Top meeting planners, sales operations and procurement teams at Fortune 100 companies trust Maritz Travel as their event management services partner. We’re here to help deliver business meetings and incentive travel programs that make an impact with customers, employees and stakeholders.
Unlike other event management companies, we take a science-based approach to corporate event management. We use the latest findings from neuroscience researchers to design and execute events that transform businesses and people. We focus on individual business objectives that drive business results and improve engagement with customers, employees and channel partners.
But it's our team that really sets us apart. The drive behind our power is our team's passion. We aren't just passionate about corporate event management. We're also passionate about our team and our culture. A great work culture doesn't happen by accident. Guided by our Signature Core Value - First, Take Good Care of Each Other - the Maritz Travel culture has been consciously designed to connect every single one of our people to the purpose and beliefs that we are working toward every day.
Books and confirms travel arrangements for program guests based upon the guidelines provided by the client to ensure all expectations are met.
***Fluency in Spanish is a requirement for this position***
The scope of this position is dependent upon the assigned program, which will vary from client-to-client and program-to-program. In general, may handle approximately 1,200 to 4,000 transactions (original ticket issuance, reissues, refunds or voids), 3,000+ inbound phone calls, and 100+ programs per team and fiscal.
No direct reports. No budgetary responsibility.
Reporting and Working Relationships
Reports to the Manager, Sr Manager, Director or Senior Director of Guest Services.
Interfaces directly with Program Guests, Clients, Meeting Event Managers, Meeting Event Coordinators, Account Managers, Account Executives, Guest Services team and support departments.
Books airline reservations for program attendees 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 attendee 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 participants. 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).
Tracks and follows up on critical dates to ensure report and program deadlines are met. Communicates pertinent updates to the Project Managers and appropriate team members. Responds to attendee 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 Project Managers and Supervisors prior to final mailing, or program operation date.
Attends ongoing training to enhance knowledge, skills, and abilities. Performs special assignments as directed by management. 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.
1. Bachelor’s degree or equivalent travel industry experience required. Hospitality or Event Management related degree a plus.
2. Fluency in Spanish required. (Fluency will be considered strong Spanish conversational skills and parts of the interview will conducted in Spanish)
3. Proven record with strong customer service skills.
4. Must be very detail oriented and have strong problem solving skills to research and resolve customer inquiries with minimal supervision.
5 Professional oral communication, written communication, and effective listening skills to ensure the customers understand and are satisfied with their reservations.
6. Strong MS Office skills (Word, Excel, PowerPoint) along with the technical aptitude to learn new technology.