Front Desk Manager - Full Time

				Overview:

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

Why Lodging?

Are you ready to make a lasting impact and be the first friendly face our guests see? Join our lodging team as a Frond Desk Manager, where you'll have the opportunity to create unforgettable experiences for every guest, build meaningful connections, and develop valuable skills in hospitality. With a dynamic work environment, great team support, and excellent staff this is your chance to be part of something truly special-while enjoying a rewarding career in the heart of the hospitality industry!

Job Summary:

The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring that all guest interactions reflect our service standards and align with Xanterra's Core Values. This role is key to delivering an exceptional guest experience through effective leadership, attention to detail, and a commitment to hospitality excellence. The Front Desk Manager provides ongoing supervision and support to the front desk staff, with responsibilities including staffing, training, scheduling, performance management, and fostering a positive, supportive team environment.

The Details:
Position Type: Full Time 

Pay: $47,736.00 Salaried Except

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. 
* Follows directives given by a qualified source (Lodging Director, Resort Operations Director, GM, etc.), responding in a timely and efficient manner. 
* Oversee all front desk operations, including guest check-in/check-out, room assignments, billing, and guest inquiries.
* Manage and resolve guest complaints and concerns promptly and professionally to ensure complete guest satisfaction. 
* Lead, train, schedule, and motivate front desk staff, ensuring high performance and adherence to hotel standards.
* Collaborate with housekeeping, engineering, and other departments to ensure seamless guest experiences.
* Monitor and manage room inventory and occupancy to optimize hotel revenue in collaboration with the Revenue and Reservations teams.
* Prepare and analyze front office reports, including occupancy, arrivals/departures, and guest feedback.
* Ensure front desk policies and procedures comply with hotel standards, and health and safety regulations.
* Maintain and enhance guest service quality, implementing improvements and initiatives where needed.
* Conduct regular staff meetings and performance reviews to support employee growth and maintain team morale.
* Handle VIP guest requests, group check-ins, and special event coordination as required.
* Is knowledgeable of and trains employees to have, complete knowledge of the Grand Canyon Railway Experience and the Grand Canyon Railway Hotel.
* Maintains a level of acceptable performance; to complete each task assigned in a professional, productive, and efficient manner.
* Works varied days and hours to include 9 hours per day, 40 to 45 hours per week, with anticipated additional hours/days when needed.
* Handles stressful situations in a public setting, and makes critical decisions quickly and decisively.
* Communicates intelligently, professionally, and positively with peers, subordinates, and the general public, (customers, potential customers, business associates, etc.)
* Executes the usage of the property management software in completing any and all transactions necessary with all reservations, and successfully trains front desk personnel to do the same.
* Demonstrates the ability to follow all money handling policies and procedures, enforcing with all staff and applying follow-up and corrective action when necessary.
* Executes and completes all functions related to the hiring of personnel including interviewing, PANs, New Hire Paperwork (FD new employee folder), thorough training of policies, procedures, Opera, guest service & HIGs, timely evaluations, monitoring of performance, etc.
* Executes and completes all functions related to any and all corrective actions involving subordinates including conversations, documentation for the department & HR, follow-up, etc.
* Recognizes problems and/or deficiencies with subordinates (attendance, conduct, procedural, etc.) and takes necessary actions to remedy such. 
* Learn all aspects of Opera, including the ability to quickly notice and correct errors in billing, continually check Booking.com & Expedia websites for new/adjusted reservations, create routing, etc. & answer guest reviews, assist in training all staff efficiently, follow-up on spec sheets with groups, ensuring that rooms are blocked, cleaned and all components ready for check-in and spec sheets match at check out. Work with Front Desk Manager to respond to accounting in a timely fashion to ensure all folios are closed properly and the guest ledger is clean daily.
* Create and maintain (for ordering purposes) acceptable pars for all equipment and materials essential to front desk operations including staff uniforms, registration cards, room keys, copier paper, key sleeves, etc.
* Other duties as assigned. 

Qualifications:

Minimum Qualifications:

* Associate's degree in hospitality management, Business Management or equivalent work experience in Hospitality Management experience.
* 3 Years of hotel front desk operations with at least 1 year of assistant manager or manager experience.
* Proficient in property management systems (e.g., Opera, OnQ, or similar PMS software).
* Proficiency in Microsoft Office Suite. 

Preferred Qualifications:

* Bilingual
* Experience managing front desk operations in a full-service or large-scale hotel with 200+ rooms and an average occupancy of 85%.
* Bachelor's degree or higher in Hospitality Management or equivalent work experience in Management Experience.
* Familiarity with revenue management principles and experience working with reservation/revenue teams.
* Knowledge of Williams AZ, Grand Canyon Railway, and Xanterra Travel Collections.

Physical Requirements:

* While performing the duties of this job, the employee is:
* Constantly listening, hearing, seeing, standing, walking, using eye/hand coordination, handling, and wrist motion.  
* Frequently walk and lift or carry up to 10 lbs.
* Occasionally sit, handle, reach outward, reach above shoulder, squat or kneel, lift/carry, and push or pull up to 50 lbs.
* Will be required to stand for long periods and to occasionally walk up flights of stairs.

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.
			

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