Office Clerk - Reservations

Location: On-Site - Kaneohe, HI.

Schedule: Full-time. Weekend and holiday availability required.

Shift Expectation: Generally from 7:00 AM - 3:30 PM or 8:00 AM - 4:30 PM. Shifts are subject to change in accordance with business and operational requirements

Position Overview

The Office Clerk in our Reservations office is responsible for providing exceptional customer service to guests, wholesale agencies, and vendors via phone, email, and in person. This role involves fulfilling reservation needs, actively promoting and selling tours, packages, and products, and accurately managing all reservations and associated revenue. The ideal candidate will assist guests with questions, handle complaints, and use Kualoa's customer service standards to ensure an outstanding guest experience while accurately managing all reservations and associated tasks.

Key Responsibilities

• Deliver outstanding customer service to guests, agencies, and vendors, both over the phone and in person.
• Fulfill reservation requests and proactively promote tours, packages, and products to maximize sales.
• Provide accurate information regarding tour pricing, restrictions, routes, and availability.
• Create, monitor, and maintain reservations using the electronic reservation and register systems.
• Manage daily transactions in accordance with company policies.
• Coordinate transportation logistics, including ordering vehicles from bus companies for guest transport to and from Waikiki.
• Prepare and distribute daily manifests for all departments to ensure smooth operations.
• Greet and check in guests for various tours and packages, providing instructions on tour restrictions and property points of interest.
• Utilize strong communication skills to handle a high volume of inquiries and transactions in a fast-paced environment.
• Collaborate with other departments to ensure seamless guest service and satisfaction.

Minimum Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience, preferably in the hospitality industry.
• Experience working in a call center or handling multiple phone lines is preferred.
• Proficiency in computer applications such as Excel, Outlook, Google Docs, and Word.
• At least 4 months of cash handling experience.
• Strong multitasking and problem-solving abilities in a fast-paced environment.
• Bilingual in Japanese, Chinese, Korean, or Spanish are highly preferred but not required.