Germaine’s Luau Escort
Department: Germaine’s Luau
Reports to: Operations Manager
Status: Non-Exempt
1. Job Purpose/Objective:
The Germaine’s Luau Escort ensures the safety, comfort, and enjoyment of the guests during their transportation to and from the luau. The escort provides high-quality customer service and “Aloha” spirit, assists with guest needs, manages ticketing and upgrades, and works closely with the bus driver and luau staff to create a seamless guest experience.
2. Essential Job Functions:
- Coordinate with Driver
- Work with driver to assess whether impaired or unruly passengers should be allowed on board.
- Assist in resolving guest issues by contacting dispatch and Germaine’s supervisor as needed.
- Use the bus microphone to make announcement s and provide engaging commentary for guests.
- Guest Safety and Comfort
- Greet and assist passenger when boarding and exiting the bus, ensuring they feel welcomed and cared for.
- Address guest needs during the journey, such as bathroom stops or ticket upgrades, by coordinating with the driver and dispatch.
- Ticket Management and Upselling
- Ensure that guest tickets, wristbands, and photo cards are properly organized and handed out.
- Manage the ticket manifest by correctly filling in guest details, including ticket count, voucher validation, and attendance, status (e.g.,no-show,drive-out,etc.)
- Upsell package upgrades (e.g., from Original Luau to Hibiscus) by making announcements and processing payments on the bus. Ensure wristbands are issued appropriately for upgraded packages.
- Guest Engagement and Information Sharing
- Provide guests with details about luau, including menus, activities, and ticketing processing.
- Encourage participation in luau activities by providing enthusiastic commentary and creating a fun, engaging atmosphere.
- Introduce the luau experience during the ride, including ticket and meal details, as well as site information (e.g. restrooms, gift shops, etc.)
- On-site Duties at Luau:
- Assist with guest disembarkation at the luau site, ensuring quick and smooth unloading to keep the event on schedule.
- Help manage the photo line to maintain an efficient flow and assist guests in finding seats.
- Participate in escorting guests to various luau areas (e.g. Imu site) and ensure smooth transitions during dinner service by helping with seating arrangements and dismissing tables.
- Handling Payments and Vouchers
- Collect payment for upgrades, process credit card transactions, and ensure proper documentation for each guest.
- Verify and manager vouchers for admission, ensuring proper entry and seat assignments for all guests.
- Post- Event Responsibilities
- Assist with passenger disembarkation at the end of the event and ensure the bus is clean before leaving.
- Turn in all paperwork, including manifest sheets, ticket counts, and any payments or vouchers, collected.
2. Essential Skills (Minimum qualifications individual must possess when entering position) – i.e. skillsets, education, certifications, etc.:
-
-
- Ability to communicate clearly with guests, encourage participation, and handle inquiries.
- Ability to work a flexible schedule – weekends, evenings, holidays. On Call 24/7
- Must have a positive attitude and takes initiative with a strong desire to learn
- Ability to manage guest issues during the bus ride and at the luau, including handling payments and ticket issues.
- Collaborate effectively with the bus driver, other escorts, and luau staff to ensure smooth operations.
- Provide a welcoming and friendly experience for all guests, embodying the values of Germaine’s Luau and Roberts Hawaii.
3. Working Conditions/Job Environment:
-
-
- Must adapt to various weather conditions during transportation and at the outdoor luau locations.
- Desk, chair, computer and phone
- General office equipment and supplies
- Exposure to potential eye and muscle strain due to constant use of computer
- Must be able to sit and stand for extended periods of time
- Walking, standing, kneeling, bending, pulling, pushing
- Light lifting and carrying (40+ pounds)
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 Employer/Vets/Disable
