Guest Service Manager - Grand Canyon South Rim

Overview

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.

Position Type:
Full-Time, Year-Round
Pay: $47,736+ per year

Schedule:

Typical schedule is 40 hours, 5 days per week (may include weekends, evenings, and holidays)

Housing:
Eligible for a Private 1-Bedroom Apartment for $352 per month and $352 housing deposit.

We are a welcoming community who work hard, share a real passion for the environment, and enjoy crafting memorable experiences for our guests. As part of the Xanterra Travel Collection®, we are the primary authorized concessionaire at the Grand Canyon South Rim, and proud stewards of the park.

• On-site employee meals (cafeteria-style)
• Free on-site laundry facility, free shuttle service, and Wi-Fi (limited bandwidth)
• A fast-paced, exciting work environment with plenty of upward mobility and growth opportunities
• Meet people of all ages from all over the country and world!

• Medical, Dental, Vision
• Paid Time Off and Holidays
• Disability Insurance
• 401k with match
• Life and AD&D Insurance
• Employee Assistance Program
• Wellness Programs
• Learning and Development Programs

• Free Grand Canyon National Park pass
• Rec Center – Fitness Equipment, Computers, and Free Wi Fi
• Paid Day off on your birthday
• Discounted mule rides
• Free Grand Canyon Railway Train Rides
• Retail, Lodging and Travel Discounts
• Planned employee trips and activities
• $350 Referral Bonus Program
• The adventure of a lifetime!

• 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.
• 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.…