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Lead Guest Service Agent

4 months ago

Grand Canyon, United States Xanterra Parks & Resorts Full time

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 Lead Guest Service Agent to Live. Work. Explore. at the south rim of the Grand Canyon

Job Summary:Assist with guest service and daily operations of a hotel front desk.

The Details:Position Type: Full-Time, Year-RoundPay: $17.30 per hourSchedule: May include weekends, evenings, and holidays.

Why Grand Canyon South Rim?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.

Life at the South Rim:

* Low-cost employee housing (dormitory-style) and 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

Benefits and Perks:

* Rec Center - Fitness Equipment, Computers, and Free WiFi
* Paid Day off on your birthday with restaurant & retail discounts
* Discounted mule rides
* Summer Property Olympics
* Free Grand Canyon Railway Train Rides
* Exclusive retail, lodging, and dining discounts at other Xanterra properties
* Generous benefit program for eligible employees
* 15% Verizon service/products discount
* $350 Referral Bonus Program
* The adventure of a lifetime

Responsibilities

* Continually focus on providing exceptional guest service as a primary goal at all Xanterra South Rim lodge front desks, both in how work is conducted and when interacting with guests.
* Resolve all problems and complaints to guests' satisfaction as quickly and efficiently as possible. This role will be a Manager on Duty for AM or PM Lead shifts that they are scheduled.
* Assist assigned GSAs in resolving discrepancies and balancing; report outstanding discrepancies to Guest Service Manager or Assistant; approve adjustments and paid outs following established guidelines.
* Monitor the flow of information from shift to shift and day to day through the use of verbal communication, shift reports and desk notebook. Keep the Guest Service Manager aware of all situations.
* Supervise and control rooms throughout shift to prevent double bookings, sleepers, and other room errors. Report out of order rooms to maintenance and Guest Service Manager.
* Direct the selling of rooms with special attention to up selling or discounting whenever needed.
* Assist in the blocking, pre-registration and registration of all tours, VIPs and any other special attention guest.
* Assist in the training and supervision of incoming GSAs; constantly monitor GSAs performance and appearance, report to Guest Service Manager as necessary.
* Follow up in all areas of desk operation i.e. Maintenance, Housekeeping, Fire/Security, Sales questions and guest requests.
* Adhere to, and enforce, all Xanterra South Rim and NPS policies.
* Complete duties and shifts at other lodges on a regularly scheduled basis to stay informed about all lodges and procedures.
* Other duties as assigned.

Qualifications

* Six months experience in a high volume Guest Service position (Hotel, Retail, Medical Office, Front Office, etc.).
* Ability to train, mentor and monitor new employees.
* Previous experience with Computers, Typing, and basic software (Microsoft Outlook, Word, Excel, etc.) Previous Opera experience preferred.
* Previous high volume cash handling and credit card processing experience.
* Ability to interact in a professional and courteous manner with a broad cross-section of guests.
* Previous Leadership experience preferred.

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.