JTB Hawaii Travel, LLC
Job Description
Position Title:
Associate
Date:
October 2025
Division:
Customer Service Division
Reports to:
CS Honolulu Airport, Supervisor
Department:
CS Honolulu Airport
Direct Reports:
N/A
Job Rank:
1
FLSA Status:
Non-Exempt
Pay Grade:
Hawaii-Non-Exempt 1
Remote Work Status
N/A
Home Office Location
Honolulu, HI
Dayforce Code: Hawaii-Associate-CS Honolulu Airport
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.
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.
Essential Job Functions
Percentage
Time Spent
Essential Job Functions
30%
Arrivals 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.
30%
Departures 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%
Problem resolution:
Coordinate with other departments and airline personnel during flight cancellations, delays, or overbookings 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%
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:
Performs special projects and other miscellaneous duties as assigned by management.
Minimum Qualification Requirements:
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 knowledge of the tour industry, tour movements, and…