Guide (On-Call)

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.

Tachibana Enterprises, LLC

Job Description

PRIMARY RESPONSIBILITIES:   Escort individuals or groups on sightseeing tours or to places of interest, such as commercial establishments, public buildings, art galleries or museums, and other visitor attractions.  Provide information that is interesting and educational.  The guide also assists individuals or groups in activities that require communications with a third party, such as hotels, restaurants, technical visits, and site inspections. 

Percentage

Time Spent      Essential Job Functions

   75%         *     Tour guiding:

                          Follow set travel itineraries and schedules, cater to special interests and needs of individuals or groups.  Itineraries may be written in Japanese and or English.

   25%         *     Assist with Hotel Check In/Out, Airport Check In & Dining Reservations

1. Assist with communication with hotel Front Desk staff with check in / out. 
2. Guide customer to airline check-in counter for departure flight, and security gate.  Provide direction to boarding gate and explain gate departure time.
3. Assist with restaurant menu selection and explain how to pay meal bill.       

Other Duties:  Performs all other duties as assigned.

Supervisory Responsibilities:    N/A

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

1. High School graduate or equivalent experience.
2. Minimum of six (6)-months customer service experience or equivalent experience desirable;
3. Possess excellent customer service skills in the hospitality industry.

 Skills and Knowledge

1.   Possess knowledge of tour industry, tour movements, and arrangements; working knowledge of Hawaii’s tourism infrastructure, and understanding of different countries’ tour characteristics and needs.

2.   Able to effectively and professionally communicate with employees, business partners, and clients in English and Japanese, via written and verbal communication methods.

3.   Able to read tour itinerary in English and Japanese.

4.   Possess basic computer skills and working knowledge of hardware, software applications, such as Word, Excel, Outlook.

 Working Conditions:

 On-Call status   not regularly scheduled to work; they do not have a set schedule.  Business needs dictate when work is assigned.

Guides who are On-Call status will be allowed to work for a company that competes directly or indirectly with the Company.  Employees must fully disclose plans and obtain written approval from their supervisor or manager.  Outside employment already held must be fully disclosed and authorized by the supervisor or manager.

Casual status - are regularly scheduled to work less than twenty (20) hours per week.  Casual employees are eligible for statutory benefits if requirements are met.

Working Environment

Subject to indoor and outdoor environmental conditions, including air-condition, weather conditions, dust, vehicle exhaust and fumes. 

Equipment Used – n/a

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

1. Able to handle stressful situations and solve problems in a calm, professional manner.
2. Able to handle multiple tasks.
3. Constant - requires standing, walking, vision, hearing, eye-hand-foot coordination
4. Occasional – sitting and stair climbing
5. Not Applicable – pushing, pulling/lifting/carrying less than 25 pounds, pulling/ lifting/carrying more than 25 pounds, bending, crawling, squatting, kneeling, stooping, climbing, forward reaching, twisting, side bending, overhead reach, grasping, handling, finger dexterity

Communication Demands

1. Constant – requires talking to customers, receiving verbal and written instruction, reading, visiting/working at different worksites;
2. Occasional – requires talking to co-workers and outside trades persons/vendors;
3. Seldom – requires talking on the telephone;
4. Not Applicable – written communication to co-workers/customers/outside trades person/vendors, supervising others, responding to written or verbal requests of co-workers and vendors, training/giving verbal instructions, writing/composing written language.

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