Guest Relations Representative

Māʻalaea, Maui, Hawaii | Full-Time | Non-Exempt | Hybrid

Aloha, and mahalo for your interest in joining our team.

Pacific Whale Foundation is a Maui-based nonprofit on a mission to inspire and advance conservation for whales, dolphins and the ocean. Our social enterprise, PacWhale Eco-Adventures, welcomes guests aboard eco-friendly cruises from Māʻalaea Harbor, and those cruises fund the research, education, and conservation programs that make our work possible.

We are looking for a warm, motivated Guest Relations Representative to connect our guests with the conservation work their experience helps fund.

About the Role

This is a dual-function position. You will serve as a frontline guest services representative, checking in cruise guests, handling escalated calls, and booking reservations, while also driving mission-based outbound engagement: thanking guests and donors, recruiting volunteers, extending event invitations, and sharing how PacWhale Eco-Adventures cruises power our ocean conservation programs.

The Guest Relations Representative is the entry point into our Guest Relations career path, which advances to Guest Relations Lead and then Guest Relations Supervisor.

What You Will Do

• Deliver exceptional service to guests in person and by phone.
• Check in cruise guests, support the self-service kiosk, and serve as a Welcome Ambassador for private charters.
• Book and manage reservations in FareHarbor.
• Make outbound calls to thank guests, invite them to events, sign up volunteers, and grow donor support.
• Re-engage lapsed donors and inspire recurring monthly giving.
• Log call outcomes and guest records accurately the same day.
• Represent our mission and values in every interaction.

What We Are Looking For

• Six or more months in customer service, guest relations, or a similar role.

• Excellent verbal communication and a warm, professional phone presence.
• Comfort balancing inbound and outbound calls in the same shift.
• Availability to work weekends, holidays, and early or late shifts as scheduled.
• Reliable high-speed internet and a quiet, private workspace for remote workdays.
• A genuine passion for ocean conservation and our mission.

Preferred

• Reservation system experience; FareHarbor is a plus.
• Nonprofit fundraising, donor relations, or phone sales experience.

Schedule & Work Arrangement

This is a hybrid position with one to three remote days per week, varying by season. During peak whale season and other high-volume periods, you will work primarily on-site to support heavier check-in and inbound call demand. Slower periods shift more days to remote outbound calling. Your specific schedule is set by your supervisor based on cruise volume, call demand, and staffing needs. A company laptop is provided for remote workdays.

Compensation & Benefits

• Competitive base hourly pay.
• Performance bonus paid every two weeks, from $2 to $5 per goal, with the per-goal rate increasing as you reach more goals within the two-week period. Goals are based on converting potential advocates to a desired outcome over the phone, including volunteer sign-ups, event attendance, and mission education.
• Company laptop provided for remote workdays.
• Based at our Māʻalaea headquarters on Maui.

Our Mission

"To inspire and advance conservation for whales, dolphins and the ocean."

Our Values

We live by three core values in everything we do:

• Kuleana (Reciprocal Responsibility): We take responsibility for our interactions with the ocean, the land, our communities, and each other.

• Aloha (Humility & Compassion): Through empathy, integrity, and mutual respect, we nurture a culture of belonging and collaboration.
• Hoʻomau (Wisdom & Creativity): We persevere with innovation and the pursuit of knowledge to protect the ocean for generations to come.

Mahalo for considering Pacific Whale Foundation. We look forward to hearing from you.