Guest Service Manager - Grand Canyon South Rim

Xanterra Travel Collection•GRAND CANYON, AZ

2d•Onsite

About The Position

Live. Work. Explore. as a part of our Lodging team in Grand Canyon National Park! Grand Canyon National Park Lodges operates 6 hotels, 7 retail shops, and various restaurants and dining facilities in the historic Grand Canyon Village. No matter what your job is, you will be a proud steward of the park and play an essential role in providing warm and friendly hospitality to our guests! As one of the Seven Natural Wonders of the World, Grand Canyon National Park is a place of remarkable beauty, peace, scenic grandeur and top-notch hospitality. We’re hiring a Guest Service Manager to Live. Work. Explore. at the south rim of the Grand Canyon! Control front office operations of their assigned lodge/hotel and set the standards for desk organization and function, resulting in quality guest service.

Requirements

Three years rooms, lodging or operation management experience in a high volume, high occupancy large scale resort/hotel.
Ability to direct new personnel and maintain an on-going training program.
Ability to accommodate diverse guest clientele in a variety of situations.
Demonstrated excellence in written and verbal communication; problem solving and analytical skills.
Possess valid Arizona Driver’s License and comply with Xanterra South Rim Company Vehicle Policy.

Responsibilities

Supervise staff daily by working alongside the team and constantly evaluate job performance of Bell staff, Guest Service Agents, Lead Agents, Assistant Guest Service Manager.
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.
Schedule for front desk and bell coverage according to business demands in an effort to establish an efficient and economical operation.
Use a sense of discretion and professionalism when handling guest complaints, make appropriate adjustments on accounts when warranted.
Ensure efficient and timely guest communication at the Front Desk, via telephone, and through Canary and OTA messaging platforms.
Maintain and uphold all Front of the House operations and hospitality standards while setting the standards of high guest service.
Handle guest accounts properly including posting of charges, and collection of payment.
Coordinate the training of new employees and the continual coaching of front desk staff. Conduct annual reviews for assigned staff and administer corrective action as necessary.
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.
Hold team members accountable throughout proactive and professional progressive discipline and coaching opportunities to improve overall experience at unit.
Track employee attendance via established procedure.
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.
Maintain the shift log and respond to issues and occurrences noted. Complete End of Month reports to track items, revenue, Grand Canyon Conservancy donations, etc from the units.
Monitor 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.
Coordinate the blocking, pre-registration and registration of all tours, VIPs and any other special attention guest.
Maintain open communications between all departments, Rooms Office and unit staff/management members to ensure issues are reported and resolved.
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 Rooms Department.
Other duties as assigned.