Lanai Air Guest Service Agent (Kahului)

Pulama Lanai; Hawaii; On-site; USD 25,253 - 35,967; Full time

Job summary

Pulama Lanai is seeking a Guest Service Representative to manage guest services for Lāna‘i Air. This role involves assisting with flight reservations, coordinating ground transportation, and providing high-quality service to guests traveling within the State of Hawaii. Ideal candidates should have previous hospitality experience and excellent communication skills. You will interact with guests personally and professionally, ensuring a seamless travel experience. Competitive compensation is offered at $22.22/hour.

Qualifications

• Hospitality experience with a high-end resort, highly preferred.
• One year of logistical coordination or sales/marketing experience preferred.
• One year of clerical experience preferred.

Responsibilities

• Assist in creating Lāna‘i Air as a high-end, seamless operation.
• Handle passenger boarding and load baggage as needed.
• Communicate effectively with aircraft operators and transportation providers.
• Maintain cleanliness of office spaces and lounge areas.
• Handle all guest interactions with the highest level of hospitality.

Skills

Hospitality experience with a high-end resort

Proficiency in Outlook, Word, Excel

Excellent written, verbal, and organizational communication skills

Friendly and professional demeanor

Multi-tasking skills

Job description

Job Description

This role is tasked with implementing and managing the process of transferring passengers from checking in to boarding Lāna‘i Air aircraft. Guest service must be delivered in a manner that is both high-touch and high quality. The position will assist with flight reservations, logistical services, and coordination of ground transportation for guests’ inbound flights to and within the State of Hawaii. It will also participate in ground service during arrival and departure processes as guests transition through the interisland terminals and hanger facility on O‘ahu, and may coordinate with third‑party vendors (aircraft operator, ground service support, and ground transportation) on Lāna‘i, O‘ahu, and other islands. The primary goal is to support Lāna‘i Air’s efforts to increase occupancy for the Four Seasons Hotels on Lāna‘i and provide reliable, seamless service to all travelers.

Compensation

$22.22/hour (non‑exempt)

Reporting Relationship

Reports to: Guest Service Manager (Honolulu) and Guest Service Assistant Manager (Neighbor Islands). Coordinates with Four Seasons Lāna‘i, System Operation and Reservation Coordinators, Ramp Service Agents, and Ground Transportation Vendors.

Quality Standards

• Conduct individual and business affairs in the highest ethical and legal fashion.
• Establish and contribute to a supportive, creative, enthusiastic, and cooperative working environment for all.
• Build strong communication links with supervisors, peers, and employees.
• Continuously strive for excellence in the workplace, the Company environment, and as a Company representative.
• Comply with all Company policies and standards.
• Conduct business in alignment with the Mission, Vision, and Values of Pūlama Lāna‘i.

Responsibilities

• Assist in creating Lāna‘i Air as a high‑end, seamless operation and help develop clientele for the Four Seasons Lāna‘i.
• Serve as the initial and final point of contact for guests, providing a fond farewell.
• Handle passenger boarding and load baggage as needed.
• Anticipate delays and airport congestion, proactively finding creative and effective solutions to ensure guest satisfaction.
• Communicate effectively with aircraft operators, ground support, and transportation providers to ensure accurate information for guest arrivals and transfers.
• Send confirmation receipts by email to customers, customizing receipts as required.
• Maintain cleanliness of office spaces and lounge areas.
• Greet guests individually by surname upon arrival and during wait periods before flights.
• Handle all guest interactions with the highest level of hospitality and professionalism, address special requests, resolve complaints, and provide assistance.
• Assist with passenger ground service in Honolulu.
• Control terminal entry and exit points.
• Complete required logs, forms, and paperwork applicable to assigned duties.
• Perform other duties as assigned.

Qualifications

• Hospitality experience with a high‑end resort, highly preferred.
• One year of logistical coordination or sales/marketing experience preferred.
• One year of clerical experience preferred.

Knowledge and Skills

• Proficiency in Outlook, Word, Excel, Internet, and other applicable software.
• Professional email writing skills directed at passengers and guests.
• Excellent written, verbal, and organizational communication skills.
• Friendly and professional demeanor when interacting with people.
• Adherence to established procedures and reliable work attendance.
• Detail orientation.
• Ability to follow oral and written instructions.
• Good judgment and a commonsense approach to work.
• Effective decision‑making under pressure.
• Positive attitude and flexibility to adapt to changing conditions.
• Teamwork fostering within the department and with other business entities.
• Accountability and responsibility for tasks.
• Multi‑tasking skills to handle various tasks timely.
• Problem‑solving and resource identification for irregular operations.
• Availability to work weekends, holidays, and evening shifts.

Required Work Cards and Certifications

• Ability to obtain an AOA badge and ramp license from the State of Hawaii Department of Transportation.
• Valid Hawaii Driver’s License and successful review of Motor Vehicle Record.
• Successful completion of regulatory screening training and applicable certifications.

Physical Requirements

• Regular sitting, talking, and listening.
• Occasional standing, walking, and use of hands for handling, reaching, climbing, and balancing.
• Regular lifting or moving up to 25 pounds and occasional lifting of up to 50 pounds.
• Close, distant, and color vision required.
• Occasional operation of tools or controls.

Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

About Us

At Pūlama Lāna‘i, we honor our island’s history and celebrate its future every day. Our employees on Lanai and O‘ahu work with residents and businesses to achieve our bright vision together. If you are passionate about culture, collaboration, sustainability, economic diversity, community engagement, and land stewardship on Lanai, we invite you to consider our open positions.