HUALAPAI PREFERENCE

Position: Tour Counter Supervisor

Department: Grand Canyon West

Classification: Non-Exempt

Salary Range: H5

Supervisor: Manager - Tour Counter

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

Position Summary:

Supervises a team of Tour Counter Concierge who sell 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. Responsible for completion of daily sales reports of tours sold and cash received. Ensures outstanding customer service for guests and acts as a Hualapai ambassador. Handles escalated issues and trains new employees.

Knowledge and Abilities:

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

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 and train others on selling and up-selling methods.

Ability to lead, coach, train, develop and motivate tour counter employees to ensure customer expectations are exceeded and handled promptly, accurately and courteously.

Demonstrated ability to communicate in a clear, concise manner and handle escalated issues or guests that are not happy.

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

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

Duties & Responsibilities:

Direct supervision of tour counter teams.

Provide detailed tour option information and respond to all guest and employee 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.

Proficient in utilizing ticketing software to train employees on its use.

Responsible for team’s proper cash and credit handling policies and procedures and daily sales reports.

Perform regular and timely Performance Evaluations discussions and documentation with members of team and promote team environment while providing individual growth opportunities for Direct Reports.

Provide guests information and train new employees about Hualapai history, culture and information about the reservation. Ensure all customer interactions are prompt, accurate and courteous.

Oversee the handling of groups and tour operators check in process.

Provide on the job training for new employees.

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

Ensure that all communications are shared with employees in a timely and accurate manner, as appropriate.

Keep the Manager apprised of all issues and fill in for the Manager in their absence.

Perform other work-related duties as assigned.

May need to supervise various locations, such as Dolan Springs Chevron Ticketing, Terrible’s Chevron Ticketing, Main Terminal Tour Counter, and Main Terminal Gift Shop.

Qualifications:

Strong oral and written 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. Must be able to work varying schedules, weekends and holidays.