Associate - Customer Service, Ala Moana Job at JTB Hawaii, Inc. in Honolulu

Monday, April 15, 2024

JTB Hawaii Travel, LLC (JHT) has evolved and expanded its operations, from 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 Code: Hawaii-Associate Oli Oli - CS Oli Oli Station - Ala Moana

Pay Range: $14.00 - $16.00

PRIMARY RESPONSIBILITIES:

Provide quality and professional customer service, briefing Japanese and non-Japanese clients, and meeting with tours to adjust and finalize itineraries.

Essential Functions

1. Customer Service (30%)
   • Provide general information on dining, shopping, optional tours, etc., and support Japanese and non-Japanese customers at various plaza locations, via telephone or in-person briefings, and the “RAKU-Navi” system for customers before leaving Japan.
2. Booking and Sales (30%)
   • Book optional tours, sell souvenirs, and other items.
   • Occasionally contact the Purchasing Sales division for bookings and reconfirmations. Balance and close daily cash and credit card sales, make deposits, and verify cash on hand.
3. Preparation for LOOK/Chart Group (20%)
   • Prepare documents and materials for arrival tours; review itineraries and arrangements, make simulations 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.
   • 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 tours to adjust and finalize tour itineraries to ensure smooth movement.
4. Problem Solving (20%)
   • Solve problems and help with emergency situations.
   • 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:

• Study guide books and gain knowledge to keep up with ever-changing information regarding dining, shopping, accommodations, etc.
• Occasionally assist with check-in and 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 or as required.
• Serve as backup for Supervisor and managerial staff when required.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

• High school diploma.
• At least one (1) year work experience in the customer service industry. Travel/hospitality industry or related experience preferred.
• At least one (1) year cash handling experience required.
• Able to professionally and effectively communicate in English and Japanese.
• Knowledge of Japanese tour characteristics, culture, and customs.
• Working knowledge of basic computer systems, JTB’s in-house systems and software, application programs, e-mail, and standard office equipment.
• Math skills including usage of a 10-key calculator.
• A valid Hawaii driver’s license with a clean abstract.

Working Conditions:

Working Hours

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

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, and other standard office equipment.

Physical & Mental Demands:

• Able 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 push a wheelchair for disabled customers, if needed.
• Able to handle a high volume of paperwork.
• Able to speak loudly in briefings to be heard over crowds or noisy vehicles.
• 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.
• Seldom – pulling more than 50 pounds, twisting, side bending.
• Not Applicable – crawling, climbing.

Communication Demands:

• Constant – requires talking to customers, reading.
• 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.
• 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.
• Not Applicable – supervising others, training/giving verbal instructions.

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JTB Hawaii Travel, LLC is a drug-free workplace and an Equal Opportunity Employer.