Lanai Air Guest Service Assistant Manager (Kahului)
Pulama Lanai, Houston, TX, United States
Job Description
Lāna ʻ i Air is a critical component to the delivery of “high quality – high touch” service experience to every guest staying at the Four Seasons Lāna ʻ i and Sensei Lāna ʻ i Retreat. Lāna ʻ i Air is responsible for providing “point-to-point” consistency in service delivery between Oahu, Maui, Kona, or Lihue and Lāna ʻ i.
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.
Conduct business in alignment with the Mission, Vision, and Values of Pūlama Lāna‘i.
Responsibilities
Essential Duties
Responsible for the GEA & GES daily work schedule.
Responsible for the GEA & GES monthly work schedule.
Responsible to monitor and document GEA & GES attendance deviation from the company’s Attendance Program.
Responsible to review and approve/disapprove GEA & GES Personal Time Off (PTO) requests as outlined by Pūlama Lāna`i.
Responsible for the daily workflow of GEA & GES’s and delegating tasks.
Ensures Federal, State and company regulations and policies are met and maintained.
Authorized to train new hired employees.
Responsible to provide evaluations for the GEA & GES.
Responsible to complete and submit required documents for post incidents, accidents or near misses to management.
Responsible to conduct audits on GEA & GES work performance and discrepancies.
Responsible to ensure that GEA & GES’s are completely uniformed and maintain appearance standards.
Any other duties as assigned.
Qualifications
High School Degree or equivalent.
Must have a minimum of three (3) years Airport operating experience, and minimum of two (2) years Supervisory experience.
Previous experience in training employees – highly preferred.
Experience in Federal Aviation Administration (FAA) and Transportation Security Administration (TSA) regulatory matters, required.
Outstanding communication & guest service skills.
Proficient in use of all Microsoft applications (Word, PowerPoint, Excel).
Able to supervise staff in a positive and constructive manner.
Must be able to have an effective working relationship with coworkers across all departments in Pūlama Lāna ʻ i.
Ability to travel frequently to Neighbor Islands.
Must be able to work comfortably and professionally with consultants.
Must be able to work in a changing and dynamic environment while maintaining a positive attitude and work under pressure.
Requires excellent written and verbal communication and organizational skills.
Requires relating to people in a friendly and professional manner.
Requires working to established procedures and maintaining reliable work attendance.
Able to think and make effective decisions quickly.
Must be able to work weekends, holidays, early morning and evening shifts.
Required Work Cards/Certifications
Ability to obtain and maintain Airport AOA badge.
Ability to obtain and maintain Airport Ramp License.
Valid Hawaii Driver’s License and successful review of Motor Vehicle Record.
Physical Requirements
While performing the duties of this job, the employee is regularly required to sit, talk, and hear.
The employee is 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 75 pounds.
Specific vision abilities required by this job include close vision, distant vision, and color vision.
Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.
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Lāna ʻ i Air is a critical component to the delivery of “high quality – high touch” service experience to every guest staying at the Four Seasons Lāna ʻ i and Sensei Lāna ʻ i Retreat. Lāna ʻ i Air is responsible for providing “point-to-point” consistency in service delivery between Oahu, Maui, Kona, or Lihue and Lāna ʻ i.
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.
Conduct business in alignment with the Mission, Vision, and Values of Pūlama Lāna‘i.
Responsibilities
Essential Duties
Responsible for the GEA & GES daily work schedule.
Responsible for the GEA & GES monthly work schedule.
Responsible to monitor and document GEA & GES attendance deviation from the company’s Attendance Program.
Responsible to review and approve/disapprove GEA & GES Personal Time Off (PTO) requests as outlined by Pūlama Lāna`i.
Responsible for the daily workflow of GEA & GES’s and delegating tasks.
Ensures Federal, State and company regulations and policies are met and maintained.
Authorized to train new hired employees.
Responsible to provide evaluations for the GEA & GES.
Responsible to complete and submit required documents for post incidents, accidents or near misses to management.
Responsible to conduct audits on GEA & GES work performance and discrepancies.
Responsible to ensure that GEA & GES’s are completely uniformed and maintain appearance standards.
Any other duties as assigned.
Qualifications
High School Degree or equivalent.
Must have a minimum of three (3) years Airport operating experience, and minimum of two (2) years Supervisory experience.
Previous experience in training employees – highly preferred.
Experience in Federal Aviation Administration (FAA) and Transportation Security Administration (TSA) regulatory matters, required.
Outstanding communication & guest service skills.
Proficient in use of all Microsoft applications (Word, PowerPoint, Excel).
Able to supervise staff in a positive and constructive manner.
Must be able to have an effective working relationship with coworkers across all departments in Pūlama Lāna ʻ i.
Ability to travel frequently to Neighbor Islands.
Must be able to work comfortably and professionally with consultants.
Must be able to work in a changing and dynamic environment while maintaining a positive attitude and work under pressure.
Requires excellent written and verbal communication and organizational skills.
Requires relating to people in a friendly and professional manner.
Requires working to established procedures and maintaining reliable work attendance.
Able to think and make effective decisions quickly.
Must be able to work weekends, holidays, early morning and evening shifts.
Required Work Cards/Certifications
Ability to obtain and maintain Airport AOA badge.
Ability to obtain and maintain Airport Ramp License.
Valid Hawaii Driver’s License and successful review of Motor Vehicle Record.
Physical Requirements
While performing the duties of this job, the employee is regularly required to sit, talk, and hear.
The employee is 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 75 pounds.
Specific vision abilities required by this job include close vision, distant vision, and color vision.
Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.
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