Parkwide Quality Assurance Manager - Glacier National Park

About Columbia Falls:

Just West of Glacier National Park lies a collection of small communities who proudly welcome millions of visitors each year to the Glacier Gateway area. One of the largest towns is Columbia Falls. This lively Montana town is home to many locally owned shops, restaurants, a brewery, and a summer farmers markets! Columbia Falls is the ideal home base for recreating in Glacier National Park, and the 2.4 million acre Flathead National Forest.

• Free on-site laundry facility, employee shuttle service, Wi-Fi (limited bandwidth)
• Free Red Bus and Boat Tours (as available)
• Schedule Varies: Average 40+ hours/week
• The adventure of a lifetime!
• Exclusive Retail and Dining discounts in Glacier
• Perks include:
  • Free employee housing (shared cabin) for management position
  • Free on-site laundry facility, employee shuttle service, Wi-Fi (limited bandwidth)
  • Free Red Bus and Boat Tours (as available)
  • Free Glacier National Park season pass
  • Exclusive Retail and Dining discounts in Glacier
  • $350 Referral Bonus Program
  • The adventure of a lifetime!
• Free employee housing (shared cabin) for management position
• Location: Based out of Administrative Office in Columbia Falls, MT
• $350 Referral Bonus Program
• Pay: $1,788 bi-weekly
• Seasonal position starts in April and extends through mid-October 2023
• Free Glacier National Park season pass

• Perform all job duties toward the goal of maximizing guest service while simultaneously maximizing profit.
• Resolves guest relation problems skillfully with willingness and desire to understand a guest's viewpoint and make any necessary billing adjustments so that the guest is satisfied.
• Answers inquiries pertaining to hotel policies, services and reservations for rooms, tour/transportation needs and outside activities.
• Resolves all guest complaints to the satisfaction of both the guest and GNPL. Works with the Lodging Department on issues of refunds and other compensation.
• Responsible for daily room blocking and ensures that guest requests are handled efficiently to the best of ability.
• Ensures that the all staff is trained and complies with safety guidelines.
• Assists the department with assembling and organization of all training materials (i.e., manuals, visuals, practical sessions, PowerPoint, etc.).
• Coordinates bell staff in the dispatching and receiving of all buses leaving or arriving at each location, or assigns responsible Front Office Associate(s). Oversees the loading of baggage and seating of passengers.
• May transfer funds and be responsible for a cash bank.
• Ensures all lost and found policies are strictly enforced.
• Knows all related job functions of front desk, bell staff, and housekeeping, inclusive of tour/transportation information.
• Handles all phases of group tour arrivals to provide a smooth and orderly flow of guests.
• Helps control the inventory of front office supplies and forms.
• In addition, the Lodging Manager’s responsibilities include those listed on the Guest Service Manager and Associate job description.
• Assists other departments as needed and perform other duties as assigned.
• Participate in Manager on Duty Program as necessary.
• Familiar with emergency fire evacuation and safety procedures.
• Keeps open lines of communication with other departments to ensure coordination and synergy of hotel activities.
• Supervise training participants, assess skills and knowledge, monitor attendance and provide feedback to Guest Service Managers in regards to staff’s abilities.
• Ensures that all staff is following the Company’s Ecologix practices.
• Reports to the on site Location Manager when working shifts at the desk.
• Motivates staff as necessary.
• Enforces policies in the areas of dress, appearance and conduct, established by GNPL.
• Ensure each employee is properly trained to deliver efficient, effective service to Park visitors.
• Manages guest room availability and overbookings.
• Reports to the Assistant Director of Lodging in all areas of lodging systems, policies, procedures, scheduling, staffing, and budgetary areas.
• Ensure all PCI Compliance guidelines are trained, followed, and enforced.
• To assist in preparing and organizing the training sites. To assist at location during openings and throughout the season.
• May be required to live on property while covering shifts.
• May assist in Housekeeping and/or Laundry when short staffed.
• Continues the development of all Guest Service personnel throughout the season.

• Must be pleasant, helpful, friendly, outgoing, enthusiastic and courteous in dealing with guests and co-workers.
• Knowledge of Microsoft Office: Word, Excel, Publisher, PowerPoint, Outlook
• Required to drive a company vehicle; a driving record check will be completed as part of the standard pre-employment background check.
• In-Park travel and overnight stays required
• Must possess neat and pleasant grooming habits.
• Strong organizational and administrative skills.
• Must be team-oriented.
• Must possess good organizational skills.
• Ability to deal with guests when they are angry or upset.
• Strong communication skills.
• Knowledge of Glacier National Park facilities, activities, and features.
• Ability to teach others in a logical and professional manner
• Previous front desk experience preferred.
• Some knowledge of general bookkeeping required.
• Ability to effectively handle multiple situations.
• Knowledge of common office machines, i.e., computers, typewriters, calculators, cash registers, etc. required.
• Knowledge of keyboard and printer operation.
• Technical knowledge of Front Office operations.
• Ability to work quickly and thoroughly when under pressure.
• Must be flexible and open to changes in procedures.
• Performance management skills.
• Ability to supervise employees.
• Knowledge of Opera PMS program.
• Knowledge of Front Office accounting skills and procedures.

• Standing for up to eight hours per shift.
• Requires bending, stretching and reaching throughout a shift.
• Able to lift and carry up to 15 pounds.
• Working with required chemicals.