Lanai Air Guest Service Assistant Manager (Kapalua)

Pulama Lanai; Lahaina (HI); On-site; USD 65,000 - 70,000; Full time

Job summary

Pūlama Lāna`i is seeking a Guest Service Assistant Manager to supervise the Guest Service Screening Agents and Guest Service Agents, providing feedback and communicating Pūlama Lāna`i’s policies and goals.

You will coordinate with the System Development and Quality Assurance Manager for training, and serve as the On-the-Job Trainer while upholding safety and security standards across the team.

Qualifications

• Oversee and coach Guest Service Agents to meet service standards.
• Provide feedback and enforce Pūlama Lāna`i policies and goals.
• Serve as On-the-Job Trainer for Guest Service staff.

Responsibilities

• Oversee Guest Service Screening Agents and Guest Service Agents.
• Coordinate with System Development and QA Manager for targeted training.
• Maintain Ground Security Coordinator responsibilities.
• Uphold safety and security standards for employees and property.

Skills

Supervision

Coaching/Feedback

Training delivery

Job description

Lāna ʻi Air is a critical component to the delivery of “high quality – high touch” service experience to every guest staying at the Four Seasons Lāna ʻi and Sensei Lāna ʻi Retreat. Lāna ʻi Air is responsible for providing “point to point” consistency in service delivery between Oahu, Maui, Kona, or Lihue and Lāna ʻi.

The Guest Service Assistant Manager is responsible to oversee and supervise the Guest Service Screening Agents and Guest Service Agents by providing feedback and communicating Pūlama Lāna`i’s policies, procedures and goals.

Works closely with the System Development and Quality Assurance Manager to provide training and evaluations specific to the Guest Service Agents role. Will be the authorized On-the-Job Trainer (OJT).

Required to maintain and understand the Ground Security Coordinator role, as described by Western Air Inc.

Required to maintain the highest level and standards for safety and security of employees and company property.

Compensation:

$65,000 - $70,000/year (Exempt)

Reporting Relationship:

Reports to: System Development and Quality Assurance Manager

Supervises: Guest Service Agents and Guest Service Screening Agents

Interface and Collaboration:

Coordinates with: Operations Director, Central Planning and Reservation Control Manager, i Guest Service Manager

Interfaces with: System Operations and Reservations Coordinator, Pūlama Lāna`i Safety Manager, Western Aircraft Inc. Chief Pilot and Chief Inspector

Quality Standards:

• Conduct individual and business affairs in 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.
• Conducts business in alignment with the Mission, Vision, and Values of Pūlama Lāna‘i.