Guest Service Manager - Grand Canyon South Rim

XANTERRA TRAVEL COLLECTION; Arizona; On-site; USD 43,000 - 53,000; Full time

Benefits offered by this job

Free Grand Canyon National Park pass

Retail, lodging and travel discounts

Planned employee trips and activities

Birthday off

Job summary

Xanterra Travel Collection Grand Canyon National Park Lodges is looking for a Guest Service Manager to oversee front office operations at the Grand Canyon Village South Rim. You will lead the desk team, ensure efficient check-in/out, and uphold high hospitality standards.

This full-time role offers a 40-hour week, year-round schedule, and housing options nearby. Benefits include medical, PTO, retirement, and park perks.

Qualifications

• Three years of rooms, lodging or operations management experience in a high-volume resort.
• Experience directing new personnel and sustaining ongoing training.
• Ability to serve diverse guest clientele in various situations.
• Excellent written and verbal communication, problem solving and analytical skills.
• Valid Arizona driver’s license and compliance with company policies.

Responsibilities

• Supervise front desk and bell staff daily.
• Assist guests with efficient check-in/check-out using Opera PMS.
• Schedule front desk and bell coverage according to business needs.
• Handle guest complaints with discretion and appropriate account adjustments.
• Maintain high hospitality standards and timely guest communications.
• Oversee cash handling and posting of charges; ensure accuracy.
• Coordinate staff training and annual performance reviews.
• Ensure adherence to park and company policies across units.
• Track attendance and manage room inventory to prevent oversells.
• Prepare End of Month reports detailing revenue and unit activity.

Skills

People management

Training & coaching

Guest service excellence

Written & verbal communication

Driver's license (AZ)

Tools

Opera PMS

Job description

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!

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.

The Details

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.

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

• 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

• 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

Perks

• Free Grand Canyon National Park pass
• Rec Center – Fitness Equipment, Computers, and Free WiFi
• 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!

Responsibilities

• 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. Complete End of Month reports to track items, revenue, Grand Canyon Conservancy donations, etc from the units.
• Monitor cash flow and credit operations of the desk while maintaining accuracy in account handling and reconciling any discrepancies.
• Direct the selling of rooms with special attention to up selling or discounting whenever needed.
• Coordinate the blocking, pre-registration and registration of all tours, VIPs and any other special attention guest.
• Maintain open communications between all departments, Rooms Office and unit staff/management members to ensure issues are reported and resolved.
• Assist in the blocking, pre-registration and registration of all tours, VIPs and any other special attention guest.
• Oversee all public areas and guest rooms. Maintain room inventory by keeping abreast of all revenue lost through out-of-order rooms, NAFS, and other maintenance problems. Resolve such problems in a timely basis with Maintenance, Housekeeping, and Rooms Department.
• Other duties as assigned.

Qualifications

• 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.

Physical Requirements include:

Frequently: Stand, handle, reach outward, lift/carry up to 10 lbs.

Constantly: Walk, sit, reach above shoulders, squat/kneel, bend, lift/carry up to 100 lbs., push/pull up to 100 lbs.

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.