Associate - Customer Service- Ala Moana Center

JTB Hawaii, Inc., is a dynamic leader in travel services, event planning and management, transportation, golf tours and merchandising in the Hawaiian Islands.  The company has evolved from its roots in servicing inbound Japan travelers to its current position as a provider of creative and comprehensive global travel and entertainment solutions.

JTB Hawaii Travel, LLC

Job Description

Position:

Associate

Date:

January 2024

Company:

JTB Hawaii Travel, LLC

Reports To:

CS Supervisor

Division:

Customer Service

Direct Reports:

N/A

Department:

CS Ala Moana

FLSA Status:

Non-Exempt

Salary Grade:

5   [Pay Range:  $14.00 - $19.00]

Dayforce Code: Hawaii-Associate Oli Oli-CS Oli Oli Station - Ala Moana

PRIMARY RESPONSIBILITIES: Provide quality and professional Customer Service, briefing Japanese and non-Japanese clients, and meeting with tours to adjust and finalize itineraries.

Percent Time Spent

Essential Functions

30%

Customer Service

1. Provide general information on dining, shopping, optional tours, etc. and support Japanese and non-Japanese customers at various plaza locations, telephone or briefing in person, and "RAKU-Navi" system for customers before leaving Japan.

30%

Sales

1. Books optional tours, sell souvenirs, other items.
2. Occasionally contacts Purchasing Sales division for booking and reconfirmations. Balance and close daily cash and credit card sales, make deposits, and verify cash on hand.

20%

Preparation for LOOK/Chart Group

1. Prepare documents and materials for arrival tours; review itinerary and arrangements, make simulation for incoming groups, and plan workflow according to updated movements.  Adjust arrangements when necessary and inform Customer Service Headquarters (CSHQ) and/or other staff.  Transmit total group counts to affiliated companies.
2. Prepare documents and complete paperwork for arrival, departure, and in-house tours as required.
3. Review rooming lists of arrival groups provided by hotels to verify that requests such as category, room type, bed type, view, etc. are confirmed.
4. Inventory vouchers, meal coupons, 'Oli 'Oli/JTB phones, office supplies, and other equipment and materials.
5. Meet with tour to adjust and finalize tour itinerary to ensure smooth movement.

20%

Problem Solving

1. Solve problems and help with emergency situations.
2. Report to Supervisor and Customer Service operations any extraordinary incidents with tours such as accidents, long flight delays, missing and damaged baggage, etc.

Secondary Functions:

1. Study guide books and gain knowledge to keep up with ever-changing information regarding dining, shopping, accommodations, etc.
2. Occasionally assist with check-in and check-out for JTB customers, FITs, etc. at various hotels.
3. Assist at hotel, banquet, or restaurant functions.
4. Assist other departments or sections including rotations at Plazas, during peak periods or as required.
5. Serve as backup for Supervisor and managerial staff when required.
6. Perform other duties as assigned.

Knowledge, Skills, and Abilities:

1. High school diploma.
2. Possess at least one (1) year work experience in Customer Service industry. Travel/hospitality industry or related experience preferred.
3. Possess at least one (1) year cash handling experience required.
4. Able to professionally and effectively communicate in English and Japanese.
5. Possess knowledge of Japanese tour characteristics, Japanese culture and customs.
6. Possess working knowledge of basic computer systems, JTB's in-house systems and software, application programs, e-mail, and standard office equipment.
7. Possess math skills including usage of 10-key calculator.
8. Possess a valid Hawaii driver's license with clean abstract.

Working Conditions:

Working Hours

1. Shift work variable between 6:00 AM to 10:00 PM, Sunday through Saturday including weekends or holidays as deemed necessary.
   1. Full-time - up to 40 hours per week as deemed necessary.
   2. Part-time - 20-39.9 hours per week as deemed necessary.
   3. Casual - scheduled only when needed or assigned, numbers of days and hours scheduled vary.
2. Heavy overtime periodically may be necessary with prior management approval.
3. Regular attendance at the workplace is required.

Working Environment

Indoor areas with and without air-conditioning, sheltered outdoor areas, bus loading areas with exposure to noise, dust, fumes and vehicle exhaust.

Equipment Used

Computer, printer, telephone, facsimile, copier, wireless phone, two-way radio, 10-key calculator, other standard office equipment.

Physical & Mental Demands

1. Able to exercise self-control and handle stressful situations; able to handle angry customers.
2. Able to multitask and work with concentration, accuracy, and attention to detail.
3. Able to push wheelchair for disabled customers, if needed.
4. Able to handle high volume of paperwork.
5. Able to speak loudly in briefings to be heard over crowds or noisy vehicles.
6. Constant - vision, hearing, eye-hand-foot coordination;
7. Frequent - standing, walking, bending, forward reaching, grasping, handling, finger dexterity;
8. Occasional - pushing, pulling up to 50 pounds, lifting up to and more than 50 pounds, carrying up to and more than 50 pounds, running, stair climbing, squatting, kneeling, stooping, crouching, overhead reach;
9. Seldom - pulling more than 50 pounds, twisting, side bending;
10. Not Applicable - crawling, climbing.

Communication Demands

1. Constant - require talking to customers, reading;
2. Frequent - requires talking and written communication to co-workers, talking to outside trade persons/vendors, talking on the telephone, responding to written or verbal requests of co-workers, receiving verbal instructions;
3. Occasional - requires written communication to customers and outside trade persons/vendors, responding to written or verbal requests of vendors, receiving written instructions, writing/composing written language, visiting/working at different worksites;
4. Not Applicable - supervising others, training/giving verbal instructions.

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JTB Hawaii, Inc. is a drug free workplace and an Equal Opportunity Employer.