Lanai Air Guest Service Agent (Kapalua)

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 servicefor 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.. This position may also be tasked with other logistical coordination with third party vendors (aircraft operator, ground service support, and ground transportation) on Lāna’, O‘ahu and other islands. The primary goal of this position is to support the overall efforts of Lānaʻi Air in increasing occupancy for the Four Seasons Hotels on Lāna’i and to provide reliable and seamless service to all travelers on Lanai Air.

Compensation:

$22.22/hour (non-exempt)

Reporting Relationship:

Reports To:                   Guest Service Manager (Honolulu, Guest Service Assistant Manager (Neighbor Islands)

Coordinates with:        Four Seasons Lāna‘i, System Operation and Reservation Coordinators, Ramp Service Agents, Ground Transportation Vendors

• Conduct individual and business affairs in highest ethical and legal fashion.
• Establish and contribute to a supportive, creative, enthusiastic, and cooperative working environment for all.
• Build strong communication links with supervisors, peers, and employees.
• Continuously strive for excellence in the workplace, the Company environment, and as a Company representative.
• Comply with all Company policies and standards.
• Conducts business in alignment with the Mission, Vision, and Values of Pūlama Lāna‘i.

Essential Duties

1. Assist with creating Lāna‘i Air as a high end, seamless operation with 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.

2. Serves 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.

3. Responsible for passenger boarding and assists with loading baggage as needed.

4. Anticipate issues when dealing with delays and airport congestion and proactively finds creative and effective solutions in favor of guest service for a seamless experience.

5. 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. 

6. Responsible for emailing the confirmation receipt to the customer, which may require customization of the receipt depending on the required transportation.

7. Responsible for monitoring the cleanliness of any office space and lounge area.

8. Greet guests individually, by surname, upon arrival and during their wait period before their flight leaves.

9. 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. 

10. Assists with passenger ground service in Honolulu.

11. Controlling terminal entry and exit points

12. Complete required logs, forms and other paperwork applicable to assigned duties.

     

13. Perform other duties as assigned.

Education/Experience:

• 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.

Knowledge/Skills:

• Must be proficient in Outlook, Word, Excel, Internet, and other applicable software. 

• Requires proficiency and professionalism in writing emails to passengers/guests.

• Requires excellent written and verbal communication and organizational skills.

• Requires relating to people in a friendly and professional manner.

• Requires working to established procedures and maintaining reliable work attendance.

• Must be detailed oriented.

• Requires the ability to follow oral and written instructions.

• Requires good judgment and a commonsense approach to the work.

• Able to think and make effective decisions quickly.

• Must be able to maintain a positive attitude and work under conditions that are changing at a moment’s notice.

• Must be able to foster teamwork within the department and with other business entities.

• Requires an ability to take responsibility and be accountable.

• Must be skilled in multi-tasking. The workload is constant and must be handled in a timely manner. Responsible for handling a variety of tasks at the same time.

• Must be able to problem solve and identify resources to use when faced with irregular operations.

• Must be able to work weekends, holidays and evening shifts.

• Ability to obtain an AOA badge and ramp license from the State of Hawaii Department of Transportation.

• Valid Hawaii Driver’s License and successful review of Motor Vehicle Record.

• Must be able to successfully complete regulatory screening training and obtain applicable certification.
   

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to sit, talk, and listen. 

• The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. 

• The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. 

• Specific vision abilities required by this job include close vision, distant vision, and color vision. 

• The employee is occasionally required to operate objects, tools, or controls.

The above information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, of all duties, responsibilities and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.