Front Office Manager | Heathman Hotel

Columbia Hospitality; Kirkland (WA); On-site; USD 85,000 - 92,000; Full time

Benefits offered by this job

Complimentary Parking On-Site

Get Paid Daily

Paid Time off & Holiday Pay

Medical, Dental, Vision, Disability, 4

401K

Job summary

The Heathman Hotel Kirkland, part of Columbia Hospitality, seeks a Front Office Manager to lead the hotel’s front desk operations and guest relations. You will supervise front desk, valet and reservations during peak times, ensure timely service recovery, and manage VIP requests to uphold exemplary service standards.

Ideal candidates will have at least 1 year of supervisory experience, strong communication and guest-service skills, and proficiency in Microsoft Office.

Qualifications

• At least 1-year front desk supervisory or lead experience required.
• Strong written and verbal communication skills required.
• Previous customer service or guest relations experience required.
• Fluent reading/writing/speaking English required.
• Ability to present information and respond to questions from managers, clients, customers, and the public.
• Ability to calculate figures (discounts, interest, commissions, proportions, percentages, area, circumference, volume).
• Ability to apply basic algebra and geometry concepts.
• Ability to solve practical problems with limited standardization.
• Ability to interpret written and oral instructions.
• Must possess basic negotiation skills and strong customer relations skills.
• Strong computer skills with Microsoft Office (Outlook, Excel, Word).

Responsibilities

• Supervising procedural aspects of the hotel’s front office (Front Desk, Valet, PBX, Reservations).
• Ensure guest and employee needs are addressed professionally and promptly.
• Perform front desk duties as needed (registration, check-out, reservations).
• Execute VIP requirements (room requests, amenities, welcome letters/gifts).
• Ensure safety and security policies are followed.
• Assist with training and coaching of team members.
• Assist with interviewing team members.
• Maintain knowledge of property amenities and events.
• Prepare daily reports and distribute as directed.
• Resolve deficiencies in front office standards.
• Provide guests with directions and information about amenities and local areas.
• Complete cashier and closing reports in the system.
• Follow company policies; report accidents and unsafe conditions; maintain professional appearance.
• Protect confidentiality and company assets.
• Greet guests per standards; build positive working relationships.
• Support team to reach goals; perform other duties as requested by Supervisors.

Skills

Front desk supervision

Communication skills

Customer service

English fluency

Presentation

Numerical ability

Problem solving

Instruction interpretation

Negotiation

MS Office

Tools

Microsoft Office

Job description

Front Office Manager | Heathman Hotel Kirkland

• Eligibility of perks is dependent upon job status
• Salary Range: $85,000 to $92,000 DOE
• 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
• 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)

Front Office Manager | Heathman Hotel Kirkland

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
• Salary Range: $85,000 to $92,000 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)

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 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.
• 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.
• 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.
• 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 Supervisors.

What You Bring

• At least 1-year front desk supervisory or lead experience required
• Strong written and verbal communication skills required
• Previous customer service or guest relations experience required
• The ability to read, write, and speak English fluently is required to analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• The ability to effectively present information and respond to questions from group of managers, clients, customers, and the general public.
• The ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• The ability to apply concepts of basic algebra and geometry and special orientation.
• The ability to solve practical problems when only limited standardization exists.
• The ability to interpret written and oral instructions.
• Must possess basic negotiation skills and strong customer relations skills.
• Strong computer skills: Full knowledge of Microsoft Office with an emphasis on Outlook, Excel and Word.

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.