Senior Guest Services Supervisor | Heathman Hotel Kirkland

Senior Guest Services Supervisor | The Heathman 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 Pay Range: $25 to $28 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 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 Supervising procedural aspects of the hotel’s front office (Including Front Desk, Valet, PBX, and Reservations if applicable), maintaining a presence during peak traffic periods. Ensuring guest and employee needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable. Ensure the highest level of customer service across concierge, front desk, and valet operations Greet guests at the front door or vehicle upon arrival; escort incoming and outgoing guests to and from rooms and assist with luggage Performing front desk agent duties as necessary, such as registration, check out and processing room reservations for guests. Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc. Ensuring that all safety and security policies and procedures are followed. Assisting with the training, coaching and development of team members. Assisting with interviewing team members. Maintaining an up to date working knowledge of all property amenities as well as any special events. Preparing daily reports and distributing as directed. Understanding of all front office standards and assisting in solving deficiencies. Supplying guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest. Inspect guest rooms to ensure furnishings are in order and supplies are adequate; explain room features Park and retrieve guest vehicles safely and in accordance with hotel standards Deliver faxes, packages, suitcases, and trunks; keep accurate records of calls for service Completing designated cashier and closing reports in the computer system. Following all company policies and procedures; reporting accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional. Maintain safety and security of guests and team members at all times and in all weather conditions across concierge, front office, and valet areas Assist in de-icing pavement, sidewalks, and other areas; remove ice from guest windshields; provide umbrellas as necessary Maintaining confidentiality of proprietary information; protecting company assets. Welcoming and acknowledging all guests according to company standards. Developing and maintaining positive working relationships with others; support team to reach common goals. Performing other reasonable job duties as requested by Assistant Front Office Manager and Supervisors. Key Areas of Oversight Valet parking operations Concierge services Packages & VIP coordination AKIA & guest messaging platform Retail management PARs, pricing, promotion, product Innovation – identify and implement service improvements Training – onboarding and ongoing skill development and compliance training Weekend support coverage What You Bring Strong driving record with valid driver’s license; annual MVR report review Ability to drive a manual transmission, parallel park, and demonstrate other technical driving skills Minimum 3 years customer service experience; 1–2 years hotel experience strongly preferred Previous supervisory or leadership experience preferred Must have previous experience in valet operations Strong verbal communication skills required Familiarity with guest messaging platforms (e.g., AKIA) a plus Experience with retail operations, inventory management, or concierge services a plus 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.