Concierge

Air Methods; Lihue (HI); On-site; USD 25,000 - 36,000; Full time

Job summary

Air Methods in Hawaii seeks a Concierge to provide personalized recommendations and assist guests in booking events, activities, tours, and attractions. You will work closely with guests, lodging partners, and suppliers to deliver extraordinary customer service and help guests create memorable vacation experiences.

In this role you will greet guests, assess needs via discovery, upsell products, close sales in person or by phone, and ensure timely follow-up to guarantee satisfaction and repeat

Qualifications

• High school diploma or GED with 1–3 years related experience or equivalent
• 1–3 years sales or upselling experience in a performance-driven environment
• Extraordinary guest service skills
• Expert knowledge of local area and attractions
• Knowledge of travel/ticket industry and concierge experience preferred

Responsibilities

• Provide professional greeting and extraordinary customer service to every guest
• Assess guest needs through discovery questions and match to products
• Meet or exceed sales targets in a commission-based environment
• Upsell products by painting the guest’s stay and planning experiences
• Close and book sales, accept payment, and follow up for satisfaction

Skills

Adaptable

Objection handling

Timeliness

Communication

Listening

Self-motivated

Multi-tasking

Stamina

Presentation

Education

High school diploma or GED

1–3 years sales experience

Guest service skills

Local area & attractions knowledge

Travel/ticket industry knowledge preferred

Tools

Microsoft Office Suite

Job description

Overview

Job Summary

The Concierge offers personalized recommendations and assistance in booking events, activities, tours, attractions, and other services that travelers seek in their destinations. You will be working closely with our guests with a focus on providing extraordinary customer service to them, our lodging partners, and our supply partners. We help travelers get the most out of each destination, which in turn helps our lodging partners develop loyal guests and helps our supply partners grow their businesses. The Concierge is responsible for assessing guest needs and selling attractions and activity tickets that ensure a memorable vacation experiences.

Essential Functions and Responsibilities include the following:

• Provide each guest with a professional and courteous greeting and extraordinary customer service


• Establish rapport and trust with the guest and assist guest in selecting the product that matches their needs. Needs are assessed via the discovery process (i.e., asking questions)


• Ability to assess guests needs via the discovery process (i.e., asking questions)


• Meet or exceed established sales targets in a commissioned environment


• Demonstrate the ability to generate sales and up sell product by “painting the picture” and planning out the guest’s stay to improve their experience


• Ability to solve guest issues in a timely fashion with satisfaction and a sense of urgency. Follow up on issues to ensure that they are resolved


• Confirmed ability to sell in person and occasionally, on the phone


• Use sales tools to invoke a sense of urgency to get the guest to commit; closes and books the sale and gets guest to make payment


• Once trained, the Concierge will close and book sales as well as collect payment at the time of sale


• Provide a thorough, detailed recap of the purchase along with properly thanking the guest for their business

Additional Job Requirements

• Regular scheduled attendance


• Indicate the percentage of time spent traveling - 0%

Subject to applicable laws and Blue Hawaiian policies, regular attendance is an essential function of the position. All employees must follow Blue Hawaiians’ employment practices and policies.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In accordance with applicable laws, Blue Hawaiians will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.

Education & Experience

• High school diploma or general education degree (GED) and one to three years’ related experience and/or training; or equivalent combination of education and experience


• 1-2 years of sales (or upselling) experience in a performance driven environment


• Extraordinary guest service skills


• Expert-level knowledge of the local area and attractions


• Knowledge of travel and/or ticket industry and concierge experience preferred

Skills

• Adaptable and able to support change within the business


• Ability to overcome objections and offer alternate solutions


• Timeliness and a professional appearance


• Excellent written and verbal communication skills (fluent English required, bilingual a plus)


• Strong listening skills to be able to identify customer need


• Self-motivated with the ability to work independently in a sales driven environment


• Ability to occasionally lift to 25 pounds and to stand for long periods of time


• Proven ability to juggle multiple duties and prioritize

Computer Skills

• Intermediate with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook


• Demonstrated ability to type 30-40 wpm

Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Minimum pay

Maximum Pay

Benefits

For more information on our industry-leading benefits, please visit our benefits page here.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)