Hawaii - Associate, Customer Service-Honolulu Airport

Job Description

Posted Tuesday, January 20, 2026 at 1:00 PM

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.

Pay Range: $17.00 to $22.50 hourly

CS Honolulu Airport department deliver professional customer service during arrival and departure at Daniel K. Inouye International Airport, including individual travelers, package tours, and groups.

Note: The following sections outline essential job functions and related duties.

Primary responsibilities: Greet, brief, and assist customers during arrivals and departures at Daniel K. Inouye International Airport, including pre-check of customers arrival and departure documents. Coordinate with airlines and various JTB departments to address and fulfill passenger needs promptly.

Percentages reflect approximate time spent on each function.

• Arrival Assistance
  :

Welcome and brief a high volume of arriving passengers at Daniel K. Inouye International Airport. Confirm customer name, destination, and individual transfer plan, then explain necessary information to them. Read AirJET information accurately, verify baggage tags, and ensure luggage is routed to the correct hotel. Confirm baggage count with the Tour Escort/Leader and the trucking company. Act as a liaison between customers and airlines to resolve baggage related issues, such as lost or damaged baggage, in an efficient and professional manner.

Ensure smooth boarding of passengers onto shared-ride buses or dedicated vehicle by coordinating with transportation company. Report any changes or issues related to arrival information to the appropriate departments.

• Arrival Assistance (continued):

30% of time dedicated to arrival tasks.

• Departure Assistance
  :

Confirm departing customers’ names and check-in details; provide information on departure time, gate, and duty-free souvenirs. Assist customers in locating missing items by coordinating with hotels and, when possible, arranging for items to be delivered to the airport before departure.

20% of time dedicated to departure tasks.

• Problem Resolution
  :

Coordinate with other departments and airline personnel during flight cancellations, delays, or over bookings to reschedule bookings with alternate airlines or arrange accommodations for affected passengers. Assist customers with messages regarding delayed arrival in Japan. Arrange seats for departing customers and negotiate with airlines to accommodate special requests when needed. Report to CS Headquarters and Manager when unable to make adjustments. Communicate seat assignments to customers.

Handle concerns and issues from customers in a timely and professional manner. Coordinate with Japan offices when necessary.

20% of time dedicated to problem resolution.

• Administrative Support
  :

Prepare a variety of documents. Reconfirm return flight with airlines and verify passenger count. Input data into JTB systems such as SUPER STAR. Follow supervisors’ directions during special situations and handle them promptly with the urgency each condition requires. Assist Supervisor with office administrative functions, including office supply inventory, forms control, mail handling, invoice and receipt filing, and VIP updates.

Other Duties:

• Perform special projects and other miscellaneous duties as assigned by management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and Experience

• High school diploma; or equivalent combination of education and experience.
• Possess more than 1 year of experience in the travel industry or equivalent skills.

• Skills and Knowledge

• Must be able to speak, read and write in English and Japanese.
• Possess…