington and the downtown Kirkland arts and shopping district. 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.

Requirements

Leadership Experience: At least 3 years of front desk supervisory or management experience is required.
Customer Service: Previous customer service or guest relations experience is required, with strong negotiation and customer relations skills.
Technical Proficiency: Strong computer skills with full knowledge of Microsoft Office (Outlook, Excel, Word), and PMS.
Communication: Strong written and verbal communication skills are required. Must be able to effectively present information to managers, clients, and the public.
Problem Solving: The ability to solve practical problems where limited standardization exists and interpret instructions.
Financial & Analytical Acumen: Ability to calculate figures (discounts, commissions, percentages) and apply concepts of basic algebra and geometry to analyze business periodicals and regulations. Demonstrates the capacity to read and interpret financial reports, applying insights to identify trends and develop strategies that optimize hotel revenue performance.
Schedule Flexibility: Must be able to work a variety of schedules, including nights, weekends, and holidays, to meet business demands.
Professionalism: Maintain a clean, professional uniform and appearance and protect company assets and proprietary information.

Responsibilities

Recruiting & Retention: spearhead the recruiting process to attract top talent; conduct interviews and manage the hiring process.
Team Development: Lead the training, coaching, and professional development of team members, fostering a culture of growth and accountability.
Performance Management: Support the team to reach common goals by providing regular feedback, conducting timely performance reviews, and managing employee relations.
Operational Supervision: Supervise all procedural aspects of the Front Office, including Front Desk, Valet, and retail operations.
System Optimization: Analyze current workflows to identify deficiencies and implement process improvements that increase efficiency and revenue.
PMS Expertise: Act as the subject matter expert for the Property Management System (PMS), ensuring all staff are trained and data accuracy is maintained.
Reporting: Prepare daily reports and distribute them to leadership as directed, ensuring accuracy in cashier and closing reports.
Guest Advocacy: Ensure guest needs and concerns are responded to with a focus on thoughtful, timely, and professional service.
VIP Management: Oversee the proper execution of VIP requirements, including room blocking, amenity placement, and welcome letters.
Manager on Duty (MOD): Regularly participates in the Manager on Duty program, serving as the primary point of contact for the entire property during assigned shifts.
Front Desk Presence: Maintain a presence during peak traffic periods and perform agent duties such as registration and check-out as necessary to support the team.
Ensure all safety and security policies are followed and maintain knowledge of property amenities and special events.
Performing other reasonable job duties as requested by Manager.

Benefits

Salary Range: $80,000 to $90,000 DOE
Cellphone Allowance
Incentive Eligible
Complimentary Parking On-Site
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)