Lead Guest Experience Attendant | Smith Tower

Lead Guest Experience Attendant | 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
• 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)
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
• 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

The Nitty Gritty
• 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.

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 consistent