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Anthony Baliola
Front Office Manager, Hotel Vintage Park
How does it feel to be the face of Seattle's tourism industry?
Great! Tourism has always been a passion of mine. I'm excited to represent both the industry and Seattle over the next year and to help proclaim why tourism matters.
You grew up in the Philippines. What brought to you the Great Northwest and how did you get started in the tourism industry?
In Manila, I served as personal tour guide for visiting friends and family. That's one of the main reasons I chose the industry. I'm passionate about it. In July 2001, I re-located to Seattle. I had considered San Francisco and New York, but the moment I stepped foot in Seattle, I just loved it.
What was your first job here in the Seattle area?
I saw an ad for a concierge position at the Bellevue Club. I went in for an interview. They gave me a chance. I had no experience. They said Seattle is an easy city to learn.
You started work one week before the 9/11 terrorism events. Talk about trial fire.
I was still in training, but [by necessity] was left alone at the desk. Hotel guests were trying to get home. I had expertise in personal travel booking, so I called airlines and rental car companies on behalf of our guests. I remember one person who had friends and family in New York - I stayed until 2 a.m. and managed to get him on a flight. He was very appreciative.
9/11 forever changed the tourism and travel industry. Did it make you re-consider your career choice?
Instead of being discouraged, I thought, 'I'm good at this.' It gave me inspiration to do my job well. I realized this was my calling. I stayed for three years at Bellevue Club and I was honored to be the employee of the quarter in December 2001.
Following that, you worked three years at Victoria Clipper – how did that experience help your career?
I wanted to stay in customer service, so I took a position as reservation agent at Victoria Clipper. It was a great opportunity. It gave me more knowledge about the Pacific Northwest. But, the [role of] concierge was still within me and I sometimes spent too much time talking about attractions, dining and other things.
What led you back to hotels?
I missed working in the hotel industry and when the Hotel Andra opened, the general manager approached me to serve as concierge. I started as front desk agent and also served as chef concierge, front office supervisor and front office manager. I even did housekeeping. I stayed three years. It was such a great pleasure working with Hotel Andra.
Did that experience cinch your hotel career? Yes. I decided I wanted to be a general manager. After three years at Hotel Andra I [jokingly] told my colleagues they'd all have to retire in order for me to move up.
Thus, your move to Kimpton Hotels - Hotel Monaco and ultimately the Hotel Vintage Park?
At the Monaco, I worked with Sandy Burkett, General Manager. She saw my potential. She asked about my ultimate goal. I said, 'To have your job.' She explained that I'd need to gain experience in every department and that she'd be there to support me. In the next couple of years we both transferred to the Hotel Vintage Park, Sandy as General Manager and I served as concierge and also covered the front desk and the front office when it was short-staffed. When the Front Office Manager position opened, I wasn't going to apply, but some staff members encouraged me. Sandy also encouraged me. She said it would be a great opportunity to train me and set me up for my GM goal.
What does your job entail?
There's lots of desk work but I make sure that everyday I'm out there, talking to guests, making their stays in the city as perfect as possible. I have a great team that is knowledgeable. But I don't want to neglect my passion – I don't want to be just behind a desk. I make sure I have time to be out front.
You also oversee the hotel's evening wine hour for guests. Why is that important?
That's really a concierge responsibility but I didn't want to leave it. I was so passionate about it.
I love wine and I've learned a lot about Washington wineries. We used to be too limited with wines at the hotel, so I went to Taste Washington and introduced myself to some new wineries – I gave them my card, told them what we do and began sending a monthly blast to wineries. We attracted smaller wineries that produce fantastic wine. Four or five smaller ones now have their own wine-themed rooms at the hotel.
What's the best part of your job?
Mentoring my staff. In my career I've been supported by great people and now I'm in the position to offer support to my staff. I have great people who are passionate about their jobs. I want to be one of those people who help them become leaders.
What's the hardest part of the job?
It affects me when a guest is not happy. That's why I hate reading the guest surveys before I go to bed. One bad one could keep me awake all night. I want everyone coming into the hotel to leave satisfied. The most important thing I tell my staff is: 'It's all about serving the guest - owning the guest.' We have 124 rooms and I ask each staff member to 'own' half of it per person. We can't satisfy everyone, but it's a great learning experience to try.
Where do you see yourself five years from now?
A general manager. Preferably in Seattle. Preferably at a Kimpton hotel.
What does it take to get there?
It's experience, from the front up. I've been fortunate to work with great general managers. I really admire those who go out every day to greet guests and staff. You have to be present. Your staff looks at you as their guide. You have to be a leader.
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