Our Executive Travel Consultant provide services for both Domestic & International request for Executive and VIP level travelers while adhering to client travel policies as well as the Egencia Corporate policy & procedures.The Consultants will ensure optimal executive level customer service through effective use of all computer systems and tools while maintaining positive telephone service techniques and prompt email replies. Consistently provide the highest level of customer service and professionalism ensuring continued support of exceptional travel and value added services. Provide priority wait-listing, preferred seat selection, upgrade management as needed. Recommend to clients efficient and alternate routes, lowest available fares, booking class, exchange rates and travel products/services. Act as a customer liaison with contracted and preferred suppliers. Additional responsibilities include, but are not limited to customer service issue follow-up and resolution, visa/passport processing, voids, refunds, exchanges, split ticketing, etc.
Required skills and Experience
Minimum 5 years as a Corporate Travel Consultant/Agent is required. Prior experience handling VIP/Onsite is preferred
3 years servicing International customers with emphasis on booking practices and theory either in a travel office or call center; ability to read, define and apply International tariff, fare rules, taxes, hub utilization and explicit knowledge/application of International airline contracts.
Proficiency in at least one GDS reservations system(s). Preferably Sabre
Knowledge of Internet Search Processes
Able to assist in all aspects of arranging/booking travel including, air, rail, hotel, car & limo.
Arrange air travel for private jet and / or company jet
Arrange “meet and greet” services as desired by clients
Provide priority wait-listing, preferred seat selection, upgrade management as needed
Provides concierge services relating to restaurant reservation, event tickets, etc. and attendance, including but not limited to locating and securing tickets (at a discounted price, where possible) and assisting with directions to the event.
Assist with arrangements of meeting/conference room planning for off site functions. May also include arrangement of food & beverage services, IT set up and group transportation to the event
Effective follow-up skills from A to Z. Review and confirm all bookings 24/48 hours prior to departure/arrival
Monitor, sort and work all GDS and ExpeRT queues daily to maintain quality control
Maintains client profiles, including information on family members where applicable, ensuring specials requests and reward program information such as frequent flyer / driver / hotel stay are included. Enrolls VIP and family members into loyalty benefit programs
Verify rates for best fares, corporate and preferred discounts and appropriate documentation
Assists travelers with acquiring passport, passport renewals, and visa requirements
Assist & arrange personal travel as specified by account contract
Performs audit reporting / reconciliation as specific to account requirements
Positive interfacing with client’s VIP employees and/ or Admin’s to build solid Egenica business relationships
Must have strong aptitude/understanding for booking highly complex multiple leg international itineraries.
Act as first point of contact for the client regarding all travel related inquires: research and resolve any problems
Continuously strives to provide clients with a positive experience utilizing analytical & strategic skill for a first call resolution
Ability to work autonomously and independently, combined with creative problem solving skills. Pursuit of learning and self-development.
Ability to work from home or office location
Demonstrates a strong sense of urgency while maintaining exemplary detail accuracy under pressure
Strong technical skills, ability to assist and teach customers about online booking tool
Capability of maintaining and building favorable company image when interfacing with outside vendor resources.
Able to work in a fast paced environment, capable of prioritizing, multi-tasking and handle high volume effectively
Understands the importance of quality and accountability with regards to revenue generating tasks and responsibilities
Knowledge of word processing, spreadsheets and email software. Proficiency in Microsoft Office applications preferred
Demonstrates a highly professional attitude and personal presentation in all verbal and written communications.
Maintains strict confidentiality of executives travel information
Flexibility to work any shift including evening and weekend hours during peak travel periods and during emergency travel situations
Some PC and office equipment troubleshooting skills helpful
Able to travel and attend both onsite and offsite meetings as required by Egenica and or client
Positively contributes to team environment
Performs other duties as assigned