Guest Experience Manager | Smith Tower
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
• 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)
• Cell Phone Allowance
• Parking Allowance

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.
GUEST EXPERIENCE MANAGER
As the Guest Experience Manager, you're not just leading a team; you're crafting the very essence of hospitality. You'll oversee a dynamic ensemble of team members across admissions, guest services, box office, museum, and ticketing operations, guiding them to orchestrate seamless experiences that leave our visitors enchanted. Picture yourself as the maestro of first impressions, setting the tone for unforgettable journeys from the moment guests step into our admissions department.
What you’ll do:
The Brass Tacks

• Leadership & Team Development: Inspire, mentor, and coach a diverse team of guest experience and program professionals, fostering a culture of excellence, collaboration, and continuous growth.
• Operational Excellence: Ensure smooth and efficient operations across admissions, guest services, box office, museum, and ticketing operations, implementing best practices and standards to optimize guest satisfaction and operational efficiency.
• Experience Innovation: Oversee departmental leads and the design and implementation of innovative guest programs and experiences, leveraging insights and feedback to continuously enhance the Iconic Smith Tower experience.
• Cross-functional collaboration: Collaborate closely with other departmental managers to coordinate the guest services and guest programs for events, promotions, and initiatives, ensuring seamless integration and alignment with overall organizational goals.
• Guest Engagement & Satisfaction: Proactively engage with guests to understand their needs, address concerns, and exceed expectations, championing a guest-centric approach at every touchpoint. Oversee the guest services phone line ensuring courteous callbacks are returned in an acceptable timeframe. Respond to all guest inquiry emails in a timely manner.
• Performance Monitoring & Analysis: Monitor key performance metrics and guest feedback to evaluate program effectiveness, identify opportunities for improvement, and drive strategic decision-making.
• Financial Management: Manage the operations P&L by closely monitoring labor and departmental expenses, identifying opportunities for cost optimization and revenue enhancement.
• Financial Analysis: Analyze financial reports, including daily and weekly flash reports, to identify key performance indicators and track revenue and revenue pacing. Utilize insights to inform strategic decision-making and drive financial performance.
• Performance Reviews: Conduct regular performance reviews, and OMG Check-Ins, for team members, providing constructive feedback, coaching, and support to facilitate their professional growth and development.
• Ticket Sales Oversight and Operations: Oversee ticket sales operations, analyzing trends and purchasing habits to identify opportunities for revenue growth. Develop objectives and strategies to maximize revenue generation and optimize pricing strategies. Oversee all the ticketing operations through Smith Tower’s ticketing system which includes ticket sales, product development, and product management.
• Guest Experience Enhancement: Ensure the guest's journey is a fun and memorable experience by managing crowd control, queue optimization, and accessibility initiatives. Implement strategies to enhance guest satisfaction and loyalty.
• Retail Program Management: Manage the retail program, including overseeing inventory management and ordering new retail products. Monitor sales trends and customer preferences to optimize product selection and drive retail revenue growth.
• Additional duties as assigned by management.

May require additional job functions as needed based on the business needs of the property and team as requested by the Operations Manager and Director of Operations.
The Nitty Gritty

• Bachelor’s Degree (BA) from a four-year college or university, and management experience in an operations or hospitality role at an attraction, hotel/resort, or similar environment.
• Ability to inspire and motivate departmental team members including critical thinking skills.
• Strong organizational skills and problem-solving abilities.
• Emotional Intelligence (EQ)
• The ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• The ability to solve practical problems when only limited standardization exists.
• Working knowledge of all applicable laws, codes, and regulations.
• 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: Full knowledge of Microsoft Office with an emphasis on Outlook, Excel, and Word. Able to use Point of Sale Electronic Software. Proficient in Smith Tower’s Ticketing System

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.
Where you’ll work:
In 1914, Smith Tower became the first skyscraper in Seattle, and the tallest building west of the Mississippi River. More than 100 years later, a new Smith Tower visitor experience has reinvigorated this local icon to the delight of visitors and tenants alike. Visitors can now enjoy Smith Tower like they've never seen before. Today, it features an entirely new visitor experience including a ground-floor gathering place with gifts, souvenirs and treats, observational deck and bar where you can enjoy a locally inspired menu of shareable plates and classic cocktails.
Smith Tower carries on its legacy of memory-making through leading tours that provide fascinating insight into the building's renowned past and legendary mysteries, hosting private events, and providing breathtaking views from every angle of the open-air Observatory.
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.