After Hours Travel Advisor

Summary of Position

Provide travel services for business travelers, including arranging domestic and basic international air, ground transportation, hotel, and any other travel services as requested. Utilize communication skills and teamwork to deliver optimum service and achieve high customer satisfaction, as well as develop strong collaborative relationships with clients and vendors.

Schedule / Shift

Friday - Tuesday

Some flexibility on shift time

Weekends and Holidays are required.

Responsibilities and Duties

• Communicate with customer in verbal and written form to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.
• Arrange all travel related services. Including, but not limited to, bookings, such as air, rail, car, car service, hotel, seat assignments, and any other accommodations requested by the client.
• Develop an understanding of basic international travel, including fares and pricing, available resources and travel documentation requirements.
• Be consultative with customer, adhering to organization’s Travel Policy guidelines.
• Compute cost of travel related services using the GDS (Global Distribution System) or other booking tools and resources.
• Assist customers with various needs, such as travel changes and special requests, including any necessary problem solving.
• Quality Control each reservation before queuing to the relevant ticketing/quality control queue.
• Work independently and with leadership team when necessary to make effective decisions, including resolving customer service issues.
• Review incoming correspondence and materials as needed; prioritize, summarize, and respond in a timely manner.
• Maintain all reservations in a completed state regardless of if authorization to ticket received at time of call.
• Monitor assigned queues throughout the work day to ensure reservations and tasks are accurate and complete. Contact supervisor if any tasks cannot be completed by end of shift.
• Create and update passenger profiles to properly service each traveler.
• Collect payment from customer for travel services according to Client’s Travel Policy and Travel and Transport 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. BARTT, Online Booking Tool, Quality, Banx, etc.)
• Maintain productivity goals as set by leadership.
• Ensure strong intra departmental communication, display positive team spirit, and ensure exemplary customer service to all internal and external clients.
• Must maintain good attendance record.
• Other duties as assigned.

Leadership Responsibilities

• This role does not have supervisory responsibilities.

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 2 years travel counselor experience or equivalent travel industry experience.

Knowledge, Skills, and Abilities

• Strong interpersonal skills and capability to work effectively with all levels.
• Demonstrates professionalism and skills to maintain positive image.
• High level of accuracy and attention to detail.
• Ability to keep confidential any information, observations, or viewpoints regarding business matters.
• High degree of motivation with driving sense of responsibility, accountability, and responsiveness.
• Working knowledge of technology and PC literacy.
• Proficient on GDS.
• Strong ability to prioritize and multi-task.
• Geography knowledge.
• Ability to read and interpret documents.
• Strong communication and customer service skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standard situations.

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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