Assistant Passenger Service Manager - Full time

Live. Work. Explore. as a part of our Transportation team the Grand Canyon Railway and Hotel!

Located in Williams, Arizona, the historic Grand Canyon Railway and Hotel is the place to get your career on the right track! Open year-round, the Grand Canyon Railway operates scenic train rides, a full-service restaurant, pub, retail shops, and 3-diamond hotel. No matter what your job is, you will play an essential role in providing warm and friendly hospitality to all our guests.

We’re hiring- all aboard for a fun and exciting job!

Job Summary:

Under the direction of the Passenger Services (PS) Manager, the Assistant Passenger Services Manager is responsible for ensuring the staff in train passenger services and ticket counter operations are providing quality service that creates memorable experiences and exceeds guest expectations when our passengers are obtaining ticket vouchers and while on-board the Grand Canyon Railway train. The position will also oversee the continual training and development of the staff to meet company and department requirements.

The Details:
Position Type: Year- round ( Salaried Excempt) 

Why the Grand Canyon Railway?
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 proud to offer these unique Grand Canyon experiences.

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!

• Fully understand and support Xanterra's Mission Statement and Core Values.                   
• Responsible for effectively enforcing all Xanterra and Grand Canyon Railway hospitality standards, procedures, policies, and environmental programs.
• Responsible for monitoring work hours, ensuring proper staffing levels, and controlling labor hours in train passenger services and ticket counter operations.
• Responsible for monitoring the performance of assigned personnel and the appearance of the work areas; ensuring personnel are trained in their work duties and responsibilities; delegating work assignments and following up to completion, assisting with guest seating reassignments:
• Responsible for working closely with supervisory staff to ensure that the personnel are effectively being monitored and evaluated to ensure an individual’s performance is acceptable, and to complete performance evaluations.
• Responsible for compliance with all health and safety regulations, enforcing sanitary practices, and reporting train maintenance and repair issues to the conductor.
• Recognizes problems and/or deficiencies with subordinates (attendance, conduct, procedural, etc.) and takes necessary corrective actions.
• Uses good judgment in decision-making regarding passenger safety and employee performance. Communicating professionally and positively to work effectively with others, motivate employees, and elicit work output. Must have excellent problem-solving skills and the ability to learn when to follow normal policies and procedures and when to make exceptions.
• Works varied days and hours, including weekends, and the ability to work approximately 10 +/- hours per day and 40+ hours per week with or without prior notice as needed to ensure necessary objectives are achieved
• Learns all aspects of Opera, including the ability to quickly notice and correct errors in billing.
• Perform routine periodic walk-throughs in work areas and work closely with supervisory staff to ensure all levels of guest service, train safety, OPERA operations, and training are being provided to personnel.
• Responsible for knowledge of the daily reports needed for operations within the departments, to include daily hotel arrivals, manifest for next day train, counterbalance, and outstanding payment reports.
• Responsible for understanding and adhering to all Ecologix prescribed Environmental Management Systems (EMS) policies and corporate commitments to maintain ISO 14001 goals and guidelines; reduce, reuse, and recycle program.
• Learn all aspects of the Cloud suite, including HR components and Ordering Requisitions.
• Learn all aspects of Kronos to successfully process payroll approvals daily and for payroll closing purposes. Process Time Off requests, lunch logs, and group tips.
• Other duties as assigned. 

• 3 years of previous customer service experience in transportation or related field.
• 3 years of demonstrated leadership experience in transportation or a related field, with responsibility for supervising, coaching, and scheduling teams of 30 or more employees, or an equivalent combination of education and experience.
• Proficiency in Microsoft Office Suite
• Must possess a valid/clear Arizona Driver’s License and be able to comply with the Xanterra/GCR Vehicle Policy.

Preferred Qualifications:

• Experience with Hotel Property Management Software
• Previous Bartending Experience
• Knowledge of Williams and surrounding areas
• Bi-lingual (English/other) language skills a plus.

Physical Requirements:

• Constantly listening, hearing, seeing, and speaking.
• While performing the duties of this job, the employee is constantly handling items up to 20bs.
• Frequently standing, walking, sitting, reaching outward, climbing, and bending.
• Occasionally reaching above shoulders, crawling, squatting/kneeling, carrying items weighing up to 50 lbs. and pushing/pulling up to 100 lbs.
• Will be required to stand and walk for long periods on cement floors and to occasionally walk on uneven surfaces and onboard a moving train.

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.