JTB Hawaii, Inc.
Hawaii - Manager, Customer Service-Waikiki
JTB Hawaii, Inc., Honolulu, Hawaii, United States, 96814
Monday, October 14, 2024JTB 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).PRIMARY RESPONSIBILITIES:Enforce policies and procedures set forth by the company as they relate to the successful operation of Customer Service Headquarters (CSHQ) Operations, Arrangement, and Customer Relations. Oversee staff in their duties of controlling inbound Japanese and non-Japanese tour movements. Serve as liaison between various Japan regional offices, sales offices, and Hawaii office regarding past, present, and future tour movements.Essential Functions35%
Collaborate with Senior Manager and General Manager to plan and discuss departmental goals, enforce organizational policies, objectives, and programs. Enforce departmental and company policies and procedures to Assistant Manager, Supervisor and staff.Coordinate activities of CSHQ Operations, Arrangement, and Customer Relations. Determine and standardize work procedures. Prepare and adjust work schedules and expedite workflow to meet deadlines. Oversee completion of all jobs assigned.Establish and maintain a viable communications network with management, supervisor, staff, and related affiliates, and with external contacts, including state and city governmental agencies.35%
Act as liaison to coordinate events and activities between hotels, vendors, airlines, JTB customers, and others. Communicate with supervisory staff in other sections to ensure that all aspects of tour operations function smoothly.Respond to and resolve customer complaints and problems. Report results to other sections and specific authorities such as police, airlines, etc.Collect data and create tour operation reports periodically.In case of emergency, collect customer data from available documentation: in-house, arrival, departure records including Honolulu/neighbor islands and issue instructions as necessary. Create reports to Japan as well.30%
Evaluate performance of Assistant Manager/Supervisor and assist in evaluating Supervisor and staff. Analyze and solve problems relating to staff responsibilities. Motivate, train, and assist staff in the performance of their job duties. Conduct individual meetings with employees. Resolve interpersonal conflicts among staff.Initiate or recommend actions to management staff as it relates to personnel, including interviewing prospective employees, hiring, promotions, transfers, discharges, or disciplinary measures.Secondary Functions:Oversee administrative paperwork related to CSHQ personnel, including checking and approving time sheets, leave of absence requests, and other personnel related work.Maintain records, prepare reports and statistical analyses as required.Serve as backup to Senior Manager and General Manager of Customer Service division as required.May assist at various other Customer Service locations if need arises.Perform other duties as assigned.Knowledge, Skills, and Abilities:Possess a minimum of five (5) to seven (7) years’ experience in customer service industry. Travel/hospitality industry or related experience preferred.Possess at least five (5) – seven (7) years’ management experience.Able to professionally and effectively communicate in English and Japanese.Possess knowledge of Japanese tour characteristics, Japanese culture and customs.Possess knowledge of telephone operation, telephone etiquette, and business protocol.Possess problem solving skills to flexibly meet demands of customers.Possess working knowledge of basic computer systems, JTB’s in-house systems and software, application programs, e-mail, and standard office equipment.Possess a valid Hawaii driver’s license with clean abstract.Working Conditions:Working HoursNormal business hours: between 4:00 AM to 6:00 PM, Sunday through Saturday, including weekends and holidays, as deemed necessary.On call for emergencies 24 hours a day.Regular attendance at the workplace is required.Air-conditioned office or, remote workplace.Works in large, open room with approximately 50 to 60 employees and multiple computer consoles.Equipment UsedIn-house computer system, personal computer, printers, 10-key calculator, copy machine, facsimile machine, telephone, and other standard office equipment.Physical & Mental DemandsAble to exercise self-control and handle stressful situations; able to handle angry customers.Able to multitask and work with concentration, accuracy, and attention to detail.Able to handle difficult situations in a timely and professional manner.Able to use judgment and discretion; able to make decisions and use self-control.Constant – sitting, vision, hearing, eye-hand-foot coordination.Occasional – pushing, pulling/lifting/carrying up to 50 pounds, standing, running, stair climbing, squatting, kneeling, stooping, couching, overhead reach.Seldom – pulling more than 50 pounds, twisting, side bending.Not Applicable – crawling, climbing.Communication DemandsConstant – requires talking to customers, reading.Frequent – requires talking and written communication to co-workers, talking to outside trade persons/vendors, talking to the telephone, supervising others, responding to written or verbal requests of co-workers, training/giving verbal instructions.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.COVID-19 ResponsibilitiesDaily wellness check prior to coming to work.Facemasks must be worn at all times while at work.Frequent hand washing or sanitizing.Keep your distance to maintain at least six (6) feet of physical distance between you and your co-workers when physical barriers (such as walls or partitions) are not available.Perform routine environmental cleaning, disinfection, and ventilation. Routinely clean and disinfect all frequently touched surfaces, such as workstations, countertops, handrails, and doorknobs. Discourage sharing of tools and equipment, if possible.Stay home when sick; avoid spreading virus to others.Set clear expectations regarding illness. Make sure sick employees do not come to work.Know what to do if an employee gets sick at work. Sick employees should be separated from other employees and customers.***JTB Hawaii Travel, LLC is a drug-free workplace and an Equal Opportunity Employer.
