Guest Experience and Screening Agent; Honolulu

Overview

Job Description This role is tasked to implement and manage the process of transferring passengers from checking in to boarding Lāna’i Air aircraft, ensuring that all guests meet internal policies, procedures, and safety, security regulations. 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 providing security and protection for 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 Honolulu Airport and Lāna’i Air Hanger facility on O‘ahu and Lana`i.

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 Lāna’i and to provide reliable and seamless service to all travelers on Lanai Air.

$22.33/hour (non-exempt)

Reports to: Lāna’i Air Assistant Manager
Supervises: n/a
Coordinates with: Four Seasons Lāna‘i, System Operation and Reservation Coordinators, Ground Service Attendants, 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.

• 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.
• 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.
• Responsible for passenger boarding and assists with loading baggage as needed.
• 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.
• 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 for monitoring the cleanliness of any office space and lounge area.
• Greet guests individually, by surname, upon arrival and during their wait period before their flight 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.
• Assists with passenger ground service in Honolulu.
• Operating various screening equipment and technology to identify dangerous objects on passengers, or their accessible property, and preventing those objects from being transported onto aircraft.
• Performs searches and screening, which may include physical interaction with passengers (e.g., pat downs, accessible property searches) conducting bag searches and lifting/carrying bags, bins and personal property weighing up to 20lbs.
• Controlling terminal entry and exit points
• Complete required logs, forms and other paperwork applicable to assigned duties.
• Perform other duties as assigned.