Lanai Air Guest Service Screening Agent (Molokai)

Pulama Lanai; Hawaii; On-site; USD 27,000 - 38,000; Full time

Job summary

Pulama Lanai is seeking a Guest Service Agent for Lanai Air to manage passenger transfers from check-in to boarding, ensuring compliance with internal policies and safety regulations. The role emphasizes high-touch, high-quality guest service across Lanai Air flights, coordination with vendors, and ground transportation through O‘ahu and Lanai.

The position includes greeting guests, screening duties, boarding support, and close collaboration with Four Seasons Lanai to bolster occupancy and guest

Qualifications

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

Responsibilities

• Assist with creating Lāna‘i Air as a high end, seamless operation and develop clientele for the Four Seasons Lāna‘i.
• Greeting guests on arrival and farewell at departure with a warm, professional touch.
• Operate screening equipment to identify dangerous objects on passengers or property.
• Perform bag searches and light lifting up to 20lbs.
• Assist with passenger boarding and loading baggage as needed.
• Coordinate communications with aircraft operator and ground services for smooth arrivals.
• Email confirmation receipts to customers as required.
• Monitor cleanliness of office space and lounge area.
• Greet guests by surname and maintain hospitality during lounge time.
• Assist with passenger ground service in Honolulu and manage terminal access.
• Complete required logs and paperwork; perform other duties as assigned.

Skills

Outlook

Word

Excel

Email writing

Communication

Organizational skills

Instruction-following

Teamwork

Multi-tasking

Problem solving

Detail oriented

Decision making

Reliability

Positive attitude

Tools

TSA/CERTIFICATION

Job description

Job Description

This role is tasked to implement and manage the process of transferring passengers from checking in to boarding Lāna’i Air aircraft, ensuring that all guests meet internal policies, procedures, and safety, security regulations. In this role, guest service must be delivered in a manner that is both high touch and high quality. This role will be responsible for providing security and protection for travelers across all Lanai Air flights in a courteous and professional manner. This position will also assist with flight reservations, logistical services, including coordination of ground transportation and tracking of the guest’s inbound flights into and within the State of Hawaii. This position will also participate in the ground service during the arrival and departure process as guests transition through the interisland terminals and hanger facility on O‘ahu. This position may also be tasked with other logistical coordination with third party vendors (aircraft operator, ground service support, and ground transportation) on Lāna’i, O‘ahu and other islands. The primary goal of this position is to support the overall efforts of Lāna ʻ i Air in increasing occupancy for the Four Seasons Hotels on Lāna’i and to provide reliable and seamless service to all travelers on Lanai Air.

This role is tasked to implement and manage the process of transferring passengers from checking in to boarding Lāna’i Air aircraft, ensuring that all guests meet internal policies, procedures, and safety, security regulations. In this role, guest service must be delivered in a manner that is both high touch and high quality. This role will be responsible for providing security and protection for travelers across all Lanai Air flights in a courteous and professional manner. This position will also assist with flight reservations, logistical services, including coordination of ground transportation and tracking of the guest’s inbound flights into and within the State of Hawaii. This position will also participate in the ground service during the arrival and departure process as guests transition through the interisland terminals and hanger facility on O‘ahu. This position may also be tasked with other logistical coordination with third party vendors (aircraft operator, ground service support, and ground transportation) on Lāna’i, O‘ahu and other islands. The primary goal of this position is to support the overall efforts of Lāna ʻ i Air in increasing occupancy for the Four Seasons Hotels on Lāna’i and to provide reliable and seamless service to all travelers on Lanai Air.

Compensation

$23.45/hour (non-exempt)

Reporting Relationship

Reports To: Guest Service Manager (Honolulu, Guest Service Assistant Manager (Neighbor Islands)

Coordinates with: Four Seasons Lāna‘i, System Operation and Reservation Coordinators, Ramp Service Agents, Ground Transportation Vendors

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.

Responsibilities

Essential Duties

• Assist with creating Lāna‘i Air as a high end, seamless operation with specific mission to aid in the development of clientele for the Four Seasons Lāna‘i, and be a reliable alternative for the residents of Lanai.
• Serves as the initial point of contact for greeting guests upon arrival and as the last point of contact as guests depart , providing a fond farewell .
• Operating various screening equipment and technology to identify dangerous objects on passengers, or their accessible property, and preventing those objects from being transported onto aircraft.
• Performs searches and screening, which may include physical interaction with passengers (e.g., pat downs, accessible property searches) conducting bag searches and lifting/carrying bags, bins and personal property weighing up to 20lbs.
• Responsible for passenger boarding and assists with loading baggage as needed.
• Anticipate issues when dealing with delays and airport congestion and proactively finds creative and effective solutions in favor of guest service for a seamless experience.
• Communicate effectively with aircraft operator, ground support, and ground transportation in Honolulu and Lanai to ensure accurate communication of details for the guest arrival and transfer.
• Responsible for emailing the confirmation receipt to the customer, which may require customization of the receipt depending on the required transportation.
• Responsible for monitoring the cleanliness of any office space and lounge area.
• Greet guests individually, by surname, upon arrival and during their wait period before their flight leaves.
• Throughout guest time in the lounge, handle all guest interactions with the highest level of hospitality and professionalism. Accommodate special requests whenever possible, resolve guest complaints, and assist guests with inquiries.
• Assists with passenger ground service in Honolulu.
• Controlling terminal entry and exit points
• Complete required logs, forms and other paperwork applicable to assigned duties.
• Perform other duties as assigned.

Education/Experience

QUALIFICATIONS

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

Knowledge/Skills

• Must be proficient in Outlook, Word, Excel, Internet, and other applicable software.
• Requires proficiency and professionalism in writing emails to passengers/guests.
• Requires excellent written and verbal communication and organizational skills.
• Requires the ability to follow oral and written instructions.
• Requires relating to people in a friendly and professional manner.
• Requires working to established procedures and maintaining reliable work attendance.
• Must be detailed oriented.
• Requires good judgment and a commonsense approach to the work.
• Able to think and make effective decisions quickly.
• Must be able to maintain a positive attitude and work under conditions that are changing at a moment’s notice.
• Must be able to foster teamwork within the department and with other business entities.
• Requires an ability to take responsibility and be accountable.
• Must be skilled in multi-tasking. The workload is constant and must be handled in a timely manner. Responsible for handling a variety of tasks at the same time.
• Must be able to problem solve and identify resources to use when faced with irregular operations.
• Must be able to work weekends, holidays, early morning and evening shifts.

Required Work Cards/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.
• Must be able to successfully complete regulatory screening training and obtain applicable certification.

Physical Requirements

• While performing the duties of this job, the employee is regularly required to sit, talk, and listen.
• The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distant vision, and color vision.
• The employee is occasionally required to operate objects, tools, or controls.

The above information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, of all duties, responsibilities and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. 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 Oahu 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.