Hawaii - Associate, Customer Service-Honolulu Airport

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

18h • $17 - $23 • Onsite

About The Position

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.
Dayforce Code: Hawaii-Associate-CS Honolulu Airport
Pay Range: $17.00 to $22.50 hourly
CS Honolulu Airport department deliver professional customer service during arrival and departure at Daniel K. Inouye International Airport, including individual travelers, package tours, and groups.

Requirements

• High school diploma; or equivalent combination of education and experience.
• Possess more than 1 year of experience in the travel industry or equivalent skills.
• Must be able to speak, read and write in English and Japanese.
• Possess knowledge of the tour industry, tour movements, and arrangements; possess understanding of Japanese culture and etiquette.
• Possess working knowledge of basic computer systems, application programs such as Microsoft Office, email, and standard office equipment.
• Possess accurate math skills including usage of 10-key calculator, to be able to compute rates, ratios, and percentages.
• Possess knowledge of customer service principles, including proper telephone etiquette and business protocol preferred.
• Able to obtain an airport security badge.

Nice To Haves

• Possession of valid Hawaii driver’s license with clean abstract preferred.

Responsibilities

• Greet, brief, and assist customers during arrivals and departures at Daniel K. Inouye International Airport, including pre-check of customers arrival and departure documents.
• Coordinate with airlines and various JTB departments to address and fulfill passenger needs promptly.
• Welcome and brief a high volume of arriving passengers at Daniel K. Inouye International Airport. Confirm customer name, destination, and individual transfer plan, then explain necessary information to them.
• Read AirJET information accurately, verify baggage tags, and ensure luggage is routed to the correct hotel. Confirm baggage count with the Tour Escort/Leader and the trucking company. Act as a liaison between customers and airlines to resolve baggage related issues, such as lost or damaged baggage, in an efficient and professional manner.
• Ensure smooth boarding of passengers onto shared-ride buses or dedicated vehicle by coordinating with transportation company.
• Report any changes or issues related to arrival information to the appropriate departments.
• Confirm departing customers’ names and check-in details; provide information on departure time, gate, and duty-free souvenirs.
• Assist customers in locating missing items by coordinating with hotels and, when possible, arranging for items to be delivered to the airport before departure.
• Coordinate with other departments and airline personnel during flight cancellations, delays, or overbookings to reschedule bookings with alternate airlines or arrange accommodations for affected passengers.
• Assist customers with messages regarding delayed arrival in Japan.
• Arrange seats for departing customers and negotiate with airlines to accommodate special requests when needed. Report to CS Headquarters and Manager when unable to make adjustments. Communicate seat assignments to customers.
• Handle concerns and issues from customers in a timely and professional manner. Coordinate with Japan offices when necessary.
• Prepare a variety of documents. Reconfirm return flight with airlines and verify passenger count.
• Input data into JTB systems such as SUPER STAR.
• Follow supervisors’ directions during special situations and handle them promptly with the urgency each condition requires.
• Assist Supervisor with office administrative functions, including office supply inventory, forms control, mail handling, invoice and receipt filing, and VIP updates.
• Perform special projects and other miscellaneous duties as assigned by management.

What This Job Offers

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