Hawaii - Associate, Customer Service-Honolulu Airport

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 Airport   [Pay Range:  $14.00 - $19.00]

PRIMARY RESPONSIBILITIES:  Greet, brief, and assist arriving and departing JTB customers at Honolulu International Airport.  Reconfirm flights for clients.  Communicate with airlines and all departments within the JTB organization to take care of passengers’ needs.  Pre-check customers’ arrival and departure documents.

Secondary Functions:

1. Serve as backup for other staff and supervisors in their absence.
2. Perform other duties as required.

Knowledge, Skills, and Abilities:

1. High school diploma or equivalent.
2. Possess at least one (1) year work experience in customer service industry; travel/hospitality industry or related experience preferred.
3. Possess at least one (1) year cash handling experience required.
4. Able to professionally and effectively communicate in English and Japanese (written and verbal).
5. Possess working knowledge of Japanese tour characteristics, Japanese culture and customs.
6. Possess working knowledge of basic computer systems, JTB’s in-house systems and software, application programs, e-mail, and standard office equipment.
7. Possess math skills including usage of 10-key calculator.
8. Possess a valid Hawaii driver’s license with clean abstract.

Working Conditions:

Working Hours

1. Shift work variable between 00:00 to 24:00, Sunday through Saturday including weekends or holidays as deemed necessary.
   1. Full-time – up to 40 hours per week, as deemed necessary.
   2. Part-time - 20-39.9 hours per week, as deemed necessary.
   3. Casual – scheduled only when needed or assigned, numbers of days and hours scheduled vary.
2. Heavy overtime periodically may be necessary, with prior management approval.
3. Regular attendance at the workplace is required.

Working Environment

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, other standard office equipment.

Physical & Mental Demands

1. Able to exercise self-control and handle stressful situations; able to handle angry customers.
2. Able to multitask and work with concentration, accuracy, and attention to detail.
3. Able to push wheelchair for disabled customers, if needed.
4. Able to write a high volume of paperwork.
5. Able to speak loudly in briefings to be heard over crowds or noisy vehicles.
6. Constant – standing, vision, hearing, eye-hand-foot coordination;
7. Frequent – pushing, pulling less than 25 pounds, lifting less than 50 pounds, carrying less than 50 pounds, walking, bending, grasping, handling, finger dexterity;
8. Occasional – pulling 25-50 pounds, lifting more than 50 pounds, carrying more than 50 pounds, sitting, running, stair climbing, squatting, kneeling, stooping, crouching, forward reaching, overhead reach;
9. Seldom – pulling more than 50 pounds, twisting, side bending;
10. 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 trade persons/vendors, talking on the telephone, responding to written or verbal requests of co-workers, receiving verbal instructions;
3. 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;
4. Seldom – requires visiting/working at different worksites;
5. Not Applicable – supervising others, training/giving verbal instructions.

***

JTB Hawaii, Inc. is a drug free workplace and an Equal Opportunity Employer.