• Provide travel services for meeting and incentive attendees, including arranging domestic and international air, rail, ground transportation, hotel, and 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.
• Communicate with customer in verbal and written form regarding their meeting or incentive trip, paying close attention to the policies and parameters unique to each program.
• 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.
• Understanding of international travel, including fares and pricing, available resources and travel documentation requirements.
• Be consultative with customer, adhering to organization’s guidelines.
• Assist customers with various needs, such as travel changes, split forms of payments and special requests, including any necessary problem solving.
• Quality Control each reservation before queuing to the relevant ticketing/quality control queue.
• Ability to quickly assess information, anticipate issues and outcomes, and make effective decisions including ability to draw clear conclusions.
• Escalate to leadership for guidance when necessary.
• 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 and tasks throughout the workday to ensure reservations and tasks are accurate and complete.
• Responsible for insuring that all tasks within their team are completed or re-assigned by end of shift.
• Work independently and with leadership team when necessary to make effective decisions, including resolving customer service issues.
• Collect payment from customer for travel services according to Client’s Travel or Meeting 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.
