Guest Relations Agent
About The Position
The Guest Relations Agent provides personalized, face-to-face guest service, including reservations, check-in and briefings, retail and activity sales, and support for base operations. The role focuses on delivering extraordinary service at every Blue Hawaiian guest touch point, including check-in, briefings, flight following, and limited ramp operations. The agent also helps grow base revenue through service sales enhancements that contribute to a memorable guest experience. Qualified candidates bring proven sales and high-touch customer service skills. The agent is knowledgeable about the local area and serves as an expert on the attractions, tours, and activities offered. The role requires compliance with Blue Hawaiian’s Operational Specifications, Human Resources Requirements, and Safety Management System.
Requirements
- High school diploma or GED and one to three years of related experience and/or training, or an equivalent combination of education and experience.
- One to two years of sales or upselling experience in a performance-driven environment.
- Extraordinary guest service skills.
- Expert-level knowledge of the local area and attractions.
- Fluent English and excellent written and verbal communication skills.
- Strong listening skills to identify customer needs.
- Ability to overcome objections and offer alternate solutions.
- Ability to work independently in a sales-driven environment and self-motivation.
- Adaptability and ability to support business change.
- Timeliness and professional appearance.
- Ability to juggle multiple duties and prioritize.
- Intermediate proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
- Ability to type 30–40 words per minute.
- Ability to occasionally lift up to 25 pounds and stand for long periods.
- Availability Sunday through Saturday, generally three to five days per week, including one Saturday or Sunday; able to work any desk and opening, mid, or closing shifts between 7 a.m. and 6 p.m.
Nice To Haves
- Knowledge of the travel and/or ticket industry.
- Concierge experience.
- Operational experience.
- Bilingual ability.
Responsibilities
- Provide each guest with a professional, courteous greeting and extraordinary guest service.
- Establish rapport and trust, assess guest needs through questions, and help guests select appropriate products.
- Meet or exceed established sales targets in a commissioned environment.
- Generate sales and upsell products by helping guests plan their stay and understand available experiences.
- Resolve guest issues promptly and satisfactorily, follow up, and ensure issues are resolved.
- Sell in person and occasionally by phone.
- Use sales tools to encourage guest commitment, close and book sales, and collect payment.
- Provide a thorough recap of each purchase and thank guests for their business.
- Support reservations, guest check-in and briefings, retail and activity sales, base operations, flight following, and limited ramp operations.
- Comply with Operational Specifications, Human Resources Requirements, and the Safety Management System.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
