Dynamic Bilingual Japanese & English Customer Service Associate – Guest Experience & Sales Specialist – Waikiki Destination Management – Elevate Hawaiian Hospitality

Welcome to brighthush – The Heartbeat of Hawaiian Hospitality

brighthush is more than a destination management company; we are the pulse that drives every traveler’s Hawaiian adventure. From the first hello over the phone to the final farewell at the airport, we orchestrate world‑class entertainment, seamless travel logistics, and authentic cultural immersion into a single, unforgettable experience. Our Waikiki hub is the frontline of this magic, where dedicated professionals like you turn curiosity into delight and questions into memories. If you thrive in a fast‑paced, customer‑centric environment and love bridging cultures, brighthush invites you to become a key player in our story.

Why Waikiki? Why brighthush?

• Iconic Location: Work in the heart of Waikiki, surrounded by world‑class resorts, vibrant markets, and the breathtaking Pacific.
• Dynamic Team: Collaborate with seasoned travel professionals, event planners, and local partners who share a commitment to excellence.
• Clear Career Ladder: From entry‑level associate to senior customer experience manager, brighthush offers a transparent progression path backed by continuous learning.
• Inclusive Culture: We celebrate diversity, encourage innovation, and prioritize work‑life balance—because a happy team delivers unforgettable guest experiences.

Key Responsibilities

As a Customer Service Associate, you will be the trusted guide for both Japanese and non‑Japanese travelers. Your day will blend customer interaction, sales, problem resolution, and meticulous preparation to ensure flawless tours.

• Customer Service (30%)
  • Provide detailed information on dining, shopping, optional tours, and local attractions.
  • Support guests at multiple touchpoints—plaza locations, telephone, and in‑person briefings—using the “RAKU‑Navi” system.
  • Deliver personalized itineraries and answer queries with empathy and accuracy.
• Sales & Booking (30%)
  • Sell and book optional tours, merchandise, and special experiences.
  • Coordinate with the Options Department and vendors for booking confirmations.
  • Process payments, enter data into our reservation system, and verify optional tour reports.
  • Balance and close daily cash and credit card sales; manage deposits and verify cash on hand.
• Problem Resolution (20%)
  • Address customer concerns, complaints, and emergency situations with professionalism.
  • Report extraordinary incidents—such as accidents, flight delays, or lost baggage—to the CS Operations team.
  • Collaborate with relevant stakeholders to resolve issues swiftly and maintain guest satisfaction.
• LOOK/Chart Group Preparation (20%)
  • Prepare documents and materials for arrival tours, reviewing itineraries and arrangements.
  • Create simulations for incoming groups and plan workflow based on updated movements.
  • Adjust tour arrangements as needed and communicate changes to CS Headquarters and staff.
  • Verify rooming lists, special requests, and inventory vouchers to ensure seamless operations.
• Additional Duties
  • Execute special projects and miscellaneous tasks assigned by management.
  • Participate in continuous improvement initiatives to enhance guest experience.

Essential Qualifications

• Education: High school diploma or equivalent.
• Experience: Minimum 1 year in the travel industry or related customer‑service role.
• Language Proficiency: Fluent in both English and Japanese (reading, writing, speaking).
• Industry Knowledge: Understanding of tour movements, arrangements, and Japanese culture & etiquette.
• Technical Skills: Proficient with Microsoft Office, email, and standard office equipment; comfortable using reservation systems.
• Mathematical Aptitude: Accurate basic math skills, including use of a 10‑key calculator for rates, ratios, and percentages.
• Customer Service Principles: Knowledge of telephone etiquette, business protocol, and conflict resolution.

Preferred Qualifications & Competencies

• Experience with reservation or tour management software (e.g., RAKU‑Navi).
• Previous exposure to high‑volume customer service environments.
• Strong organizational skills and meticulous attention to detail.
• Ability to multitask, prioritize, and adapt in a dynamic setting.
• Proactive problem‑solving mindset and a calm demeanor under pressure.
• Team player who thrives in collaborative, cross‑functional settings.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Associate, you will:

• Gain exposure to all facets of destination management—from itinerary design to on‑site execution.
• Participate in monthly training sessions covering industry trends, cultural sensitivity, and advanced customer‑experience techniques.
• Earn certifications in travel technology platforms and customer‑service excellence.
• Progress to roles such as Senior Associate, Team Lead, or Operations Manager, with clear performance metrics and mentorship.
• Benefit from a structured career roadmap that aligns your personal goals with brighthush’s strategic vision.

Work Environment & Company Culture

Our Waikiki office is a vibrant, inclusive hub where creativity meets professionalism. Highlights include:

• Air‑conditioned workspace with modern amenities.
• Flexible scheduling options to accommodate peak travel seasons.
• Regular team‑building events, cultural celebrations, and community outreach programs.
• A supportive leadership team that values transparency, feedback, and employee well‑being.
• Access to on‑site wellness resources, including yoga classes and mindfulness workshops.

Compensation, Perks, and Benefits

We offer a competitive hourly rate ranging from $17.00 to $22.50, commensurate with experience and performance. In addition to base pay, brighthush provides:

• Health, dental, and vision insurance for full‑time employees.
• Paid time off, including vacation, sick leave, and holidays.
• Employee discount program for local attractions, tours, and partner services.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee recognition program with quarterly awards and spot bonuses.
• Flexible work arrangements during off‑peak periods.

How to Apply

If you are ready to bring your bilingual customer‑service expertise to a dynamic, growth‑oriented team, we encourage you to apply today. Submit your resume and a brief cover letter highlighting your experience with Japanese travelers and your passion for Hawaiian hospitality.

Join brighthush and help us create unforgettable journeys for guests from around the world.

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