Lanai Air Guest Service Agent (Kapalua)

About the role

This role is tasked to implement and manage the process of transferring passengers from checking in to boarding Lāna’i Air aircraft. In this role, guest service must be delivered in a manner that is both high touch and high quality. This role will be responsible for guest service for travelers across all Lanai Air flights in a courteous and professional manner. This position will also assist with flight reservations, logistical services, including coordination of ground transportation and tracking of the guest’s inbound flights into and within the State of Hawaii. This position will also participate in the ground service during the arrival and departure process as guests transition through the interisland terminals and hanger facility on O‘‘ahu.

Responsibilities

• Aid in creating Lāna‘i Air as a high end, seamless operation with a specific mission to aid in the development of clientele for the Four Seasons Lāna‘i, and be a reliable alternative for the residents of Lanai.
• Serve as the initial point of contact for greeting guests upon arrival and as the last point of contact as guests depart, providing a fond farewell.
• Assist with passenger boarding and assists with loading baggage as needed.
• Anticipate issues when dealing with delays and airport congestion and proactively find creative and effective solutions in favor of guest service for a seamless experience.
• Communicate effectively with aircraft operator, ground support, and ground transportation in Honolulu and Lanai to ensure accurate communication of details for the guest arrival and transfer.
• Responsible for emailing the confirmation receipt to the customer, which may require customization of the receipt depending on the required transportation.
• Maintain the cleanliness of any office space and lounge area.
• Greet guests individually, by surname, upon arrival and during their wait period before their flight leaves. Throughout guest time in the lounge, handle all guest interactions with the highest level of hospitality and professionalism.
• Accommodate special requests whenever possible, resolve guest complaints, and assist guests with inquiries.
• Assists with passenger ground service in Honolulu.
• Control terminal entry and exit points.
• Complete required logs, forms and other paperwork applicable to assigned duties.
• Perform other duties as assigned.

Qualifications

• Hospitality experience with a high-end resort, highly preferred.
• 1 year of logistical coordination or sales/marketing experience preferred.
• 1 year of clerical experience preferred.
• Proficient in Outlook, Word, Excel, Internet, and other applicable software.
• Excellent written and verbal communication and organizational skills.
• Relating to people in a friendly and professional manner.
• Working to established procedures and maintaining reliable work attendance.
• Detailed oriented.
• Following oral and written instructions.
• Good judgment and a commonsense approach to the work.
• Able to think and make effective decisions quickly.
• Maintaining a positive attitude and working under conditions that are changing at a moment’s notice.
• Fostering teamwork within the department and with other business entities.
• Being accountable for one's actions.
• Multi-tasking.

Skills

• Outlook
• Word
• Excel
• Internet

Benefits

The primary goal of this position is to support the overall efforts of Lānaʻi Air in increasing occupancy for the Four Seasons Hotels on Lānaʻi and to provide reliable and seamless service to all travelers on Lanai Air.

Pay

$22.22/hour (non-exempt)

Schedule

Weekends, holidays and evening shifts are required.