Guest Experience and Screening Agent (Honolulu)

Pulama Lanai•Honolulu, HI

35d•$22

About The Position

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. Compensation: $22.33/hour (non-exempt) Reporting Relationship: 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 Quality Standards: 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.

Requirements

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.
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 common sense approach to the work.
Able to think and make effective decisions quickly.
Able to create effective working relationships with other employees and third party vendors.
Must be able to maintain a positive attitude and work under conditions that are changing on 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 work load is constant and must be handled in a timely manner.
Responsible to handle a variety of tasks at the same time.
Works harmoniously and professionally with co-workers and third party vendors.
Must be able to problem solve and identify resources to use when faced with irregular operations.
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.
Must be able to successfully complete regulatory screening training and obtain applicable certification.

Nice To Haves

Hospitality experience with a high-end resort, highly preferred.
TSA experience and/or certification preferred.
1 year of logistical coordination or sales/marketing experience preferred.
1 year of clerical experience preferred.

Responsibilities

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.