Travel Advisor, Executive

Summary of Position

Provide travel services for VIP/Executive level business travelers, arranging domestic and/or international air, ground transportation, hotel, and other travel related services as requested. Communicate with team to deliver optimum service and achieve high customer satisfaction. Develop strong collaborative relationships with clients and vendors. Provide mentoring for other less experienced travel advisors as requested.

Schedule / Shift

9:00am - 6:00pm CT

Responsibilities and Duties

• Communicate with customer in verbal and written form to determine destination, mode of transportation, travel dates, financial considerations, accommodations, and services required.
• Interpret instructions from the client to draw clear conclusions and assemble accurate travel arrangements. Use additional resources when necessary.
• Arrange travel related service bookings, such as air, rail, car, car service, hotel, seat assignments, and any other accommodations requested by the client.
• Understanding of international travel, including fares, pricing, available resources, and travel documentation requirements.
• Understand, manage, and execute use of upgrades and loyalty programs including follow-through to ensure services were delivered.
• Consult with customer and proactively anticipate the client’s needs to produce optimum results. Execute travel plans with a high level of accuracy while overcoming unanticipated obstacles. Produce results that will exceed an executive traveler’s expectations.
• Respect and acknowledge the hierarchal level of a VIP/Executive traveler and/or their administrative assistant.
• Compute cost of travel related services using the GDS (Global Distribution System) or other booking tools and resources.
• Quality Control each reservation before queuing to the relevant ticketing/quality control queue.
• Resolve customer service issues using resources through leadership and/or vendor representative when necessary. If resolution is outside of monetary guidelines, recommend solution and obtain approval from leadership.
• Review incoming correspondence and materials as needed; prioritize, summarize, and respond in a timely manner.
• Communicate all necessary information to travelers and travel arrangers to ensure expectations are met. This information includes: travel itineraries, fare rules and regulations, confirmation numbers, cancellation policies, prepaid’s, code shares, upgrades, passenger preferences, Industry updates, clients travel policies, credit card verifications, destination and delivery information.
• Maintain reservations in a completed state regardless of if authorization to ticket received at time of call.
• Monitor assigned queues and tasks throughout the workday to ensure reservations and tasks are accurate and complete. Ensure that tasks within the team are completed or re-assigned by end of shift.
• Work with leadership team to identify opportunities for process improvement and continual enhancement to the travel program.
• Collect payment from customer for travel services according to Client’s Travel Policy and CTM Policy and Procedures.
• Read daily briefings and industry announcements to keep abreast of industry developments.
• Participate in training opportunities to maintain and expand travel knowledge and customer service skills.
• Maintain a comprehensive working knowledge of GDS and any other product used for specific account being handled (i.e. CTM Advisor, Online Booking Tool, iQCX, Finisher, Banx, etc.)
• Maintain productivity goals as set by leadership.
• Ensure strong intra departmental communication, positive team spirit, and exemplary customer service.
• Develop trusting relationships with executive admin and executive travelers while demonstrating superior customer service.
• Build collaborative relationships with vendors to reach targeted goals.
• Work outside of regular shift during special events or times of crisis.
• Monitor flights of executive travelers using available resources, such as Preview and Flight Stats/PNR Monitor.
• Book personal travel for executives and their family members or other travel companions.
• Arrange travel for small corporate groups and secure special group rates for airlines and hotel at the best price.
• Conduct initial introduction and interview of executive traveler profiles. This may include client onsite visit. Responsible for ongoing profile updates.
• Must maintain regular and reliable attendance.
• Other duties as assigned.

Education and Experience

• High School Diploma or equivalent is required.
• Post-Secondary Education in Travel and Tourism.
• For external applicants this position requires at least 5 years travel counselor experience or equivalent travel industry experience
• Experience with GDS (Sabre) required

EEO Statement

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us by clicking here. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

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