Guest Service Assistant Manager - Grand Canyon South Rim

Xanterra Travel Collection•GRAND CANYON, AZ

33d•Onsite

About The Position

Operate the front office to the standards set by the Guest Service Manager at all times resulting in quality guest service. Responsible for operation of the front desk in the absence of the Guest Service Manager. The Lodging department is committed to creating a culture of guest service at Grand Canyon National Park. All our roles in the lodging department, regardless of front or back of house, are considered guest-facing/guest service positions. Our expectation is that this role will play a key part in achieving exceptional guest service.

Requirements

Must possess sufficient experience and technical expertise in all functions of the Front Office, especially with Opera front office software.
Ability to provide ongoing training to front desk staff.
Must be able to professionally interact with the public in a variety of situations demonstrating knowledge of park facilities, activities, and features.
Proven written and oral communication skills.
Possess physical ability to occasionally lift up to 40 pounds.
Possess valid Arizona Driver’s License and comply with Xanterra South Rim Company Vehicle Policy.
Frequently: Stand, walk, sit, and handle.
Occasionally: Reach, squat/kneel, bend, lift/carry up to 50 lbs., push/pull up to 40 lbs.

Responsibilities

Operate front office in the absence of the Guest Service Manager to ensure that proper guest service is professionally and respectfully provided. Keep the Guest Service Manager aware of all situations through verbal communication and e-mail.
Assist the Guest Service Manager in the daily supervision and evaluation of Bell staff, Guest Service Agents, and Lead Agents.
Deliver exceptional guest service by assisting guests of Grand Canyon National Park lodges with efficient and professional check-in and check-out services utilizing the Opera Property Management System.
Use a sense of discretion and professionalism when handling guest complaints and accounts, make appropriate adjustments on accounts when warranted.
Assist in supporting efficient and timely guest communication at the Front Desk, via telephone, and through Canary and OTA messaging platforms.
Assist in maintaining and upholding front desk operations and hospitality standards to provide a high level of guest service.
Handle guest accounts properly including posting of charges, and collection of payment
Assist the Guest Service Manager in the Training of new front desk staff and assist in providing continual coaching to front desk staff.
Ensure that assigned staff is adhering to all Xanterra South Rim and NPS policies and procedures, including, but not limited to Lost & Found, Cash Handling, Risk, Sustainability, etc. standards.
Supervise and control rooms throughout shift to prevent double bookings, sleepers, and other room errors, and to maintain room control. Report out of order rooms to Maintenance and Rooms Department Management.
Continually monitor inventory between ORS and PMS to ensure oversells are not created.
Monitor the flow of information from shift to shift and day to day through the use of verbal communication, shift reports and desk notebook. Keep the Guest Service Manager aware of all situations.
Assist in monitoring cash flow and credit operations of the desk while maintaining accuracy in account handling and reconciling any discrepancies.
Direct the selling of rooms with special attention to up selling or discounting whenever needed.
Assist in the blocking, pre-registration and registration of all tours, VIPs and any other special attention guest.
Oversee all public areas and guest rooms. Maintain room inventory by keeping abreast of all revenue lost through out-of-order rooms, NAFS, and other maintenance problems. Resolve such problems in a timely basis with Maintenance, Housekeeping, and the Guest Service Manager.
Complete duties at other lodges on a regularly scheduled basis to stay informed about all lodges and procedures.
Other duties as assigned.