HUALAPAI PREFERENCE

Position: Lead Concierge – Tour Counter

Department: Grand Canyon West

Classification: Non-Exempt

Salary Range: H5

Supervisor: Tour Counter Supervisor

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

Position Summary:

Sells tour selections and tickets to Grand Canyon West visitors. Accepts cash and credit payments and makes change appropriately. Answers all questions concerning tour packages, pricing, schedules, location, etc. Keeps daily sales reports of tours sold and cash received. Ensures outstanding customer service for guests and acts as a Hualapai ambassador. Acts as Lead and role model for team at tour counter. Provides assistance for escalated issues and assists in training new employees.

Knowledge and Abilities:

Demonstrated ability to interact with guests and tour groups and provide prompt, outstanding customer service while selling tour packages.

Demonstrated ability to understand questions being asked and provide detailed information regarding tour options.

Demonstrated ability to utilize and teach others to use ticketing software.

Exceptional ability to handle high volume cash and credit transactions and follow cash handling policies and procedures.

Demonstrated ability to communicate in a clear, concise manner, even when tour counter is busy and provide assistance for escalated issues or guests that are not happy.

Demonstrated ability to work in and foster a team environment, multi-task efficiently and maintain positive working relationships.

Knowledge of all Grand Canyon West locations and operations, Hualapai history and culture.

Duties & Responsibilities:

Greet guests arriving at the tour counter promptly being courteous, friendly and helpful. Provide detailed tour option information while trying to upsell add-on packages.

Utilize ticketing software to sell an array of tour packages and add-ons. Collect cash or process credit transactions accurately.

Follow proper cash and credit handling policies and procedures while completing transactions.

Respond to guests questions regarding Grand Canyon West, Hualapai Ranch, Skywalk, Hualapai River Running and Hualapai Lodge. 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.

Handle group and tour operator check in process.

Provide on the job training for new employees and act as role model for other team members.

Foster team environment and provide assistance in escalated issues or in handling difficult or unhappy guests.

Provide work direction to team members and fill in for supervisor in their absence.

Perform other work-related duties as assigned.

Qualifications:

Strong oral communication skills.

Valid Driver’s License with clean driving record preferred.

High School Diploma or GED.

Prior retail sales or high volume cash handling experience.

Preference given to Hualapai Tribal members.

Working Conditions:

Typical retail/sales counter environment with high transaction volume. May be required to stand for long periods of time. Must be able to work varying schedules, weekends and holidays.