Front Desk Supervisor

HUALAPAI PREFERENCE


Position: Front Desk Supervisor Lodge


Department: Hualapai Lodge


Classification: Non-Exempt


Salary Range: H5


Supervisor: Hotel Manager Lodge


Disclaimer: Position Description is not meant to encompass all aspects of position, other duties may be assigned.

Position Summary:


Supervises the Lodge front desk employees who handle accommodation reservations, check-ins and payments. Ensures that the team is providing outstanding customer service and operations are running smoothly. Answers all questions concerning Hualapai tourism options and Hualapai history and culture. Acts as a Hualapai ambassador.

Knowledge and Abilities:

1. Demonstrated ability to communicate effectively and interact with guests, tour groups and staff in a clear, concise manner providing prompt, outstanding customer service.
2. Demonstrated ability to understand questions being asked and provide detailed information regarding tourism options.
3. Demonstrated ability to handle high cash and credit transactions and follow cash handling policies and procedures.
4. Demonstrated ability to foster a team environment, multi-task efficiently and maintain positive working relationships.
5. Demonstrated ability to handle difficult customer situations and resolve issues.
6. Knowledge of Grand Canyon West locations, Hualapai River Running and Hualapai history and culture.
7. Demonstrated ability to use appropriate computer software.
8. Ability to lead, coach, train and develop front desk staff.

Duties & Responsibilities:

1. Direct supervision of front desk employees. Coordinate daily work schedules and assist team as necessary.
2. Lead, coach, train, develop and motivate team.
3. Perform regular and timely Performance Evaluation discussions and documentation with members of team and promote team environment while providing individual growth opportunities.
4. Ensure all communications are shared with employees in a timely and accurate manner, as appropriate.
5. Foster a team environment, multi-task efficiently and maintain positive working relationships.
6. Greet and interact with guests arriving at the Lodge promptly being courteous, friendly and helpful. Provide tourism option information.
7. Handle guest and group check-ins and check-outs.
8. Follow proper cash and credit handling policies and procedures while completing transactions.
9. Assist Hotel Manager in overseeing the Gift Shop, ensuring cleanliness, adequate stock, selection of stock and purchasing. Use Gift Shop POS system to assist in providing reports and completing monthly and year end inventories.
10. Respond to guests questions regarding Grand Canyon West and Hualapai River Running Provide information concerning cost of tours, length of tours, tour operating hours, seasons of operation, weather, pricing discounts, etc.
11. Provide guests information concerning Hualapai history and culture.
12. Provide outstanding customer service.
13. Handle difficult customer situations and resolve promptly.
14. Keep the Hotel Manager apprised of all issues and concerns.
15. Perform other work-related duties as assigned.

Qualifications:

1. Good oral and written communication skills with strong interpersonal skills.
2. High School Diploma or GED.
3. Prior cash handling or customer service experience.
4. Computer literate.
5. Preference given to Hualapai Tribal members.
6. This position requires proof of COVID-19 Vaccination.

Working Conditions:


Hotel lobby and office environment. Must be able to work varying schedules, split shifts, weekends and holidays.

Applicant must pass a pre-employment drug screen and extensive background check may be required. All applicants are considered without regard to age, sex, race, national origin, religion, marital status, sexual orientation or physical disability. However, preference may be given to persons of Indian descent in accordance with Public law 88-353, Section 703 (7-2-71) and Public Law 93-638, Section 7B