Guest Service Agent
Department: On Demand
Reports to: Airport Operations Manager
Status: Non-Exempt
Starting at $16/Hr
1. Job Purpose/Objective:
The Guest Sales Agent (GSA) delivers a high level of personalized service to all clients, passengers, vendors, etc. This individual will represent the Company in a professional manner infusing the Spirit of Aloha in all their interactions and applying the Standards of Service Excellence at all times.
2. Essential Job Functions:
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The GSA is responsible to attend all training and/or staff meetings, as directed by Management or Leads. Screening, interviewing, and selection of qualified individuals for available AOA positions
- Customer Service Responsibilities
- Following the Company's Standards of Service Excellence, the GSA will greet all passengers at Baggage Claim.
- GSAs are responsible for acquiring, labeling, and loading the guests' luggage.
- Escorts guests to their appropriate shuttles and assists with boarding as needed.
- Sale Responsibilities (“Hawking”)
- The GSA will identify potential customers for the Roberts Hawaii Express Shuttle Service and approach them in a cordial and friendly manner to offer our transportation services.
- Provides concise and accurate information on the Company's services, schedules, and costs. Will contact appropriate parties if information requested by guest is unavailable or unknown.
- Replies to complaints and resolves customer issues as they arise in a quick and accurate manner.
- Maintains communications with Dispatch and Airport Express Lead to update information on additional guests.
- Processes guest's information to include credit card transactions and any special requests.
- The GSA inputs departure reservations for round trip sales using Quick Entry Res.
- Assists with loading guests once all appropriate procedures and transactions have been successfully completed to confirm the guest as a passenger in the Roberts Hawaii Express Shuttle Service. Acquires, labels, and loads luggage as needed.
- The GSA confirms destination with driver and releases driver.
- Payment Collection
- Collect payment for trip tickets and other purchases.
- Organizes Register area and check supplies (Register tape, tabs, tabbooklets, drink order slips, etc.)
- Retrieves and secure money bags, keys, closing paperwork and complete pre-shift count of all cash. Reports any discrepancies immediately to Supervisor.
- Completes a preliminary count of cash drawer (without starting bank) and match totals to the Net total on the X printout).
- Close-out
- Locks drawers, register, display case and re-organize register area.
- Verifies sales totals with Shift Supervisor prior to placing cash and travelers' checks (sales) into deposit bag.
- Completes Cash Remittance and Tip Reporting Log, submit to shift Supervisor to verify proper reporting.
- Responsibilities towards ADA guests
- Accurately identifies requests for special assistance and ensures appropriate staff and equipment is available to fulfill these requests.
- Displays willingness to make necessary adjustments as changes or services are added to the request.
- Inquires with guest on whether assistance is required, and if so, what type of assistance may be provided for the guest.
- Understands the importance of properly handling assistive devices, such as walkers, cane, crutches, etc. If necessary, inquires with guest for permission to move devices.
- If physical contact is needed to provide required assistance, the GSA will indicate this to the guest and will explain the process so the guest knows what to expect. The GSA should ensure the guest is in agreement with the process before taking action.
- If an offer of assistance is declined by the guest, the GSA should remain ready to assist if circumstances warrant the assistance or if guest reevaluates the situation.
- The GSA treats each customer with compassion and patience, and through training, develops the qualities and skills required to provide effective service.
- The GSA is responsible for completing awareness and sensitivity training as required by ihe Company, as well as any additional training needed to better address specific situations and properly fulfill the needs of guests with various disabilities.
- Attendance and Appearance
- The GSA is responsible for knowing the daily schedule and obtaining their schedule for the next day.
- Understands the importance of timeliness on each assignment, as it directly affects our guests and the Company's image.
- Must be in proper uniform, meeting the Company's standards for appearance and grooming.
- Other duties and/or assignments as needed.
2. Essential Skills (Minimum qualifications individual must possess when entering position) – i.e. skillsets, education, certifications, etc.:
- High School diploma or GED.
- Minimum of 18 years of age.
- Ability to work flexible shifts - weekends, evenings, holidays.
- Ability to adjust to changing schedules.
- Simple math skills addition, subtraction, multiplication.
- Knowledge of how to balance a till.
- Able to speak before groups while giving instructions and directions to others
- Ability to perform simple math functions.
- Must be someone who enjoys standing and walking a majority of the time.
- Knowledgeable about Oahu and local attractions as well as hotels.
- Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.
- Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.
- Has a global view and is comfortable and effective working with global partners, understands global markets and international considerations.
- Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.
- Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines.
3. Working Conditions/Job Environment:
- Must be able to stand, and walk for sustained periods of time.
- Medium work- exerting up to 50 pounds of force occasionally and/or 20 pounds of force frequently, and/or 10 pounds of force frequently to move objects.
- Stooping, kneeling, climbing, reaching, pushing, pulling and lifting for extended periods of time.
- Expressing or exchanging ideas by means of the spoken word; must convey detailed or important spoken instructions to other workers accurately.
- Ability to receive detailed information through oral communication, and make fine discriminations in sound.
- The worker is required to have visual acuity to perform activities as related to their job duties.
- The worker is subject to both environmental conditions: Activities occur inside and outside.
- The worker is subject to hazards. includes a variety of physical conditions such as proximity of moving mechanical parts and moving vehicles.
- Subject to atmospheric conditions: one or more of the following conditions affect the respiratory system of the skin: fumes, odors, dust, mists and gases.
- Some remote work may be necessary.
The 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, or 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.
EEO/M/F/VET/Disabilities
