Lana'i Travel Advisor

Essential Functions:

Comprehensive Knowledge:Maintain in-depth knowledge of the island of Lānaʻi, including both resorts—Four Seasons Resort Lānaʻi and Sensei Lānaʻi—their guestrooms, activities, package options, and amenities.

Guest Interaction: Receive inbound and make outbound sales calls; address guests' requests and offer options for activities during their stay.

Guest Notifications: Proactively send out guest notifications during impact periods, such as peak seasons, special events, or unforeseen circumstances, to keep guests informed and manage expectations effectively

Reservation Management: Oversee and process online reservations from various sources, including the resort's official website, Online Travel Agents (OTAs), and Global Distribution Systems (GDS). Ensure synchronization of availability, rates, and reservations across all platforms to maximize occupancy and revenue.

Timely Response: Answer inbound calls and emails promptly; identify opportunities for additional revenue capture, following ASPIRE call criteria and Forbes 5-Star Service guidelines.

Coordination: Execute follow-up email introductions to Lānaʻi Experience Planners to assist guests in activity planning.

Support: Assist the Lānaʻi Experience Planning team and management with guest profile management, obtaining arrival and departure times, and other tasks as requested to set the activities team up for success.

Attention to Detail: Be detail-oriented and meticulous in serving guest requests, obtaining all guest data—including shared names, ages of children, and any essentials that will anticipate their needs—and recording them in the Golden profile management system.

Sales Initiatives: Review arrivalsreport to identify guests for outbound sales efforts

Administrative Tasks: Complete administrative tasks such as managing online reservations, email communication and timely follow-up, taking deposits, handling wholesale reservations, conducting reservations reviews, and running trace reports.

Interdepartmental Collaboration: Interact professionally with essential operations departments to ensure guest needs are met and deliver a superior guest experience.

Problem-Solving:Ascertain guest inquiries and demonstrate resourcefulness in providing solutions.

Sales Proficiency: Learn, embrace, and implement the ASPIRE sales funnel, maintaining an average monthly score of 85% or higher.

Training & Development: Assist as needed with new hire training, job shadowing, cross-training, and ongoing team development as requested by management.

Special Projects:Assist with any projects requested by the management team

Knowledge and Skills:

• Skills and Abilities:Exceptional verbal and written communication abilities, with a strong emphasis on active listening and personalized guest interactions.

• Experience:Previous experience in guest services, sales, or hospitality roles is preferred. Familiarity with Lānaʻi's attractions and offerings is a plus. 

• Multisystem Proficiency: Ability to efficiently operate multiple software systems—including OPERA, Golden, Messenger, Microsoft Teams, and Outlook—in a fast-paced environment. This includes managing reservations, guest profiles, internal communications, and scheduling with proficiency.

• Multitasking & Time Management:Demonstrated ability to handle multiple tasks efficiently in a fast-paced environment, ensuring timely and accurate responses to guest inquiries.

• Problem-Solving & Attention to Detail: Strong analytical skills with meticulous attention to detail, ensuring guest needs are anticipated and addressed proactively.

• Travel Required: Travel as needed to Lānaʻi, Hawaii for onboarding and training

• Hours required:scheduled days and times may vary based on need. Abilityto work weekends, holidays, and various scheduled shifts required.

• Location: Report to office based in the Los Angeles area