Guest Relations Agent

About the Role

Blue Hawaiian Helicopters is seeking a Guest Relations Agent for their Honolulu, HI location. This full-time, onsite position focuses on delivering exceptional, personalized service to guests at every interaction, from reservations and check-in to retail sales and operational support. The role is crucial in enhancing base revenue through service sales and ensuring guests have a memorable vacation experience. The ideal candidate will possess strong sales acumen and a passion for high-touch customer service, acting as a local expert on attractions and tours.

Responsibilities

• Provide every guest with a professional, courteous greeting and outstanding service.
• Build rapport and trust with guests, assisting them in selecting products that meet their needs through effective questioning.
• Achieve or surpass established sales targets in a commission-based setting.
• Effectively upsell products by illustrating potential benefits and planning guest itineraries to enhance their experience.
• Address and resolve guest issues promptly and satisfactorily, ensuring follow-up for complete resolution.
• Demonstrate proficiency in in-person sales and occasional phone sales.
• Utilize sales techniques to create urgency and secure sales, process payments, and finalize bookings.
• Deliver a comprehensive recap of purchases and express gratitude for the guest's business.
• Undertake other duties as assigned.

Requirements

• High school diploma or GED, with 1-3 years of related experience or equivalent combination of education and experience.
• 1-2 years of sales or upselling experience in a performance-driven environment.
• Exceptional guest service skills.
• In-depth knowledge of local attractions and the surrounding area.
• Familiarity with the travel or ticket industry, and prior concierge experience is advantageous.
• Previous operational experience is preferred.
• Adaptable to business changes and able to support internal transitions.
• Skilled in overcoming objections and proposing alternative solutions.
• Maintain punctuality and a professional appearance.
• Excellent written and verbal communication skills in English; bilingual abilities are a plus.
• Strong listening skills to accurately identify customer needs.
• Self-motivated with the capacity to work independently in a sales-focused role.
• Ability to occasionally lift up to 25 pounds and stand for extended periods.
• Proven ability to manage multiple tasks and prioritize effectively.
• Intermediate proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Typing speed of 30-40 words per minute.

Additional Job Requirements

• Must be available to work Sunday through Saturday.
• Typically work 3-5 days per week, including at least one weekend day (Saturday or Sunday).
• Flexibility to work any shift (opening, mid, or closing) between 7 am and 6 pm, and at any desk.
• Travel is not required for this position (0% travel).

Perks

• Access to industry-leading benefits (details available on the company's benefits page).

Eligibility

Candidates with a high school diploma or GED and 1-3 years of relevant experience, including 1-2 years in sales or upselling within a performance-driven setting, are encouraged to apply. Exceptional customer service skills and comprehensive knowledge of local attractions are essential. Bilingual candidates are a plus.