Concierge

Blue Hawaiian Helicopters•Kahului, HI

34d

About The Position

The Concierge offers personalized recommendations and assistance in booking events, activities, tours, attractions, and other services that travelers seek in their destinations. You will be working closely with our guests with a focus on providing extraordinary customer service to them, our lodging partners, and our supply partners. We help travelers get the most out of each destination, which in turn helps our lodging partners develop loyal guests and helps our supply partners grow their businesses. The Concierge is responsible for assessing guest needs and selling attractions and activity tickets that ensure a memorable vacation experiences.

Requirements

High school diploma or general education degree (GED) and one to three years’ related experience and/or training; or equivalent combination of education and experience
1-2 years of sales (or upselling) experience in a performance driven environment
Extraordinary guest service skills
Expert-level knowledge of the local area and attractions
Adaptable and able to support change within the business
Ability to overcome objections and offer alternate solutions
Timeliness and a professional appearance
Excellent written and verbal communication skills (fluent English required, bilingual a plus)
Strong listening skills to be able to identify customer need
Self-motivated with the ability to work independently in a sales driven environment
Ability to occasionally lift to 25 pounds and to stand for long periods of time
Proven ability to juggle multiple duties and prioritize
Intermediate with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
Demonstrated ability to type 30-40 wpm

Nice To Haves

Knowledge of travel and/or ticket industry and concierge experience preferred

Responsibilities

Provide each guest with a professional and courteous greeting and extraordinary customer service
Establish rapport and trust with the guest and assist guest in selecting the product that matches their needs.
Needs are assessed via the discovery process (i.e., asking questions)
Ability to assess guests needs via the discovery process (i.e., asking questions)
Meet or exceed established sales targets in a commissioned environment
Demonstrate the ability to generate sales and up sell product by “painting the picture” and planning out the guest’s stay to improve their experience
Ability to solve guest issues in a timely fashion with satisfaction and a sense of urgency.
Follow up on issues to ensure that they are resolved
Confirmed ability to sell in person and occasionally, on the phone
Use sales tools to invoke a sense of urgency to get the guest to commit; closes and books the sale and gets guest to make payment
Once trained, the Concierge will close and book sales as well as collect payment at the time of sale
Provide a thorough, detailed recap of the purchase along with properly thanking the guest for their business
Regular scheduled attendance
Indicate the percentage of time spent traveling - 0%
Subject to applicable laws and Blue Hawaiian policies, regular attendance is an essential function of the position.
All employees must follow Blue Hawaiians’ employment practices and policies.