Guest Experience Assistant (Honolulu)

Job Description

This role is tasked with assisting the Guest Experience Specialist in the operation of the Lāna’i Air charter air service. In this role, guest service must be delivered in a manner that is both high touch and high quality. Contact will continue with guests as their charter date approaches. This role will 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 Lana`i Air Hanger facility on O‘ahu and Lanai. This position may also be tasked with other logistical coordination with third party vendors (aircraft operator, ground service support, and ground transportation) on Lāna’i and Oahu. The primary goal of this position is to support the overall efforts of Lānaʻi Air in increasing occupancy for the Four Seasons Hotels on Lana`i.

Compensation

$21.27/hour (non-exempt)

Reporting Relationship

Reports to: Director, Manager, Supervisor

Coordinates with: Four Seasons Lāna‘i

Ground Support Team (Lāna’i Air GSA & Fixed Base Operator = FBO)

Ground Transportation Vendor

Quality Standards

• 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.
  
  

Responsibilities

Essential Duties

• Assist with creating Lāna‘i Air as a high end Private Charter Operator with specific mission to aid in the development of clientele for the Four Seasons Lāna‘i.
• Responsible for coordinating the Lāna’i Air Charter service to guests of the Four Seasons Lāna’I, utilizing the Lāna’i Air reservation line, and providing Four Seasons guests with accurate information about the Lānaʻi Air service.
• Manage the flight availability to maximize utilization and avoid over booking flight times.
• Gather accurate guest data and transmit to third party partners in a timely manner. Keep all records in a manner prescribed by Lāna’i Air SOP.
• 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.
• Responsible to monitor the cleanliness of any office space and lounge area.
• Greet guests individually, by surname, upon arrival and during their wait period before charter 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.
• Perform other duties as assigned.
  
  

Qualification/Requirements

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.
• 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 common sense approach to the work.
• Able to think and make effective decisions quickly.
• Able to create effective working relationships with other employees and third party vendors.
• Must be able to maintain a positive attitude and work under conditions that are changing on 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 work load is constant and must be handled in a timely manner. Responsible to handle a variety of tasks at the same time.
• Works harmoniously and professionally with co-workers and third party vendors.
• Must be able to problem solve and identify resources to use when faced with irregular operations.
  
  

Required Work Cards/Certifications

• 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.
  
  

Physical Requirements

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

About Us

At Pūlama Lāna‘i, we honor our island’s history and celebrate its future every day. Our employees on Lanai and Oahu work with residents and businesses to achieve our bright vision together.

If you are passionate about culture, collaboration, sustainability, economic diversity, community engagement and land stewardship on Lanai, we invite you to consider our open positions.