Guest Experience and Screening Agent (Lanai)
Pulama Lanai, Houston, TX, United States
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 and security regulations. Guest service must be delivered in a high‑touch, high‑quality manner. This position will provide security and protection for travelers across all Lanai Air flights, assist with flight reservations, coordinate ground transportation, track inbound flights into and within the State of Hawaii, participate in ground service during arrival and departure processes through Honolulu Airport and Lāna’i Air Hanger on O‘ahu and Lana`i, and coordinate with third‑party vendors. The primary goal is to support Lānaʻi Air’s efforts to increase occupancy for the Four Seasons Hotels on Lāna’i while delivering reliable, seamless service to all travelers.
Compensation
$23.45/hour (non‑exempt)
Reporting Relationship
Reports to: Lāna’i Air Assistant Manager
Supervises: n/a
Coordinates with: Four Seasons Lāna‘i, System Operation and Reservation Coordinators, Ground Service Attendants, 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 with a specific mission to develop clientele for the Four Seasons Lāna‘i, and be a reliable alternative for the residents of Lanai.
Serve as the initial point of contact for greeting guests upon arrival and the final point of contact upon departure, providing a fond farewell.
Manage passenger boarding and assist with loading baggage as needed.
Anticipate issues related to delays and airport congestion, proactively finding creative and effective solutions in favor of guest service for a seamless experience.
Communicate effectively with aircraft operators, ground support, and ground transportation in Honolulu and Lanai to ensure accurate details for guest arrival and transfer.
Email the confirmation receipt to the customer, customizing the receipt if required.
Monitor the cleanliness of any office space and lounge area.
Greet guests individually by surname upon arrival and during their wait period before flight departure.
Handle all guest interactions with the highest level of hospitality and professionalism during lounge time, accommodate special requests whenever possible, resolve complaints, and assist with inquiries.
Assist with passenger ground service in Honolulu.
Operate various screening equipment and technology to identify dangerous objects on passengers or their accessible property and prevent those objects from being transported onto aircraft.
Perform searches and screening, which may include physical interaction with passengers (e.g., pat‑downs, accessible property searches), conduct bag searches, and lift/carry bags, bins and personal property weighing up to 20lbs.
Control terminal entry and exit points.
Complete required logs, forms, and other paperwork applicable to assigned duties.
Perform other duties as assigned.
Qualifications/Requirements
Hospitality experience with a high‑end resort, highly preferred.
1 year of logistical coordination or sales/marketing experience, preferred.
1 year of clerical experience, preferred.
Proficiency in Outlook, Word, Excel, Internet, and other applicable software.
Proficiency and professionalism in writing emails to passengers/guests.
Excellent written and verbal communication and organizational skills.
Relate to people in a friendly and professional manner.
Follow established procedures and maintain reliable work attendance.
Detail oriented.
Follow oral and written instructions.
Good judgment and a common‑sense approach to work.
Think and make effective decisions quickly.
Create effective working relationships with other employees and third‑party vendors.
Maintain a positive attitude and work under changing conditions at a moment’s notice.
Foster teamwork within the department and with other business entities.
Takes responsibility and is accountable.
Skilled in multi‑tasking; handle a variety of tasks simultaneously in a timely manner.
Work harmoniously and professionally with co‑workers and third‑party vendors.
Problem‑solve and identify resources when faced with irregular operations.
Education/Experience
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
Proficient in Outlook, Word, Excel, Internet, and other applicable software.
Proficiency and professionalism in writing emails to passengers/guests.
Excellent written and verbal communication and organizational skills.
Friendly and professional manner when relating to people.
Follow established procedures and maintain reliable work attendance.
Detail oriented.
Follow oral and written instructions.
Good judgment and a common sense approach to work.
Make effective decisions quickly.
Build effective working relationships with other employees and third‑party vendors.
Maintain a positive attitude and work under changing conditions at a moment’s notice.
Foster teamwork within the department and with other business entities.
Takes responsibility and is accountable.
Skilled in multi‑tasking, handling a variety of tasks in a timely manner.
Work harmoniously and professionally with co‑workers and third‑party vendors.
Problem‑solve and identify resources when faced with irregular operations.
