Passenger Services Supervisor - Year-Round

Live. Work. Explore. as a part of our Railway Operations 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:

The Passenger Service Supervisor is responsible for ensuring the Passenger Service Attendants and Ticket Agents are providing services that create memorable experiences and exceed guest expectations while on board the Grand Canyon Railway train and ticketing office.

The Details:
Position Type: Full-Time, Year-Round

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
• Generous benefit program including medical, dental, and vision coverage, paid time off, and more!
• 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!

Responsibilities:

• Fully understand and support Xanterra's Mission Statement and Core Values.
• Responsible for effective enforcement of all Xanterra and Grand Canyon Railway hospitality standards, procedures, policies, and environmental program cultural pillar.
• Ability to learn and maintain knowledge about the Grand Canyon Railway and Grand Canyon National Park
• Accommodates our guests following established guidelines and in a professional manner, effectively handles stressful situations in a public setting and resolves guest-related problems in a professional manner.
• Establishes and maintains effective professional working relationships with staff, co-workers, directors, and other departments, working together in a positive work environment.
• Responsible for supervising the training of employees, monitoring work hours, assigning passenger cars, directing the work, monitoring, maintaining, and evaluating his/her acceptable level of performance.
• Performing as a Passenger Services Attendant as needed.
• Responsible for supervising Ticket Agent personnel (including but not limited to training of employees, monitoring work hours, assigning seating assignments on passenger cars, directing the work, monitoring, maintaining, and evaluating his/her acceptable level of performance.
• Responsible for understanding and adhering to all prescribed Environmental Management Systems (EMS) policies and corporate commitments to maintain ISO 14001 goals and guidelines; reduce, reuse, and recycle program.
• Handles bio-hazard clean-ups.
• Maintains organization and flexibility in carrying out daily job duties.
• Ability to be a strong team player and always communicate professionally with guests and co-workers.
• Practices good judgment when making decisions regarding guest service.
• Effectively handles stressful situations in a public setting and professionally resolves guest-related problems.
• Establishes and maintains effective professional working relationships with co-workers, directors, and other departments, working together in a positive work environment.
• Performing Ticket Agent Supervisor duties as required
• Manage daily inventory orders of train and ticket booth supplies and other necessary items.
• Responsible for compliance with all health and safety regulations enforcing sanitary practices and reporting train maintenance repair issues to the conductor.
• Perform routine periodic walk-throughs in passenger cars; working closely with PSA and Conductor to ensure all levels of guest service and train safety is being provided.
• Complete training or certifications related to the job. Railroad Safety 101, TIPs Certification, CPR/First Aid, Cash Handling Class.
• Oversee cash handling procedures ensuring alignment with all accounting policies & procedures.
• Other duties as assigned.

Minimum Qualifications:

• Must have 2 years of leadership experience.
• 1 year of experience with inventory management.
• Must have 2 years of customer service experience in hospitality.
• Proficient with Windows-based software and programs in a professional setting.
• Must possess a valid/clear Arizona Driver’s License and be able to comply with the Xanterra/GCR Vehicle Policy
• Must be at least 19 years of age.

Preferred Qualifications:

• Previous experience with reservation systems
• Previous bartending experience.
• Experience working on a train or other similar areas is 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 20 pounds.
• 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.