Hawaii - Associate, Customer Service, Waikiki

Job Description

Posted Thursday, January 1, 2026 at 11:00 AM | Expires Tuesday, September 1, 2026 at 9:59 AM

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.

Primary Responsibilities: Provide professional quality customer service; briefing Japanese and non
- Japanese clients with tour reservations, and adjust and finalize itineraries.

Essential Functions

30 %

Customer Service

Provide general information on dining, shopping, optional tours, etc. S upport Japanese and non - Japanese customers at various plaza locations , telephone or in-person briefing , and “RAKU-Navi” system for customers before their departure from Japan.

20 %

Problem Solving

Resolve concerns and issues and assist with emergency situations. Report to supervisor and CS operations any extraordinary incidents with tours, such as accidents, long flight delays, missing and/or damaged baggage, etc.

20 %

Preparation for Look/Chart Group

• Prepare documents and materials for arrival tours; review itinerary and arrangements, create simulation for incoming groups, and plan workflow according to updated movements.
• Adjust arrangements when necessary and inform CS Headquarters 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 tour to adjust and finalize tour itinerary to ensure smooth movement.

30%

Reserve optional tours, sell souvenirs and other merchandise. Occasionally contact Options department/options vender for booking confirmations. Balance and close daily cash and credit card sales; handle deposits, verify c ash on hand.

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/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, as required.
• Serve as backup for Supervisor and management when required.
• Perform other duties as assigned.

Knowledge, Skills and Abilities:

• High school graduate.
• Possess at least one (1) year experience in customer service or travel industry preferred.
• Possess at least one (1) year cash handling experience.
• Able to professionally and effectively communicate and negotiate with employees, business partners, and clients in Japanese and English via written and verbal communication.
• Able to work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner.
• Possess knowledge of customer service including telephone etiquette, business protocol preferable.
• Possess working knowledge of Hawaii’s tourism infrastructure, Japanese tour characteristics, and Japanese culture and customs.
• Possess working knowledge and skills with basic computer systems and software, application programs, e-mail and standard office equipment.
• Possess a valid Hawaii Driver’s license preferred .

Working Conditions:

Working Hours

• Shift work variable between 6 :00 a.m. and 10 :00 p.m.
• Full-time - up to 40 hours per week as deemed necessary. Number of days and hours scheduled will vary. Overtime, weekend and holiday work required with prior management approval.
• Part-time – between 20 ~ 39.9 hours per week as deemed necessary.
• On-call - work when needed or assigned.
• Air conditioned office.
• Work offsite as necessary to provide various support services for both LOOK, large tours and VIPs.
• Subject to varying weather conditions, up to and including, noise, dust, fumes and vehicle…