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.
Disclaimer
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.
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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 and security regulations. Guest service must be delivered in a high‑touch, high‑quality manner. This position will provide security and protection for travelers across all Lanai Air flights, assist with flight reservations, coordinate ground transportation, track inbound flights into and within the State of Hawaii, participate in ground service during arrival and departure processes through Honolulu Airport and Lāna’i Air Hanger on O‘ahu and Lana`i, and coordinate with third‑party vendors. The primary goal is to support Lānaʻi Air’s efforts to increase occupancy for the Four Seasons Hotels on Lāna’i while delivering reliable, seamless service to all travelers.
Compensation
$23.45/hour (non‑exempt)
Reporting Relationship
Reports to: Lāna’i Air Assistant Manager
Supervises: n/a
Coordinates with: Four Seasons Lāna‘i, System Operation and Reservation Coordinators, Ground Service Attendants, 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 with a specific mission to develop clientele for the Four Seasons Lāna‘i, and be a reliable alternative for the residents of Lanai.
Serve as the initial point of contact for greeting guests upon arrival and the final point of contact upon departure, providing a fond farewell.
Manage passenger boarding and assist with loading baggage as needed.
Anticipate issues related to delays and airport congestion, proactively finding creative and effective solutions in favor of guest service for a seamless experience.
Communicate effectively with aircraft operators, ground support, and ground transportation in Honolulu and Lanai to ensure accurate details for guest arrival and transfer.
Email the confirmation receipt to the customer, customizing the receipt if required.
Monitor the cleanliness of any office space and lounge area.
Greet guests individually by surname upon arrival and during their wait period before flight departure.
Handle all guest interactions with the highest level of hospitality and professionalism during lounge time, accommodate special requests whenever possible, resolve complaints, and assist with inquiries.
Assist with passenger ground service in Honolulu.
Operate various screening equipment and technology to identify dangerous objects on passengers or their accessible property and prevent those objects from being transported onto aircraft.
Perform searches and screening, which may include physical interaction with passengers (e.g., pat‑downs, accessible property searches), conduct bag searches, and lift/carry bags, bins and personal property weighing up to 20lbs.
Control terminal entry and exit points.
Complete required logs, forms, and other paperwork applicable to assigned duties.
Perform other duties as assigned.
Qualifications/Requirements
Hospitality experience with a high‑end resort, highly preferred.
1 year of logistical coordination or sales/marketing experience, preferred.
1 year of clerical experience, preferred.
Proficiency in Outlook, Word, Excel, Internet, and other applicable software.
Proficiency and professionalism in writing emails to passengers/guests.
Excellent written and verbal communication and organizational skills.
Relate to people in a friendly and professional manner.
Follow established procedures and maintain reliable work attendance.
Detail oriented.
Follow oral and written instructions.
Good judgment and a common‑sense approach to work.
Think and make effective decisions quickly.
Create effective working relationships with other employees and third‑party vendors.
Maintain a positive attitude and work under changing conditions at a moment’s notice.
Foster teamwork within the department and with other business entities.
Takes responsibility and is accountable.
Skilled in multi‑tasking; handle a variety of tasks simultaneously in a timely manner.
Work harmoniously and professionally with co‑workers and third‑party vendors.
Problem‑solve and identify resources when faced with irregular operations.
Education/Experience
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
Proficient in Outlook, Word, Excel, Internet, and other applicable software.
Proficiency and professionalism in writing emails to passengers/guests.
Excellent written and verbal communication and organizational skills.
Friendly and professional manner when relating to people.
Follow established procedures and maintain reliable work attendance.
Detail oriented.
Follow oral and written instructions.
Good judgment and a common sense approach to work.
Make effective decisions quickly.
Build effective working relationships with other employees and third‑party vendors.
Maintain a positive attitude and work under changing conditions at a moment’s notice.
Foster teamwork within the department and with other business entities.
Takes responsibility and is accountable.
Skilled in multi‑tasking, handling a variety of tasks in a timely manner.
Work harmoniously and professionally with co‑workers and third‑party vendors.
Problem‑solve and identify resources when faced with irregular operations.
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.
Disclaimer
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.
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