Passenger Services Supervisor - Year-Round

Overview

Live. Work. Explore. as a part of our Railway Operations team at 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!

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.

Position Type:
Full‑Time, Year‑Round

Wage: $20.25 an hour

• Generous benefit program including medical, dental, and vision coverage, paid time off, and more!
• Free gym and pool access
• Free train tickets
• Exclusive retail and dining discounts at GCR and other Xanterra properties

• Fully understand and support Xanterra's Mission Statement, Cultural Pillar, Community Commitment, 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.

• 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…