Columbia Hospitality

Cafe & Guest Experience Supervisor | 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 Range: $24 - $26 DOE
• Get Paid Daily (Make any day payday)
• Paid Time off & Holiday Pay (Because Balance Matters)
• Benefits – Medical, Dental, Vision, Disability, 401K
• HAS/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)
• Cellphone Allowance
• Incentive Eligible
• 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 a genuine respect for those around us. We have fun, grow together, and strive to leave a positive lasting impression on everyone we meet.

Café & Guest Experience Supervisor

Do you love creating memorable experiences for visitors at iconic historical landmarks? The Café & Guest Experience Supervisor at Smith Tower oversees the overall guest experience, including ticket sales/box office operations, talking tours, and the historical exhibits. Plus, you will be supervising our new Caffe Vita’s team members with effective operations and sales. This role leads a dynamic team to deliver outstanding guest service, uphold operational excellence, quality in F&B, and embody the vibrant spirit of Smith Tower. As the Café & Guest Experience Supervisor, you will inspire your team to bring history to life for guests from all over the world while ensuring a seamless and welcoming experience. If you are passionate about hospitality, storytelling, and leading a team to success, this is the opportunity for you!

What you’ll do:

The Brass Tacks

Leadership & Team Management

• Lead, mentor, and inspire the Guest Experience and Caffe Vita team to provide exceptional service aligned with Smith Tower’s mission.
• Schedule team members at least two weeks in advance, ensuring appropriate coverage for ticket sales, talking tours, museum operations, and special events.
• Foster a positive, collaborative, and accountable work environment, acting as a role model for excellence in guest service and operational standards.
• In alignment with the Café & Guest Experience Manager, conduct regular performance check-ins and provide constructive feedback to encourage team member growth and development.
• Address escalated guest concerns promptly and professionally, ensuring satisfaction and resolution.

Guest Experience & Storytelling

• Oversee all aspects of the guest experience, including ticket sales/box office, talking tours, the historical exhibit, and Caffe Vita, ensuring each element exceeds guest expectations.
• Share engaging stories about Smith Tower’s history, architecture, and cultural significance, creating memorable experiences for guests.
• Serve as a knowledgeable ambassador of the Seattle area, offering information about local attractions, dining, and events to enrich the guest experience.
• Implement and maintain world-class service standards throughout all guest interaction points.

Operations & Administration

• Monitor daily operations, including ticket sales, retail inventory, historical exhibit maintenance, and barista duties to ensure a seamless guest experience.
• Collaborate with the Café & Guest Experience Manager and Senior Operations Manager to implement operational improvements and align team efforts with organizational goals.
• Assist with breaks and lunches for team members as needed to ensure smooth operations.

Training & Development

• Be trained through Caffe Vita for branding and precise duties as a barista.
• Train and onboard new team members, equipping them with the skills to perform their roles with confidence and excellence.
• Conduct ongoing training sessions on safety procedures, food safety compliance, emergency protocols, and guest service standards.

Safety & Standards

• Ensure compliance with all safety and hospitality procedures, including adherence to grooming and uniform standards.
• Maintain confidentiality regarding privileged information and handle sensitive situations with discretion and professionalism.
• Respond proactively to emergencies and incidents, always ensuring guest and team safety.

May require additional job functions as needed based on the business needs of the property and team as requested by management.

The Nitty Gritty

• Bachelor’s Degree from four-year college or university, and 32 years’ experience in a guest experience/service role at an attraction/tourist attraction, hotel, or similar environment. Coffee experience is a plus.
• 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 managers, clients, guests, and the public.
• Computer knowledge including Word, Excel, Outlook, Basic knowledge of POS is preferable.
• Must be flexible and able to perform multiple tasks and work in stressful situations.
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends, and holidays.
• Working knowledge of applicable liquor laws and regulations.
• Able to carry 25 pounds up and down flight of stairs.

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.