Customer Service Ops Manager

HUALAPAI PREFERENCE

Position: Customer Service Operation Manager
Department: Grand Canyon West
Classification: Exempt
Salary Range: S5
Supervisor: General Manager

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


Position Summary:
Manages the Greeter Ambassador Operation at Grand Canyon West. Responsible for services provided by the Greeters Ambassadors, ensuring that all guests receive the highest level of customer service and that information is being provided in a courteous, friendly and personable manner. Responsible for financial oversight of operations and leading, coaching and developing Customer Service employees.

Duties & Responsibilities:
1. Responsible for all Greeter Ambassador operations at Grand Canyon West.
2. Develop, communicate and implement all Greeter Ambassador policies and procedures. Monitor policies and procedures, watching for possible need to change and improve in order to meet company objectives and ensure outstanding customer service is being provided to guests.
3. Perform regular and timely Performance Evaluation discussions and documentation with members of team and promote team environment while providing individual growth opportunities for Direct Reports. Hold Supervisors accountable for completing Performance Evaluations and discussions.
4. Responsible for meeting all training needs of operation.
5. Responsible for financial, budgetary and business related manners of operation.
6. Foster a team environment, multi-task efficiently and maintain positive working relationships.
7. Provide guests information and see that all new employees are trained and comfortable regarding their roles as Hualapai emissaries.
8. Keep General Manager - GCW apprised of all issues.
9. Ensure that all communications are shared, as appropriate, with employees in a timely and accurate manner.
10. Perform other work-related duties as assigned.

Knowledge and Abilities:

1. Prior leadership experience in providing customer service.
2. Ability to make financial, budgetary and business decisions related to Greeter operations.
3. Demonstrated ability to interact with guests and provide prompt, outstanding customer service.
4. Demonstrated ability to communicate in a clear, concise manner and handle escalated issues. Ability to remain calm and focused under pressure.
5. Demonstrated ability to discuss and demonstrate traditional life ways and customs of the Hualapai people. Ability to teach new ambassadors to feel comfortable in their role.
6. Demonstrated ability to lead, coach, train, develop and motivate employees and supervisors. Foster a team environment, multi-task efficiently and maintain positive working relationships.
7. In-depth knowledge of Grand Canyon West locations and operations, Hualapai history and culture.

Qualifications:
1. Good oral and written communication skills and strong interpersonal skills.
2. Valid Drivers License with clean driving record preferred.
3. High School Diploma or GED.
4. Prior Customer Service Leadership experience.
5. Preference given to Hualapai.

Working Conditions:
Position may require ability to work outdoors occasionally. Must be able to work varying schedules, weekends and holidays. Occasional travel may be required.