• Itinerary Planning : Design and manage personalized itineraries based on guest preferences, incorporating dining reservations, spa appointments, recreational activities, and off-island excursions.

• Proactive Guest Outreach : Engage guests through multiple channels—including email, phone, chat, and messaging platforms—prior to arrival to personalize their experience, anticipate needs, and capture additional revenue opportunities.

• Guest Communication : Serve as the primary point of contact for guests prior to arrival, addressing inquiries and requests through email, phone, and chat to ensure a personalized and responsive experience.

• Upselling & Coordination : Proactively identify opportunities to upsell resort amenities and services, creating bespoke experiences for guests. Coordinate bookings through the resort's system s and departmental communication, and ensure all requests are processed efficiently.

• Island Excursions : Coordinate unique on and off-island excursions and experiences, ensuring guests have access to exclusive activities that enhance their stay.

• Collaboration : Work closely with the Lānaʻi Travel Advisor (LTA) team to ensure a seamless guest experience from pre-arrival to on-property execution. Collaborate with multiple departments wit hin the hotel, including food and beverage, spa, island activities, catering, and other operational teams to fulfill special requests, accommodate guest preferences, and deliver an exceptional and personalized experience.

• Guest Experience Management : Maintain a high level of knowledge about the island of Lānaʻi, resort amenities, and local activities to deliver exp ert recommendations to guests.

• Revenue Generation : Actively engage in outbound sales efforts, promoting new activities and services to guests through phone calls and emails to enhance guest experiences and drive additional revenue.

• System Management : Use property management systems (e.g., Opera, Key, Book4Time, Open Table), as well as communication tools such as Key, Outlook, Teams, and Messenger, to process and track guest reservations, ensuring accuracy and attention to detail.

Knowledge and Skills :

• Experience : Previous experience in hospitality, concierge, customer service, or sales is preferred, with an emphasis on creating customized guest experiences.

• Skills and Abilities:

• Exceptional verbal and written communication abilities, with a strong emphasis on active listening and personalized guest interactions, with the ability to engage effectively with guests and internal teams.

• Excellent customer service and sales skills, with a proactive approach to enhancing guest experiences and guest resolution

• Extended knowledge of hotel operations, island activities, and local experiences to provide expert recommendations.

• Ability to multitask, prioritize, and manage multiple guest requests in a fast-paced environment.

• Strong attention to detail and organizational skills to ensure accuracy in itinerary planning and reservations.

• Multisystem Proficiency: Ability to efficiently operate multiple software systems—including OPERA, Golden, Messenger, Microsoft Teams, and Outlook—in a fast-paced environment. This includes managing reservations, guest profiles, internal communications, and scheduling with proficiency .

• Multitasking & Time Management: Demonstrated ability to handle multiple tasks efficiently in a fast-paced environment, ensuring timely and accurate responses to guest inquiries.

• Problem-Solving & Attention to Detail: Strong analytical skills with meticulous attention to detail, ensuring guest needs are anticipated and addressed proactively.

• Travel Required: Travel as needed to Lānaʻi, Hawaii for onboarding and training

• Hours required : Full Time Role- scheduled days and times may vary based on need. Must be available to work weekends, holidays, and various scheduled shifts.

• Location : Los Angeles area office

What to Expect