Lanai Air Guest Service Agent; Kahului

Job Description

This role is tasked with implementing and managing the process of transferring passengers from checking in to boarding Lāna‘i Air aircraft. Guest service must be delivered in a manner that is both high-touch and high quality. The position will assist with flight reservations, logistical services, and coordination of ground transportation for guests’ inbound flights to and within the State of Hawaii.

It will also participate in ground service during arrival and departure processes as guests transition through the interisland terminals and hanger facility on O‘ahu, and may coordinate with third‑party vendors (aircraft operator, ground service support, and ground transportation) on Lāna‘i, O‘ahu, and other islands. The primary goal is to support Lāna‘i Air’s efforts to increase occupancy for the Four Seasons Hotels on Lāna‘i and provide reliable, seamless service to all travelers.

$22.22/hour (non‑exempt)

Reports to:

Guest Service Manager (Honolulu) and Guest Service Assistant Manager (Neighbor Islands). Coordinates with Four Seasons Lāna‘i, System Operation and Reservation Coordinators, Ramp Service Agents, and Ground Transportation Vendors.

• Conduct individual and business affairs in the 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.
• Conduct business in alignment with the Mission, Vision, and Values of Pūlama Lāna‘i.

• Assist in creating Lāna‘i Air as a high‑end, seamless operation and help develop clientele for the Four Seasons Lāna‘i.
• Serve as the initial and final point of contact for guests, providing a fond farewell.
• Handle passenger boarding and load baggage as needed.
• Anticipate delays and airport congestion, proactively finding creative and effective solutions to ensure guest satisfaction.
• Communicate effectively with aircraft operators, ground support, and transportation providers to ensure accurate information for guest arrivals and transfers.
• Send confirmation receipts by email to customers, customizing receipts as required.
• Maintain cleanliness of office spaces and lounge areas.
• Greet guests individually by surname upon arrival and during wait periods before flights.
• Handle all guest interactions with the highest level of hospitality and professionalism, address special requests, resolve complaints, and provide assistance.
• Assist with passenger ground service in Honolulu.
• Control terminal entry and exit points.
• Complete required logs, forms, and paperwork applicable to assigned duties.
• Perform other duties as assigned.

• Hospitality experience with a high‑end resort, highly preferred.
• One year of logistical coordination or sales/marketing experience preferred.
• One year of clerical experience preferred.

• Proficiency in Outlook, Word, Excel, Internet, and other applicable software.
• Professional email writing skills directed at passengers and guests.
• Excellent written, verbal, and organizational communication skills.
• Friendly and professional demeanor when interacting with people.
• Adherence to established procedures and reliable work attendance.
• Detail orientation.
• Ability to follow oral and written instructions.
• Good judgment and a commonsense approach to work.
• Effective decision‑making under pressure.
• Positive attitude and flexibility to adapt to changing conditions.
• Teamwork fostering within the department and with other business entities.
• Accountability and responsibility for tasks.
• Multi‑tasking skills to handle various tasks timely.
• Problem‑solving and resource identification for irregular operations.
• Availability 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.
• Successful…