Hawaii-Associate-Customer Service Honolulu Airport

Job Description

Posted Thursday, June 25, 2026 at 10:00 AM

JTB Hawaii Travel, LLC (JHT) has evolved and expanded its operations, from on‑ground travel support services to inbound Japan travelers, to establishing itself as Hawaii's market leader in innovative entertainment and travel services. JTB Hawaii Travel continues to develop and integrate its expertise, experience and synergy in travel planning, destination promotion and event management as it seeks to further solidify its position as a full‑fledged destination management company (DMC).

Pay Range: $17.00 to $22.50 hourly

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

• Welcome and brief high volume of arriving passengers.
• Confirm customer name, destination, and transfer plan; explain necessary information.
• Verify AirJET information, baggage tags, and ensure luggage is routed correctly.
• Confirm baggage count with tour escort/leader and trucking company.
• Act as liaison between customers and airlines to resolve baggage issues.
• Coordinate boarding onto shared‑ride buses or dedicated vehicle.
• Report any changes or issues related to arrival information to the appropriate departments.

• Confirm departing customers’ names and check‑in details.
• Provide information on departure time, gate, and duty‑free souvenirs.
• Assist customers in locating missing items and arrange delivery to the airport.

• Coordinate with other departments and airline personnel during cancellations, delays, or over bookings.
• Reschedule bookings with alternate airlines or arrange accommodations.
• Assist customers with messages regarding delayed arrival in Japan.
• Arrange seats for departing customers and negotiate with airlines for special requests.
• Report to CS Headquarters and Manager when unable to make adjustments.
• Handle concerns and issues from customers promptly and professionally.

• Prepare documentation and reconfirm return flight with airlines.
• Input data into JTB systems such as SUPER STAR.
• Assist supervisor with office administrative functions (inventory, forms control, mail handling, invoicing).
• Handle special situations in accordance with supervisors’ directions.

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

• High school diploma or equivalent education and experience.
• More than 1 year of experience in the travel industry or equivalent skills.

• Speak, read, and write in English and Japanese.
• Knowledge of tour industry, tour movements, arrangements, and Japanese culture and etiquette.
• Working knowledge of basic computer systems and Microsoft Office.
• Accurate math skills, including use of 10‑key calculator.
• Knowledge of customer service principles and telephone etiquette.
• Able to obtain an airport security badge.
• Valid Hawaii driver’s license with clean abstract (preferred).

• Normal business hours 8:00 a.m. to 5:00 p.m., Sunday–Saturday, including holidays.
• May require work after normal hours and/or on weekends.
• Indoor and outdoor areas, bus loading areas, varying weather conditions.

• General office equipment including phones, fax, copier, PC, scanner.
• Software:
  Windows OS, MS Office.

• Problem‑solving, work independently and cooperatively, handle stressful situations.
• Concentration, accuracy, detail‑oriented, multitasking.
• Speak loudly over crowds or noisy vehicles.
• Lifting, pushing, and carrying requirements as described in the original listing.

• Daily verbal and written communication with customers, coworkers, vendors.
• Occasional written communication to customers and vendors.
• Work on different work sites occasionally.

JTB Hawaii Travel, LLC is a drug‑free workplace and an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.