Front Desk Lead- Full Time

Overview

Join our Lodging team at the Grand Canyon Railway and Hotel!

Why Lodging?

As a Front Desk Lead in lodging, you're the heartbeat of guest experience-welcoming travelers with warmth, ensuring smooth check-ins, solving issues with ease, and leading your team with confidence. It's a dynamic role where hospitality meets leadership, and every day is a chance to make someone's stay unforgettable.

Job Summary:

Assist with the operation of the front desk in a manner that ensures exceptional and professional guest service in a friendly and secure environment. Work with management to train the front desk staff, performing all functions and responsibilities of a Guest Service Agent and Night Audit.

The Details:Position Type: Full-Time

Pay: $19.00 per hour

Life at the Grand Canyon Railway:

• No employee housing available
• 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 gym and pool access
• Free train tickets
• Free entry to Bearizona
• Exclusive retail and dining discounts at GCR and other Xanterra properties
• The adventure of a lifetime!

Responsibilities

• Fully understand and support Xanterra's Mission Statement, Cultural Pillars, Community Commitment and Core Values.
• Maintains a positive attitude and always displays exceptional guests service standards.
• Direct the selling of rooms with special attention to up selling whenever possible.
• Supervise and control rooms throughout shift to prevent double bookings, sleepers, and other Opera errors, maintain control. Review and report out of order/service/pick up rooms to maintenance and front desk management.
• Assist in the blocking, pre-registration and registration of all tours, VIPs and any other special attention guest; ensure that rooms are inspected prior to arrival for all VIPs.
• Assist assigned Guest Service Agents in resolving discrepancies and balancing; report outstanding discrepancies to Manager on Duty; approve adjustments and paid outs following established guidelines; follow-up on all open folios for individuals & groups, balancing and checking out in a timely manner.
• Continually monitor Expedia & Booking sites for guest reviews, reservations, etc. that may need attention. Add routing on Expedia; use sites when needed for credit card information, etc. to properly close out folios. Work with management to help sell out rooms, paying close attention to meeting revenue budget daily.
• Ensures adherence and compliance with the company's fuel card and Key policies and procedures when issuing cards or keys out to employees.
• Assist in the training and supervision of incoming GSAs; constantly monitor GSAs performance and appearance, report to Manager on Duty as necessary.
• Follow up and react quickly in all areas of desk operation i.e. Maintenance, Housekeeping, Fire/Security, emergency situations, sales questions and guest requests, adhere to all Money Handling policies & procedures and monitor all staff to do the same, reporting issues to management when violations occur.
• Works to become proficient with night audit shifts (this may require additional training on the night audit shifts); and is willing and able to cover night audit shift(s) during vacations or in the event of an emergency or scheduling conflicts.
• Monitor the flow of information from shift to shift and day to day using verbal communication, shift reports. Keep Front Desk Management aware of all situations using email, verbal or phone communication, depending on circumstances.
• Adhere to all Xanterra's lost and found policies and procedures, monitoring staff to do the same.
• Resolve all problems and complaints as quickly and efficiently as possible or find a manager who can.
• In the absence of the Front Desk Manager and/or Assistant Front Desk Manager, or Supervisor, this position is expected to serve as the principal person in charge and will be asked to make decisions concerning the welfare and safety of the hotel, its guests, and its employees, calling on your direct reports when necessary.
• Other duties as assigned.

Qualifications

Minimum Qualifications:

• Previous front desk and reservation experience in a high-volume hotel operation.
• Previous cash handling and credit card processing experience.

Preferred Qualifications:

• Knowledge of rooms and hotel layout on GCR property, including general knowledge of Xanterra Grand Canyon services with the ability to convey information to the guests.

Basic Competencies:

• Verbal comprehension (understands oral and written communications follow detailed direction).
• Attention to Detail skills (minimize the risk of error).
• Communication skills (clear instructions/directions), professional interpersonal skills.
• Reasoning skills (problem solving and troubleshooting skills).
• Multi-tasking and prioritization skills.
• Basic math skills.

Physical Requirements:

While performing the duties of this job, the employee is:

• Constantly listening, hearing, seeing, standing, walking, using eye/hand coordination, handling, wrist motion.
• Frequently walk and lift/carry up to 10lbs.
• Occasionally sit, handle, reach outward, reach above shoulder, squat/kneel, lift/carry and push/pull up to 100lbs.
• Will be required to stand for long periods and to occasionally walk up/down flights of stairs.

Xanterra Parks & Resorts Grand Canyon Railway (GCR) "We are an Equal Opportunity Employer, Female/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity."