Hotel Operations Manager

HUALAPAI PREFERENCE Position: Hotel Operations Manager – Lodge Department: Hualapai Lodge Classification: Non-Exempt Salary Range: S4 Supervisor: General 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.
Provides leadership and support to all front office personnel and ensures proper completion of all front office duties in accordance with hotel policies and procedures.
Will be required to handle complaints, problem solving, disturbances, special requests and any other issues that may arise.
Answers all questions concerning Hualapai tourism options and Hualapai history and culture.
Acts as a Hualapai ambassador.
Knowledge and Abilities: Demonstrated ability to communicate effectively and interact with guests, tour groups and staff in a clear, concise manner providing prompt, outstanding customer service.
Demonstrated ability to understand questions being asked and provide detailed information regarding tourism options.
Demonstrated ability to handle high cash and credit transactions and follow cash handling policies and procedures.
Demonstrated ability to foster a team environment, multi-task efficiently and maintain positive working relationships.
Demonstrated ability to handle difficult customer situations and resolve issues.
Accounting knowledge of recordkeeping, account reconciliations and reports and use of accounting software such as excel and spreadsheet maintenance.
Knowledge of Grand Canyon West locations, Hualapai River Running and Hualapai history and culture.
Demonstrated ability to use appropriate computer software.
Ability to lead, coach, train and develop front desk staff.
Duties & Responsibilities: Direct supervision of front desk employees, gift shop and cashier employees, maintenance staff, shuttle driver(s).
Supervision of housekeeping and call center staff when management and/or supervisors are not available.
Coordinate daily work schedules and assist team as necessary.
Work with HR Training & Development to implement and plan Customer Service Training and operating systems training.
Verify daily cash drops and log and prepare daily deposits for Lodge.
Review daily audits for accuracy.
Maintain accounts receivable and accounts payable records.
Post to Budget Ledger Spreadsheet and submit invoices to Corporate.
Handle General Manager’s Account, including disbursements, checkbook and account reconciliation for funds replenishment from Corporate.
Responsible for daily counting of house funds and requesting currency and coin orders.
Maintain Lodge ATM, verifying currency count, currency orders and loading machine.
Follow proper cash and credit handling policies and procedures while completing transactions.
Provide credit card processing companies’ pertinent information regarding chargebacks or issues.
Perform regular and timely Performance Evaluation discussions and documentation with members of team and promote team environment while providing individual growth opportunities.
Ensure all communications are shared with employees in a timely and accurate manner, as appropriate.
Foster a team environment, multi-task efficiently and maintain positive working relationships.
Greet and interact with guests arriving at the Lodge promptly being courteous, friendly and helpful.
Provide tourism option information.
Team with the Call-Center to be aware of large group check-ins and check-outs.
Follow proper cash and credit handling policies and procedures while completing transactions.
Responsible for 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.
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.
Provide guests information concerning Hualapai history and culture.
Provide outstanding customer service.
Handle difficult customer situations and resolve promptly.
Assist guests in all aspects pertaining to the check-in/check-out process and related questions.
Keep the General Manager apprised of all issues and concerns.
Perform other work-related duties as assigned.
Qualifications: 3 years prior leadership experience in Hospitality or related industry required Good oral and written communication skills with strong interpersonal skills.
High School Diploma or GED required.
Bachelor’s degree in Hospitality preferred.
Prior cash handling or customer service experience.
Computer literate.
Preference given to Hualapai Tribal memebers.
Working Conditions: Hotel lobby and office environment.
Must be able to work varying schedules, split shifts, weekends and holidays.