Passenger Service Assistant Manager

Overview

Join our Passenger Services team at the Grand Canyon Railway and Hotel! Are you a motivated leader with a passion for customer service, developing teams, and a love for iconic destinations? If so, then the Assistant Passenger Service Manager position might be the job for you!

Make traveling to the Grand Canyon your career with advancement opportunities, great benefits, and a leadership role in a truly unique operation—what more could you want!

The Assistant Passenger Services Manager is responsible for ensuring the staff in train passenger services and ticket counter operations are providing quality service that creates memorable experiences and exceeds guest expectations when our passengers are obtaining ticket vouchers and while on board the Grand Canyon Railway train. The position will also oversee the continual training and development of the staff to meet company and department requirements.

Position Type:
Year‑round

Wage:
Salary Exempt (Depending on experience)

• A fast‑paced, exciting work environment with plenty of upward mobility and growth opportunities.
• Exclusive retail and dining discounts at GCR and other Xanterra properties.
• Free gym and pool access.
• Free train tickets.

• Fully understand and support Xanterra's Mission Statement and Core Values.
• Responsible for effectively enforcing all Xanterra and Grand Canyon Railway hospitality standards, procedures, policies, and environmental programs.
• Responsible for monitoring work hours, ensuring proper staffing levels, and controlling labor hours in train passenger services and ticket counter operations.
• Responsible for monitoring the performance of assigned personnel and the appearance of the work areas; ensuring personnel are trained in their work duties and responsibilities; delegating work assignments and following up to completion, assisting with guest seating reassignments.
• Responsible for working closely with supervisory staff to ensure that the personnel are effectively being monitored and evaluated to ensure an individual’s performance is acceptable, and to complete performance evaluations.
• Responsible for compliance with all health and safety regulations, enforcing sanitary practices, and reporting train maintenance and repair issues to the conductor.
• Recognizes problems and/or deficiencies with subordinates (attendance, conduct, procedural, etc.) and takes necessary corrective actions.
• Uses good judgment in decision‑making regarding passenger safety and employee performance; communicating professionally and positively to work effectively with others, motivate employees, and elicit work output. Must have excellent problem‑solving skills and the ability to learn when to follow normal policies and procedures and when to make exceptions.
• Works varied days and hours, including weekends, and the ability to work approximately 10 +/- hours per day and 40+ hours per week with or without prior notice as needed to ensure necessary objectives are achieved.
• Learns all aspects of Opera, including the ability to quickly notice and correct errors in billing.
• Perform routine periodic walk‑throughs in work areas and work closely with supervisory staff to ensure all levels of guest service, train safety, OPERA operations, and training are being provided to personnel.
• Responsible for knowledge of the daily reports needed for operations within the departments, to include daily hotel arrivals, manifest for next day train, counterbalance, and outstanding payment reports.
• Responsible for understanding and adhering to all Ecologix prescribed Environmental Management Systems (EMS) policies and corporate commitments to maintain ISO 14001 goals and guidelines; reduce, reuse, and recycle program.
• Learn all aspects of the Cloud suite, including HR components and Ordering Requisition s.
• Learn all aspects of Dayforce to successfully process payroll approvals daily and for payroll closing purposes. Process Time Off requests, lunch logs, and group tips.
• Other duties as assigned.

• 3 years of previous customer service experience in transportation or related field.
• 3 years of demonstrated leadership experience in…