Skywalk Operations Manager

 

Position:                      Operations Manager - Skywalk 

Department:                Skywalk

Classification:             Exempt

Salary Range:              S4

Supervisor:                  General Manager – Skywalk

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

On-site management of the daily Skywalk operations.  Responsible for providing an outstanding experience for guests while visiting the Skywalk. Direct supervision of supervisors over retail and ticket sales, photo sales and customer service.  Responsible for daily, monthly and yearly cash flow from ticket, photo and retail sales.  Responsible for supporting operations, such as Express Drivers and Guides providing service for Helicopter Express Tours, Greeters and Skywalk Guides and Photographers.  Ensure services are being adequately provided by GCW Maintenance, Janitors and Food & Beverage. Monitor weather conditions and other factors affecting Skywalk daily operations.  Responsible for the safe operations of the Skywalk at all times. Ensure daily scheduling of staff is adequate to meet anticipated attendance. Assist supervisors in dealing with difficult employee situations.  Responsible for proper cash handling and cash room operations.  Ensure daily posting of Skywalk attendance and photo sales activities, monitoring the attainment of daily sales goals. Acts as a Hualapai ambassador.   Responsible for assisting the General Manager with financial, budgetary and business decisions for the operations and leading, coaching, motivating and developing Skywalk employees.

1.       Prior leadership experience in the tourism industry, with an Associates’ or Bachelor’s Degree preferred.

2.       Ability to make financial, budgetary and business decisions related to Skywalk operations.

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

4.       Demonstrated ability to understand questions being asked and provide detailed information.  

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

6.       Demonstrated ability to communicate in a clear, concise manner and handle escalated issues or guests that are not happy. Ability to remain calm in focused under pressure.

7.       Computer literate with knowledge of business software, POS systems and photo sales software.

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

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

 

1.       Responsible for smooth on-site daily Skywalk operations at Grand Canyon West.

2.       Assists with developing, communicating and implementing all Skywalk policies and procedures.  Monitors policies and procedures, watching for the possible need to change in order to meet Company guidelines or directives.

3.       Responsible for meeting Skywalk training needs as well as being proficient in utilizing computer software, POS software and photo sales software. 

4.       Responsible for assisting with Skywalk financial, budgetary and business related matters.  Ensures proper cash and credit handling policies and procedures are followed and all sales and financial reports are completed accurately and timely, on a daily, monthly and annual basis.  

5.       Responsible for the safe operations of the Skywalk.  Monitor weather conditions and close Skywalk when appropriate. Ensure customers are kept informed of situation and handled appropriately.

6.       Perform regular and timely Performance Evaluation discussions and documentation with members of team and promote team environment while providing individual growth opportunities for Direct Reports. Hold supervisors accountable for completing Performance Evaluations and discussions.

7.       Provide guests information and train new employees about Hualapai history, culture, Skywalk and Grand Canyon West.  Ensure all customer interactions are prompt, accurate and courteous. 

8.       Responsible for vendor management for the Skywalk operation.

9.       Support supervisors in management of their staff. Handle escalated employee relations or attendance issues. Ensure adequate staffing is scheduled at all times.

10.   Ensure commissioned staff has the information they need to motivate increased sales.

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

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

13.   Keep the General Manager of the Skywalk apprised of all issues and concerns. Fill in for General Manager in their absence.

14.   Perform other work-related duties as assigned. 

 

1.       Strong oral and written communication skills and strong interpersonal skills. 

2.       Valid Driver’s License with clean driving record preferred.

3.       High School Diploma or GED, Associates’ or Bachelors’ degree preferred.

4.       Prior leadership experience, preferably in the tourism industry.         

5.       Preference given to Hualapai Tribal members.

 

Office and retail environment with occasions to be in an outdoor environment, despite weather conditions. 

Must be able to work varying schedules, weekends and holidays. Fast paced environment with high transaction volume.  May be required to lift up to 25 lbs.