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Cafe & Guest Experience Manager | Smith Tower
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Café and Guest Experience Manager | Smith TowerLet’s start off with the most important part – what’s in it for you:The PerksEligibility of perks is dependent upon job statusSalary: $77,970 to $78,250 DOEParking AllowanceGet Paid Daily (Make any day payday)Paid Time off & Holiday Pay (Because Balance Matters)Benefits - Medical, Dental, Vision, Disability, 401KHSA/FSA Plans -with employer contributionValues 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 OpportunitiesCommittee 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 GrowThird 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.Job OverviewThe Café and Guest Experience Manager will oversee all aspects of the guest journey, including ticketing, museum, and tour operations, while managing the daily operations of the new coffee shop/café. This dual role ensures a seamless guest experience and efficient cafe operations, aligning with Smith Tower's commitment to excellence and service.What you’ll doThe Brass TacksCafe OperationsOversee daily operations of the coffee shop/café, focusing on quality service, menu consistency, and staff efficiency.Collaborate with operations leadership to manage inventory, and ordering.Monitor café sales trends to identify opportunities for revenue growth and operational improvements.Guest Experience OversightLead ticket sales operations, including product development, pricing strategies, and revenue optimization through Smith Tower’s ticketing system.Oversee museum and tour operations, ensuring the customer journey is engaging, accessible, and memorable.Implement strategies to optimize crowd control, queue management, and overall guest satisfaction.Respond to guest inquiries via phone and email promptly, ensuring concerns are addressed with professionalism and care.Leadership & Team DevelopmentManage recruiting, interviewing, hiring, onboarding, and performance management for team members.Handle scheduling of each team member across departments and be able to be on the floor when needed and required.Financial and Revenue GenerationAnalyze financial reports to track performance, inform strategic decision‑making, and drive operational improvements.Ensure departments are hitting or exceeding revenue budgets.Retail Program ManagementOversee retail operations within the cafe, including inventory management, to enhance the guest experience and drive revenue growth.Monitor sales trends and customer preferences to ensure a compelling and profitable retail program.Compliance & StandardsEnsure adherence to all health, safety, and sanitation protocols in both guest experience and cafe operations.Maintain high standards of cleanliness, organization, and service excellence across all areas.Additional DutiesCollaborate with the Sr. Operations Manager on cross‑functional initiatives, ensuring seamless integration between guest services and café operations, including event operations as required.Other duties as assigned by senior management.The Nitty Gritty3+ years management experience in comparable food service or coffee operations within the hospitality or attraction industry preferred.The ability to read, write and speak English fluently is required to read, analyze, and interpret regulations. Ability to effectively present information and respond to questions from a group of managers, clients, customers, and the public.Team centric and the ability to successfully lead café and guest experience teams.Strong client/customer service skills with the ability to be solutions oriented.Proficient in Microsoft 365 (Word, Excel, PowerPoint, Outlook).Ability to stand up and down for more than three (3) hours at a time.The ability to de‑escalate, be organized, and handle busy operations.The ability to communicate independently, clearly, and effectively.Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends, and holidays.Ability to lift (25+) pounds.Basic math skills required.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 experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles.The Fine PrintColumbia 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. #J-18808-Ljbffr
