Guest Services Manager - Grand Canyon South Rim

Xanterra Travel Collection•GRAND CANYON, AZ

6d•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! Job Summary: 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

Continually focus on providing exceptional guest service as a primary goal, both in how work is conducted and when interacting with guests; supervise staff to ensure they adhere to the established standards.
Supervise staff daily and constantly evaluate job performance of Bell staff, Guest Service Agents, Lead Agents, Assistant Guest Service Manager.
Schedule for front desk and bell coverage according to business demands in an effort to establish an efficient and economical operation.
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.
Hold team members accountable throughout proactive and professional progressive discipline and coaching opportunities to improve overall experience at unit.
Track employee attendance as needed.
Follow established front desk procedures in carrying out of duties. Handle guest accounts properly including posting of charges, and collection of payment.
Follow Xanterra security policies and procedures in the handling and divulging of all company and guest information. Maintain strict guest security in controlling keys and issuing keys.
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.
Maintain the shift log and respond to issues and occurrences noted.
Monitor cash flow and credit operations of the desk while maintaining accuracy in account handling and reconciling any discrepancies.
Maintain and uphold all Front of the House operations while setting the standards of high guest service.
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.
Use a sense of discretion and professionalism when handling guest complaints, make adjustments on accounts when warranted.
Maintain open communications between all departments, Rooms Office and unit staff/management members to ensure issues are reported and resolved.
Other duties as assigned.