Associate - Customer Service, Waikiki

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:

November, 2022

Company:

JTB Hawaii Travel, LLC

Reports To:

Supervisor

Division:

Customer Service

Direct Reports:

n/a

Department:

Customer Service (CS)

FLSA Status:

Non-exempt

Salary Grade:

5  [pay range:  $14.00 - $19.00]

Primary Responsibilities:  Provide professional quality Customer Service; briefing Japanese and non- Japanese clients with tour reservations, and adjust and finalize itineraries.

Percent Time Spent

Essential Functions

30%

Customer Service

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

20%

Problem Solving

Solve problems and assist with emergency situations.  Report to supervisor and CS operations any extraordinary incidents with tours, such as accidents, long flight delays, missing and/or damaged baggage, etc.

20%

Preparation for Look/Chart Group

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

30%

Sales

Book optional tours, sell souvenirs and other merchandise.  Occasionally contact optional department/op vender for booking/reconfirms. Balance and close daily cash and credit card sales; makes deposits, verifies cash on hand.

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, as required.
5. Serve as backup for Supervisor and management when required.
6. Perform other duties as assigned.

Knowledge, Skills and Abilities:

1. High school graduate.
2. Possess at least one (1) year experience in Customer Service or travel industry preferred.
3. Possess at least one (1) year cash handling experience.
4. Able to professionally and effectively communicate and negotiate with employees, business partners, and clients in Japanese and English via written and verbal communication. 
5. Able to work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner.
6. Possess knowledge of Customer Service including telephone etiquette, business protocol preferable.
7. Possess working knowledge of Hawaii's tourism infrastructure, Japanese tour characteristics, and Japanese culture and customs.
8. Possess working knowledge and skills with basic computer systems and software, application programs, e-mail and standard office equipment.
9. Basic math, 10-key, cash handling skills.
10. Possess a valid Hawaii Driver's license preferred.

Working Conditions:

Working Hours

1. Shift work variable between 6:00 a.m. and 10:00 p.m.
2. Full-time - up to 40 hours per week as deemed necessary.  Number of days and hours scheduled will vary.  Overtime, weekend and holiday work required with prior management approval.
3. Part-time - between 20 ~ 39.9 hours per week as deemed necessary.  
4. On-call - work when needed or assigned.

Working Environment

1. Air conditioned office.
2. Work offsite as necessary to provide various support services for both LOOK, large tours and VIPs.
3. Subject to varying weather conditions, up to and including, noise, dust, fumes and vehicle exhaust.

Equipment Used

Copier, 10-key calculator, computer and printer, multi-line telephone system, cellular phone, facsimile machine, other standard office equipment; vehicle.

 Physical and Mental Demands

1. Problem-solving skills to flexibly meet demands of customers.
2. Able to exercise self-control and handle stressful situations and in handling angry customers.
3. Able to work with concentration, accuracy, and attention to detail.
4. Able to handle multiple tasks simultaneously.
5. Constant - vision, hearing, eye-hand-foot coordination;
6. Frequent - standing, walking, bending, forward reaching, grasping, handling, finger dexterity
7. Occasional - pushing, pulling/lifting/carrying less than 25 pounds to 50 pounds, lifting and carrying more than 50 pounds, running, stair climbing, squatting, kneeling, stooping, crouching, overhead reach;
8. Seldom - pulling more than 50 pounds, twisting, side bending;
9. Not applicable - crawling, climbing.

Communication Demands

1. Constant - requires talking to customers, reading;
2. Frequent - requires talking and written communication to co-workers, talking to outside trades persons/vendors, talking on the telephones, responding to written or verbal requests of vendors, receiving verbal instructions;
3. Occasional - requires written communication to customers and outside trades person/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.