Guest Services Coordinator

2 months ago

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

This position involves supporting the Guest Experience Specialist in managing the operations of a premium charter air service. The focus is on delivering exceptional guest service that is both personalized and of the highest quality. Engagement with guests will continue as their travel date approaches. This role will assist with flight bookings, logistical arrangements, including coordinating ground transportation and monitoring guests' inbound flights to and within the State of Hawaii. Additionally, this position will participate in the ground services during the arrival and departure processes as guests transition through the air service facility.

Compensation:

$21.27/hour (non-exempt)

Reporting Structure:

Reports to: Director, Manager, Supervisor

Collaborates with: Four Seasons Lāna'i

Ground Support Team (Air Service GSA & Fixed Base Operator)

Ground Transportation Providers

Quality Expectations:
  • Conduct all business dealings with the utmost ethical and legal standards.
  • Foster a supportive, creative, and collaborative work environment.
  • Maintain strong communication with supervisors, colleagues, and team members.
  • Continuously pursue excellence in the workplace and as a representative of the company.
  • Adhere to all company policies and standards.
  • Align business conduct with the Mission, Vision, and Values of Pālama Lāna'i.
Key Responsibilities

Core Duties

  1. Assist in establishing the air service as a premier private charter operator aimed at developing clientele for the Four Seasons Lāna'i.
  2. Coordinate the air service for guests of the Four Seasons Lāna'i, utilizing the reservation line and providing accurate information regarding the service.
  3. Manage flight availability to optimize usage and prevent overbooking.
  4. Collect and transmit accurate guest information to third-party partners promptly, maintaining records as per standard operating procedures.
  5. Communicate effectively with aircraft operators, ground support, and transportation services to ensure precise guest arrival and transfer details.
  6. Email confirmation receipts to customers, customizing as necessary based on transportation needs.
  7. Oversee 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

Required Skills and Experience:
  • Experience in hospitality within a luxury resort setting is highly preferred.
  • 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 relate to individuals in a friendly and professional manner.
  • Must adhere to established procedures and maintain reliable attendance.
  • Attention to detail is crucial.
  • Ability to follow both oral and written instructions effectively.
  • Good judgment and a common-sense approach to work are necessary.
  • Capability to think critically and make swift, effective decisions.
  • Ability to foster positive working relationships with colleagues and third-party vendors.
  • Maintain a positive attitude and adapt to changing conditions.
  • Ability to promote teamwork within the department and across business units.
  • Accountability and responsibility are essential traits.
  • Skilled in multitasking and managing a consistent workload efficiently.
  • Work harmoniously with co-workers and external vendors.
  • Ability to problem-solve and identify resources during irregular operations.
Licenses/Certifications:
  • Ability to obtain necessary badges and licenses from relevant authorities.
  • Valid driver's license and successful review of driving 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 and distant vision.
  • Occasional operation of tools or controls may be required.
The information provided in this description is intended to convey the general nature and level of work performed by employees in this role. It is not a comprehensive inventory of all duties, responsibilities, and qualifications for this position. Management reserves the right to modify this description as necessary. Reasonable accommodations will be made for qualified individuals with disabilities.

About Us

At Pālama Lāna'i, we honor our island's heritage while celebrating its future. Our team collaborates with local residents and businesses to achieve a shared vision for our community.

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