Hawaii - Associate, Customer Service, Waikiki

Human Resources – JTB Americas Group of Companies (JTB Americas, JTB Hawaii, JTB Hawaii Travel, JTB USA, MC&A, Tachibana Enterprises, Travel Plaza Transportation) • Honolulu, HI

40d • $17 - $23

About The Position

JTB Hawaii Travel, LLC, (JHT) has evolved and expanded its operations, from an on-the-ground travel support services to inbound Japan travelers, to establishing itself as Hawaii's market leader in innovative entertainment and travel services. JTB Hawaii Travel continues to develop and integrate its expertise, experience and synergy in travel planning, destination promotion and event management as it seeks to further solidify its position as a full-fledged destination management company (DMC).
Dayforce: Hawaii-Associate-CS, Waikiki [Pay Range $17.00 - $22.50]
Primary Responsibilities: Provide professional quality customer service; briefing Japanese and non- Japanese clients with tour reservations, and adjust and finalize itineraries.

Requirements

• High school graduate.
• Possess at least one (1) year experience in customer service or travel industry preferred.
• Possess at least one (1) year cash handling experience.
• Able to professionally and effectively communicate and negotiate with employees, business partners, and clients in Japanese and English via written and verbal communication.
• Able to work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner.
• Possess knowledge of customer service including telephone etiquette, business protocol preferable.
• Possess working knowledge of Hawaii’s tourism infrastructure, Japanese tour characteristics, and Japanese culture and customs.
• Possess working knowledge and skills with basic computer systems and software, application programs, e-mail and standard office equipment.
• Basic math, 10-key, cash handling skills.
• Possess a valid Hawaii Driver’s license preferred.
• Problem-solving skills to flexibly meet demands of customers.
• Able to exercise self-control and handle stressful situations and in handling angry customers.
• Able to work with concentration, accuracy, and attention to detail.
• Able to handle multiple tasks simultaneously.
• Constant – vision, hearing, eye-hand-foot coordination;
• Frequent – standing, walking, bending, forward reaching, grasping, handling, finger dexterity
• 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;
• Seldom – pulling more than 50 pounds, twisting, side bending;
• Constant – requires talking to customers, reading;
• 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;
• Occasional – requires written communication to customers and outside trades person/vendors, receiving written instructions, writing/composing written language, visiting/working at different worksites;

Responsibilities

• 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.
• Resolve concerns and issues 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.
• Prepare documents and materials for arrival tours; review itinerary and arrangements, create simulation for incoming groups, and plan workflow according to updated movements.
• Adjust arrangements when necessary and inform CS Headquarters and/or other staff; transmit total group counts to affiliated companies.
• Prepare documents and complete paperwork for arrival, departure and in-house tours as required.
• Review rooming lists of arrival groups provided by hotels to verify that requests such as category, room type, bed type, view, etc. are confirmed.
• Inventory vouchers, meal coupons, ‘Oli ‘Oli /JTB phones, office supplies, and other equipment and materials.
• Meet with tour to adjust and finalize tour itinerary to ensure smooth movement.
• Reserve optional tours, sell souvenirs and other merchandise.
• Occasionally contact Options department/options vender for booking confirmations.
• Balance and close daily cash and credit card sales; handle deposits, verify cash on hand.
• Study guide books and gain knowledge to keep up with ever-changing information regarding dining, shopping, accommodations, etc.
• Occasionally assist with check-in/check-out for JTB customers, FITs, etc. at various hotels.
• Assist at hotel, banquet or restaurant functions.
• Assist other departments or sections, including rotations at Plazas, during peak periods, as required.
• Serve as backup for Supervisor and management when required.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED