Customer Service Coordinator & Photographer

Customer Service Coordinator & Photographer

Based at:
Waikoloa Beach Marriott Resort & Spa, Waikoloa Beach Resort

Full-time, in person
· Hourly, non-exempt
· Five days a week, 10:00 AM to 4:00 PM

Reports to the General Manager

Version 2
· October 2026

We are the leading family beach portrait company on the Big Island. Families plan these sessions about a month before they travel, they inquire with two or three photographers at once, and they book the one who answers first. Right now our median time to first human contact is over four hours, and 165 inquiries have gone without any follow-up t is the problem this seat exists to solve.

Your primary job is every inquiry that reaches this company gets a human response within five minutes during business hours, and every customer message gets answered.

Built on top of that is the booking, sales and photographer function. You are not just replying, you are converting: running consultation, confirming the session, and selling the collection at the viewing appointment. Fast response is what earns you the conversation; the booking and the sale are what you do with it. Then you are doing sessions on an as needed basis.

You are based at the Waikoloa Beach Marriott.

At the desk five days a week, 10:00 AM to 4:00 PM. Days off rotate; weekends and holidays are working days in this business and are shared across the team, not assigned permanently to the newest person.

Inquiries that arrive overnight are the first thing you touch at 10:00, before anything else on the desk. Nothing that came in while we were closed waits until mid-morning.

Sessions mostly run before and after desk hours.

July runs roughly three times February's volume. The queue moves with the season and with the weather.

• Every inquiry, from every source, contacted by a human within five minutes during business hours. Web form, phone, text, email, chat, social message, lobby walk-up, concierge handoff. There is no channel that is somebody else's problem.
• The overnight queue cleared first thing, with every lead from the closed hours contacted at the start of your day.
• Zero leads with no follow-up. That number is the one we will look at first every month, and the target is zero.
• Flagging broken automation if/whenyou see it. If the autoresponder stops firing or a form stops routing, you are the first person who would know and the first person who says so.

• Every customer message answered: questions before booking, changes after booking, reschedules, weather calls, what-to-wear, where-to-meet, gallery and print questions, and the ones that arrive at an inconvenient moment.
• One voice across every channel. A family should get the same answer whether they text, email, or walk up to you in the lobby.
• Owning the awkward conversations: a late family, a missed slot, a delayed gallery, a disappointed guest. You answer them directly and early.
• Escalating when something is above you, with enough detail that the person you hand it to does not have to start over.
• Asking for the review after a happy delivery.

• Run pre-booking or post-booking consultations. You set expectations on timing, location, wardrobe, and price.
• Closing the booking. A conversation that ends with a family thinking about it is not finished.
• The viewing appointment: showing the work, guiding the family to the right collection, and asking for the sale.

• Sessions run early and early afternoon and at sunset, which is outside desk hours. You are paid your hourly rate for that time, plus the session commission & Tips.
• Delivering to our standard on every session, including the ones that go perfectly: bad light, late families, wind, rain, a toddler…