Hawaii - Manager, Customer Service-Waikiki

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- Manager-CS Manager  [Pay Range:   $55,000 - $85,000]

PRIMARY RESPONSIBILITIES:  Manage and oversee movement of customer service for incoming Japanese and non-Japanese customers to ensure smooth operation. Create and maintain good relationship with tour escorts and sales offices to promote tours to Hawaii.  Plan, coordinate, enforce, and monitor section goals and objectives.

Secondary Functions:

1. Consider and request purchase of essential equipment and supplies. Verify, approve, and process payments and expenses.
2. Analyze sectional budget to identify areas where reductions can be made and recommend to senior management.
3. Assist General Manager in all areas of customer service to ensure smooth operation.
4. Perform other duties as assigned.

Knowledge, Skills, and Abilities:

1. Bachelor’s degree or equivalent.
2. Possess at least five (5) to seven (7) years’ experience in the travel industry/hospitality customer service industry.
3. Possess five (5) years managerial and supervisory experience.
4. Able to professionally and effectively communicate in English and Japanese.
5. Possess personnel management skills and able to enforce federal, state, and company regulations.
6. Possess knowledge of Japanese tour characteristics, Japanese culture and customs.
7. Possess working knowledge of basic computer systems, JTB’s in-house systems and software, application programs, e-mail, and standard office equipment.
8. Possess knowledge of telephone operation, telephone etiquette, and business protocol.
9. Possess problem solving skills to flexibly meet demands of customers.
10. Able to research, calculate estimations, and provide appropriate data to senior management when making budgeting decisions.
11. Possess a valid Hawaii driver’s license with clean abstract.

Working Conditions:

Working Hours

1. Normal business hours between 6:00 AM to 10:00 PM, Sunday through Saturday including weekends or holidays as deemed necessary.
2. On call for emergencies 24 hours a day.
3. May entertain VIPs after normal business hours.
4. Regular attendance at the workplace is required.

Working Environment

1. Indoor areas with and without air-conditioning, sheltered outdoor areas, bus loading areas with exposure to noise, dust, vehicle exhaust and fumes.
2. Work offsite as necessary to provide various support services for LOOK, large tours, and VIPs.

Equipment Used

1. Computer, printer, telephone, facsimile, copier, wireless phone, two-way radio, 10-key calculator, other standard office equipment.
2. Company vehicle with prior approval from Corporate Operations.

Physical & Mental Demands

1. Able to handle difficult situations in a timely and professional manner.
2. Able to work with alertness and attention to detail and flexibility, using judgment and discretion, and able to make decisions and use self-control.
3. Constant – vision, hearing, eye-hand-foot coordination
4. Frequent – standing, walking, bending, forward reaching, grasping, handling, finger dexterity
5. Occasional – pushing, pulling up to 50 pounds, lifting up to and more than 50 pounds, carrying up to and more than 50 pounds, sitting, running, stair climbing, squatting, kneeling, stooping, crouching, overhead reach
6. Seldom – pulling more than 50 pounds, twisting, side bending
7. 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, supervising others, responding to written or verbal requests of co-workers, training/giving verbal instructions, receiving verbal instructions
3. Occasional – requires written communication to co-workers 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 Responsibilities:

1. Daily wellness check prior to coming to work.
2. Facemasks must be worn at all times while at work.
3. Frequent hand washing or sanitizing required.
4. Keep your distance to maintain at least 6 feet of physical distance between you and your co-workers when physical barriers (such as walls or partitions) are not available.
5. 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 feasible.
6. Stay home when sick. Avoid spreading virus to others.
7. Set clear expectations regarding illness.  Be sure sick employees do not come to work and/or send them home.
8. Know what to do if an employee gets sick at work.  Sick employees should be separated from other employees and customers.

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