Guest Services Coordinator

2 months ago

Honolulu, Hawaii, United States Pulama Lanai Full time
Position Overview

This position is responsible for supporting the Guest Experience Specialist in managing the operations of the Lāna'i Air charter service. The role emphasizes delivering exceptional guest service with a focus on quality and attention to detail. Continuous communication with guests will occur as their travel date approaches. This position will assist in managing flight bookings, logistical arrangements, including the coordination of ground transportation, and monitoring the guests' inbound travel to Hawaii.

Compensation:

$21.27/hour (non-exempt)

Reporting Structure:

Reports to: Director, Manager, Supervisor
Coordinates with: Four Seasons Lāna'i
Ground Support Team (Lāna'i Air GSA & Fixed Base Operator = FBO)
Ground Transportation Vendors

Quality Expectations:
  • Conduct all business interactions with the highest ethical standards.
  • Foster a supportive and collaborative work environment.
  • Maintain effective communication with supervisors, colleagues, and clients.
  • Aim for excellence in all workplace interactions and uphold company values.
  • Adhere to all company policies and operational standards.
  • Align actions with the Mission, Vision, and Values of Pālama Lāna'i.
Key Responsibilities

Core Duties

  1. Assist in establishing Lāna'i Air as a premier Private Charter Operator, focused on developing clientele for the Four Seasons Lāna'i.
  2. Coordinate the Lāna'i Air Charter service for Four Seasons guests, providing accurate information regarding services.
  3. Manage flight availability to optimize usage and prevent overbooking.
  4. Collect and relay accurate guest information to third-party partners promptly, maintaining records per Lāna'i Air SOP.
  5. Ensure effective communication with aircraft operators, ground support, and transportation services in Honolulu and Lāna'i.
  6. Responsible for sending confirmation receipts to customers, which may require customization based on transportation needs.
  7. Monitor the cleanliness of office and lounge areas.
  8. Welcome guests by name upon arrival and during their wait times.
  9. Provide exceptional hospitality and professionalism during guest interactions, accommodating special requests and resolving complaints.
  10. Perform additional duties as assigned.
Qualifications

Requirements:
  • Experience in hospitality at a luxury resort is highly preferred.
  • At least one year of experience in logistical coordination or sales/marketing is preferred.
  • One year of clerical experience is preferred.
  • Proficiency in Outlook, Word, Excel, and other relevant software is required.
  • Strong written and verbal communication skills are essential.
  • Ability to engage with individuals in a friendly and professional manner.
  • Must be detail-oriented and able to follow established procedures.
  • Good judgment and common sense are necessary for effective decision-making.
  • Ability to build positive working relationships with colleagues and third-party vendors.
  • Must maintain a positive attitude and adapt to changing conditions.
  • Ability to foster teamwork within the department and across business units.
  • Must be accountable and responsible for assigned tasks.
  • Skilled in multitasking and managing a constant workload efficiently.
  • Ability to problem-solve and identify resources for irregular operations.
Required Certifications:
  • Ability to obtain an AOA badge and ramp license from the State of Hawaii Department of Transportation.
  • Valid Hawaii Driver's License and a successful review of Motor Vehicle Record.
Physical Requirements:
  • Regularly required to sit, talk, and hear.
  • Occasionally required to stand, walk, and use hands for various tasks.
  • Must be able to lift and/or move up to 25 pounds regularly and up to 50 pounds occasionally.
  • Specific vision abilities required include close vision, distance vision, and color vision.
  • Occasionally required to operate tools or controls.
About Us

At Pālama Lāna'i, we celebrate our island's heritage while working towards a sustainable future. Our team collaborates with local residents and businesses to achieve our shared vision.

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