Guest Relations Representative

Pacific Whale Foundation • Wailuku, HI

4d • Hybrid

About The Position

Pacific Whale Foundation is a Maui-based nonprofit dedicated to inspiring and advancing conservation for whales, dolphins, and the ocean. Their social enterprise, PacWhale Eco-Adventures, operates eco-friendly cruises from Māʻalaea Harbor, with proceeds funding their conservation efforts. They are seeking a motivated Guest Relations Representative to connect guests with the conservation work their experiences support. This role involves both frontline guest services (check-ins, handling escalated calls, booking reservations) and mission-based outbound engagement (thanking guests/donors, recruiting volunteers, extending event invitations, and explaining how the cruises fund conservation programs). This position is the entry point to the Guest Relations career path, which can advance to Guest Relations Lead and Supervisor.

Requirements

• Six or more months in customer service, guest relations, or a similar role.
• Excellent verbal communication and a warm, professional phone presence.
• Comfort balancing inbound and outbound calls in the same shift.
• Availability to work weekends, holidays, and early or late shifts as scheduled.
• Reliable high-speed internet and a quiet, private workspace for remote workdays.
• A genuine passion for ocean conservation and our mission.

Nice To Haves

• Reservation system experience; FareHarbor is a plus.
• Nonprofit fundraising, donor relations, or phone sales experience.

Responsibilities

• Deliver exceptional service to guests in person and by phone.
• Check in cruise guests, support the self-service kiosk, and serve as a Welcome Ambassador for private charters.
• Book and manage reservations in FareHarbor.
• Make outbound calls to thank guests, invite them to events, sign up volunteers, and grow donor support.
• Re-engage lapsed donors and inspire recurring monthly giving.
• Log call outcomes and guest records accurately the same day.
• Represent our mission and values in every interaction.

Benefits

• Competitive base hourly pay.
• Performance bonus paid every two weeks, from $2 to $5 per goal, with the per-goal rate increasing as you reach more goals within the two-week period.
• Company laptop provided for remote workdays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed