Lanai Air Guest Service Agent; Kapalua Job Lahaina area,Hawaii USA,Customer Service/HelpDesk

Position: Lanai Air Guest Service Agent (Kapalua)

Job Title

This role is tasked to implement and manage the process of transferring passengers from checking in to boarding Lāna'i Air aircraft.

Job Description

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 guest service 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 interisland terminals and hanger facility on O'ahu. 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, O'ahu and other islands. The primary goal of this position is to support the overall efforts of Lāna'i 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.

Responsibilities

Essential Duties

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.

Controlling terminal entry and exit points

Complete required logs, forms and other paperwork applicable to assigned duties.

Perform other duties as assigned.

Qualifications

Education/Experience:

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.

Knowledge/Skills:

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 commonsense approach to the work.
Able to think and make effective decisions quickly.
Must be able to maintain a positive attitude and work under conditions that are changing at 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 workload is constant and must be handled in a timely manner. Responsible for handling a variety of tasks at the same time.
Must be able to problem solve and identify resources to use when faced with irregular operations.
Must be able…