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Collaborate with Senior Manager and General Manager to plan and discuss departmental goals, enforce organizational policies, objectives, and programs. Enforce departmental and company policies and procedures to Assistant Manager, Supervisor and staff.Coordinate activities of CSHQ Operations, Arrangement, and Customer Relations. Determine and standardize work procedures. Prepare and adjust work schedules and expedite workflow to meet deadlines. Oversee completion of all jobs assigned.Establish and maintain a viable communications network with management, supervisor, staff, and related affiliates, and with external contacts, including state and city governmental agencies.35%
Act as liaison to coordinate events and activities between hotels, vendors, airlines, JTB customers, and others. Communicate with supervisory staff in other sections to ensure that all aspects of tour operations function smoothly.Respond to and resolve customer complaints and problems. Report results to other sections and specific authorities such as police, airlines, etc.Collect data and create tour operation reports periodically.In case of emergency, collect customer data from available documentation: in-house, arrival, departure records including Honolulu/neighbor islands and issue instructions as necessary. Create reports to Japan as well.30%
Evaluate performance of Assistant Manager/Supervisor and assist in evaluating Supervisor and staff. Analyze and solve problems relating to staff responsibilities. Motivate, train, and assist staff in the performance of their job duties. Conduct individual meetings with employees. Resolve interpersonal conflicts among staff.Initiate or recommend actions to management staff as it relates to personnel, including interviewing prospective employees, hiring, promotions, transfers, discharges, or disciplinary measures.Secondary Functions:Oversee administrative paperwork related to CSHQ personnel, including checking and approving time sheets, leave of absence requests, and other personnel related work.Maintain records, prepare reports and statistical analyses as required.Serve as backup to Senior Manager and General Manager of Customer Service division as required.May assist at various other Customer Service locations if need arises.Perform other duties as assigned.Knowledge, Skills, and Abilities:Possess a minimum of five (5) to seven (7) years’ experience in customer service industry. Travel/hospitality industry or related experience preferred.Possess at least five (5) – seven (7) years’ management experience.Able to professionally and effectively communicate in English and Japanese.Possess knowledge of Japanese tour characteristics, Japanese culture and customs.Possess knowledge of telephone operation, telephone etiquette, and business protocol.Possess problem solving skills to flexibly meet demands of customers.Possess working knowledge of basic computer systems, JTB’s in-house systems and software, application programs, e-mail, and standard office equipment.Possess a valid Hawaii driver’s license with clean abstract.Working Conditions:Working HoursNormal business hours: between 4:00 AM to 6:00 PM, Sunday through Saturday, including weekends and holidays, as deemed necessary.On call for emergencies 24 hours a day.Regular attendance at the workplace is required.Air-conditioned office or, remote workplace.Works in large, open room with approximately 50 to 60 employees and multiple computer consoles.Equipment UsedIn-house computer system, personal computer, printers, 10-key calculator, copy machine, facsimile machine, telephone, and other standard office equipment.Physical & Mental DemandsAble to exercise self-control and handle stressful situations; able to handle angry customers.Able to multitask and work with concentration, accuracy, and attention to detail.Able to handle difficult situations in a timely and professional manner.Able to use judgment and discretion; able to make decisions and use self-control.Constant – sitting, vision, hearing, eye-hand-foot coordination.Occasional – pushing, pulling/lifting/carrying up to 50 pounds, standing, running, stair climbing, squatting, kneeling, stooping, couching, overhead reach.Seldom – pulling more than 50 pounds, twisting, side bending.Not Applicable – crawling, climbing.Communication DemandsConstant – requires talking to customers, reading.Frequent – requires talking and written communication to co-workers, talking to outside trade persons/vendors, talking to the telephone, supervising others, responding to written or verbal requests of co-workers, training/giving verbal instructions.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.COVID-19 ResponsibilitiesDaily wellness check prior to coming to work.Facemasks must be worn at all times while at work.Frequent hand washing or sanitizing.Keep your distance to maintain at least six (6) feet of physical distance between you and your co-workers when physical barriers (such as walls or partitions) are not available.Perform routine environmental cleaning, disinfection, and ventilation. Routinely clean and disinfect all frequently touched surfaces, such as workstations, countertops, handrails, and doorknobs. Discourage sharing of tools and equipment, if possible.Stay home when sick; avoid spreading virus to others.Set clear expectations regarding illness. Make sure sick employees do not come to work.Know what to do if an employee gets sick at work. Sick employees should be separated from other employees and customers.***JTB Hawaii Travel, LLC is a drug-free workplace and an Equal Opportunity Employer.
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