Guest Relations Agent

Offers in-person, face-to-face personalized including reservations, guest check in and briefing, retail and activity sales and support the base operation. Focus on providing extraordinary service to our guests at every touch point with Blue Hawaiian, including the check-in, briefings, flight following and limited ramp operations. This person will help grow base revenue with service sales enhancements to ensure a memorable vacation experience for the guest

Qualified candidates bring proven sales and high-touch customer service skills to the team. The Guest Relation Agent is knowledgeable about the local area and is the expert on the attractions, tours, and activities that we sell. Ensures compliance with Blue Hawaiian’s Operational Specifications, Human Resources Requirements and Safety Management System.

Essential Functions and Responsibilities include the following:

• Provide each guest with a professional and courteous greeting and extraordinary guest service

• Establish rapport and trust with the guest and assist guest in selecting the product that matches their needs. Needs are assessed via the discovery process (i.e. asking questions)

• Meet or exceed established sales targets in a commissioned environment

• Demonstrate the ability to generate sales and up sell product by “painting the picture” and planning out the guest’s stay to improve their experience

• Take responsibility for solving guest issues in a timely fashion with satisfaction and a sense of urgency. Follow up on issues to ensure that they are resolved

• Confirmed ability to sell in person and occasionally, on the phone

• Use sales tools to invoke a sense of urgency to get the guest to commit; closes and books the sale and gets guest to make payment

• Provide a thorough, detailed recap of the purchase along with properly thanking the guest for their business

• Other duties as assigned

Additional Job Requirements

• Availability Required: Sunday – Saturday
• Generally, 3 – 5 days per week, with one day being on a Saturday or Sunday
• Any desk, any shift (Opening, mid, or closing shifts between the hours of 7 am – 6 pm)

• Indicate the percentage of time spent traveling – 0

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In accordance with applicable laws, Blue Hawaiians will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.

Education & Experience

• High school diploma or general education degree (GED) and one to three years’ related experience and/or training; or equivalent combination of education and experience
• 1-2 years of sales (or upselling) experience in a performance driven environment
• Extraordinary guest service skills
• Expert-level knowledge of the local area and attractions
• Knowledge of travel and/or ticket industry and concierge experience preferred
• Operational experience preferred

Skills

• Adaptable and able to support change within the business
• Ability to overcome objections and offer alternate solutions
• Timeliness and a professional appearance
• Excellent written and verbal communication skills (fluent English required, bilingual a plus)
• Strong listening skills to be able to identify customer need
• Self-motivated with the ability to work independently in a sales driven environment
• Ability to occasionally lift to 25 pounds and to stand for long periods of time
• Proven ability to juggle multiple duties and prioritize

Computer Skills

• Intermediate with Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook
• Demonstrated ability to type 30-40 wpm

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)