Job Description

Overview:

Live. Work. Explore. as a part of our Lodging team at The Grand Hotel at the Grand Canyon!

Are you enthusiastic about caring for the comfort of guests while creating memories that last a lifetime? The Grand Hotel at The Grand Canyon - the only 3-diamond hotel in Tusayan, Arizona - has 121 standard and deluxe rooms, a retail store and the Canyon Star Steakhouse and Saloon. No matter what your job is, you play an essential role in providing warm and friendly hospitality to our guests!

We're hiring a Guest Services Manager to Live. Work. Explore. just one mile from the entrance to the iconic south rim of Grand Canyon National Park!

Job Summary:

The Guest services Manager manages the hotel front office operations, sets and maintains high standards for the Rooms department by ensuring organization and communication between the front desk and housekeeping, resulting in quality guest service. This position will serve as a principal manager on duty and will be asked to make decisions in all things concerning the welfare and safety of the hotel, its guests, and its employees.

The Details:

Position Type: Full-Time, Year-Round

Pay: $55,000 per year

Schedule: May include weekends, evenings, and holidays.

Why The Grand Hotel at the Grand Canyon?

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 only 3-diamond hotel in the region and one of the few area hotels with an indoor heated swimming pool and hot tub.

Life at The Grand Hotel:

Low-cost employee housing and on-site employee meals (cafeteria-style) Free on-site laundry facility, free shuttle service, Wi-Fi, and satellite TV 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!

Benefits and Perks:

Free entry to Grand Canyon National Park Free Grand Canyon Railway Train rides Planned employee trips and activities Exclusive retail and dining discounts at The Grand Hotel and other Xanterra properties 15% Verizon service/products discount Access to hotel fitness center and pool $350 Referral Bonus Program The adventure of a lifetime!

Responsibilities:
Fully understand and support Xanterra Mission Statement and Core Values and maintain and uphold all front desk operations while setting the standards of high guest service. Continually focus on providing exceptional guest service as a primary goal, both in how work is conducted within Rooms Department and when interacting with guests. Ensure adherence for self, and all assigned staff, to all prescribed Company, statutory/regulatory policies, and procedures such as Hospitality Standards, Sustainability, and Health & Safety (EHS) etc. Provide daily supervision of all staff members and ensure proper guest service is provided at the hotel/lodge. Use good judgement and professionalism when managing guest complaints Perform training as required for staff where needed to ensure staff are providing exceptional service; review tracking/filing of front desk staff training for compliance. Organize employee schedules, monitor and evaluate employee performance, and lead front desk staff. Responsible for collaborating and developing improvement plans, monitoring progress and delegating employee assignments. Assist Senior Lodging Manager in monitoring and consistently evaluating job performance of all relevant Rooms Staff. Document thoroughly employees' performance or attendance issues and communicate through verbal and/or email with Manager/Director. Continually maintain quality communication with employees on all relevant topics. This can include all aspects of performance management, operational/company updates, Xanterra Travel Collection direction and managing employees' internal guest service. Assist with maintaining full control of all aspects of the rooms department. Monitoring rooms throughout shift to prevent double bookings, sleepers, computer errors, key control, shift reports, monitoring maintenance issues, housekeeping status etc. Ensure appropriate follow up of all areas of the front desk. Work closely with support staff in Accounting, Sales and/or Senior Lodging Manager on tour group bookings, VIP rooms, special requests, rooming lists, and billing and/or billing errors were necessary. Monitoring, tracking, addressing, managing, etc. all guest feedback through all Xanterra approved channels; report all relevant information to the Senior Lodging and Operations Managers where appropriate. Assume all functions and responsibilities of a Front Desk Agent, Lead, Night Audit, Supervisor, Inspector, etc. when necessary. Maintain quality communication with department heads across all outlets on relevant topics. Such as changes in operations, maintenance requests, issues that impact in-house guests, etc. Other duties as assigned.

Qualifications:
Possess sufficient experience and technical expertise in all functions of the front office acquired through at least 1-years management or lead experience preferably in guest service setting. Proficiency with Microsoft Office, Outlook, Opera PMS and other software used for Rooms Department.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.