Job Description Summary

QUALIFID APPLICANT MUST HAVE EXPERIENCE WITH A GLOBAL DISTRIBUTION SYSTEM

Reporting and Working Relationships

Reports to the Manager, Sr Manager, Director or Sr Director, Guest Services. Interfaces directly with Program Guests, Clients, Meeting Event Managers, Event Coordinators, Account Managers, Account Executives, Guest Services team and support departments.

Primary Responsibilities

55% - Books airline reservations for program guests based on client specifications. Utilizes scripts/standard workflow processes, applies the appropriate airline contracts, utilizes and/or manages block space, completes program accounting information, and stores airfares. Services guest phone calls and answers program-related questions. Communicates travel itineraries, fare rules/regulations, confirmation numbers, cancellation policies, code shares, upgrades, seating confirmation, and industry updates via phone, fax, and e-mail to guests. Documents all airline records via the Global Distribution System (GDS). Ensures that price quotes are ticketed accurately, preferred carriers are maximized, and that ARC (Airline Reporting Corporation) policy requirements are met. Provides Travel Directors with supporting documentation and information required to successfully operate program(s).

25% - Tracks and follows up on critical dates to ensure report and program deadlines are met. Communicates pertinent updates to the Meeting Event Managers and appropriate team members. Responds to guest land requests. Reviews and tests websites prior to the sites going live. Reviews reports on a weekly basis for accuracy. Completes all accounting functions pertaining to client specifications. Communicates any unpaid status attendees to the assigned Meeting Event Manager and Quality Support Specialist prior to final mailing, or program operation date.

20% - Attends ongoing training to enhance knowledge, skills, and abilities. Performs special assignments as directed by management which may include attending an onsite operation. Attends department and program meetings to discuss updates, industry changes, policies, client specific information, process improvements, challenges, best practices, and recognize/reward team members. Researches customer inquiries. Acts as a Coach for new Travel Consultants. Assists with training in the classroom. Provides support in development of skills. Provides mentoring and assistance to new Lead Travel Consultants and with development of department SOPs. Assists with testing and piloting of new processes and system applications.

Qualifications

1. Bachelor’s degree or equivalent travel industry experience required. Hospitality or Event Management related degree a plus.

2. Proven record with strong customer service skills.

3. Thorough understanding and working knowledge of domestic, Hawaiian, Mexican, Canadian, and Caribbean fares and travel arrangements required. Proficient with international airline fares, applicable rules, upgrades, issues, exchanges, refunds, schedule changes, and miscellaneous change orders required.

4. Proven Travel Consultant with a minimum of 1 or 2 years’ experience and the ability to self-ticket preferred.

5. Able to successfully lead international programs.

6. Must be very detail oriented and have strong problem solving skills to research and resolve customer inquiries with minimal supervision.

7. Professional oral communication, written communication, and effective listening skills to ensure the customers’ understand and are satisfied with their reservations.

8. Strong MS Office skills (Outlook, Excel, Word) along with the technical aptitude to learn new technology.

DISCLAIMER: This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.