Guest Experience and Screening Agent - Casual; Lanai

Guest Experience and Screening Agent - Casual (Lanai)

Join the Pulama Lanai team as a Guest Experience and Screening Agent. In this casual role, you will manage passenger boarding, provide security screening, coordinate travel logistics, and support Lanai Air flights.

• Assist with creating a high‑end, seamless operation to aid the development of clientele for the Four Seasons Lāna‘i and serve as a reliable alternative for Lanai residents.
• Serve as the initial and final point of contact for greeting guests and providing a fond farewell.
• Responsible for passenger boarding and assist with loading baggage as needed.
• Anticipate issues related to delays and airport congestion, proactively finding creative and effective solutions favoring guest service.
• Communicate effectively with aircraft operator, ground support, and ground transportation in Honolulu and Lanai to ensure accurate communication of details for guest arrival and transfer.
• Responsible for emailing the confirmation receipt to the customer, customizing the receipt as required.
• Monitor the cleanliness of any office space and lounge area.
• Greet guests individually by surname, during arrival and prior to departure.
• Handle all guest interactions with the highest level of hospitality and professionalism in the lounge, accommodating special requests, resolving complaints, and assisting with inquiries.
• Assist with passenger ground service in Honolulu.
• Operate screening equipment and technology to identify dangerous objects on passengers, preventing those objects from being transported onto aircraft.
• Perform searches and screening that may include physical interaction with passengers, conducting bag searches, lifting/carrying bags weighing up to 20 lbs, and handling personal property.
• Control terminal entry and exit points.
• Complete required logs, forms, and other paperwork applicable to assigned duties.
• Perform other duties as assigned.

• 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, maintaining reliable work attendance.
• Must be detail‑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 changing conditions.
• Must foster teamwork within the department and with other business entities.
• Requires the ability to take responsibility and be accountable.
• Must be skilled in multi‑tasking; 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 when faced with irregular operations.

Non‑exempt hourly position at $22.33 per hour. Casual.

Reports to:

Lāna’i Air Assistant Manager.

• Sit, talk, and listen regularly.
• Stand, walk, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl occasionally.
• Regularly lift and/or move up to 25 lbs and occasionally lift and/or move up to 50 lbs.
• Close vision, distant vision, and color vision required.
• Occasionally operate objects, tools, or controls.

Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

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.