Lead Guest Experience Attendant | Smith Tower
About The Position
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.
Requirements
- Two (2) Year experience with Guest Services and Customer Service within the hospitality and attractions industry.
- The ability to solve practical problems when only limited standardization exists.
- Able to work all times of business operations including nights, weekends, and holidays.
- Strong communication skills, including correspondence via phone, messages, and email.
- Ability to effectively present information and respond to questions from team members, clients, guests, or the public.
- Strong computer skills.
- Proficient in Smith Tower’s Ticketing System FareHarbor.
Responsibilities
- Lead daily front desk operations for Observatory admissions, ticket scanning, and guest entry
- Manage guest lines, lobby flow, and pacing during peak periods, group arrivals, and events
- Serve as escalation point for guest questions, concerns, and service recovery
- Operate and support ticketing and memberships through FareHarbor, including redemptions, bookings, and troubleshooting
- Ensure accurate record keeping for admissions, passes, and guest data
- Assist in assigning daily tasks for the Guest Experience team including traces, system communication, and reporting
- Assist in training of new team members on systems, service standards, and building operations
- Assist in report management including trace auditing, upsell tracking, communication logs, and daily summaries
- Check in with team members to ensure they have the information needed to properly perform daily tasks
- Support event days with entry timing, guest direction, floor clears, and coordination with event staff
- Encourage visibility of retail and membership offerings to increase per-guest spend
- Maintain confidentiality of all guest information and operational data
- Keep accurate and complete records of guest interactions, incidents, and operational notes
- Assist fellow Front Office, Events, and Leadership team members when possible and appropriate
Benefits
- Hourly Pay Range: $24 – $25 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)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
