Front Desk Lead

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!

Job Summary:

The Front Desk Lead resolves guest concerns to the best of their ability calling on direct reports when necessary, in addition; assists Manager in the training of all front desk staff, and is responsible for performing all functions and responsibilities of a Guest Service Agent and Night Audit when needed. 

The Details:
Position Type: Full-Time, Year-Round
Pay: $18.55 per hour
Schedule: Typical schedule is 40 hours, 5 days/per week (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 (dormitory-style) 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

• Continually focus on providing exceptional guest service as a primary goal.
• Resolve all problems and complaints to guests’ satisfaction as quickly and efficiently as possible.
• Assist room attendants in resolving discrepancies and balancing; report outstanding discrepancies to Desk Manager or Assistant; approve adjustments and paid outs following established guidelines.
• Assist Front Desk Management in the training and supervision of all front desk staff; constantly monitor GSAs performance and appearance. Use GSA Training Manual and turn in all appropriate training documentation to H.R.
• Supervise and control rooms throughout shift to prevent double bookings, sleepers, and other room errors. Report out of order rooms to maintenance and Front Desk Manager.
• All functions and responsibilities of a Guest Service Agent and Night Audit when needed.
• Assist in the blocking, pre-registration and registration of all tours, VIPs and any other special attention guest.
• 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 Front Office Manager aware of all situations.
• Follow-up in all areas of desk operation i.e. Maintenance, Housekeeping, Fire/Security, Sales questions and guest requests.
• Responsible for the accurate & timely completion of all reports i.e. accident, etc.
• Ensure departmental adherence to all prescribed Company, statutory/regulatory policies 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.

Physical Requirements include:

• Constantly stand; frequently walk, and carry 10 lbs or less; occasionally sit, squat, kneel, bend and carry items heavier than 10 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.