Duties and Responsibilities:
Plans, prices, and negotiates domestic and international group travel in support of various group movements.
Provides superior customer service through the maintenance and communication of travel related information.
Accountable for processing bookings via various methods, making error free reservations, and securing the lowest possible airfares according to program requirements.
Accountable for meeting contractual obligations on a program-by-program basis, monitoring block space deadlines, ticketing codes, and other requirements.
Individually responsible for quality control issues, including reservation and ticketing errors, and airline under-collections.
Creating a positive environment of teamwork is an integral part of the group travel managers success.
Internal customer service is as important to our success as external customer service. We count on every member of our team to promote a positive work place for each other.
Develop workflows, processes and efficiencies in the groups department to efficiently service clients and manage custom programs
Price, strategize and deliver travel logistics
Answers all calls as soon as possible in a friendly, courteous way, and according to the client-directed service level agreements
Manages all general customer enquiries promptly and effectively
Returns all calls and messages according to ALTOUR service standards, keeping customers informed of developments and changes in a timely manner
Promotes a positive working environment
Answers program related questions as necessary
Participates on operational conference calls and prepares inclusive Program Guidelines to share with the team
Deliver internal employee travel service and support
Book, report and comply with all internal travel compliance programs
Keeps management appraised of any registration back-log or impending service issue
Gains ticketing & budget approvals according to program guidelines
Monitors attendee and customer satisfaction and alerts management to potential problems in a timely manner
Ensures optimum customer service through effective use of phone systems and positive telephone service techniques
Complies with flexible work hours as business needs dictate
Performs ticketing and exchange processes accurately, and with appropriate accounting data
Responsible for finalizing refunds and closing programs in a timely manner
Run all necessary travel reports
Proof report to ensure all deposits and cancellations, as well as any additional items (train tickets, additional airfares due by individuals, etc.)
Build workflows around client service requirements
Crisis Management planning and execution
Knowledge of airline computer systems (preferably SABRE) and back office system
Prior experience coordinating group travel
Ability to work independently and manage a team
Must be a problem solver
Must be able to remove emotion from customer service issues
Ability to work well with others, providing team leadership
Ability to prioritize and schedule
Strong organizational skills
Excellent communications between land coordinators or clients
Ability to work well under pressure
Good time management
Attention to detail
Flexible work schedule
Must have the ability to travel and work remotely on supporting air
Continued education and training in customer service
Regular and dependable attendance and punctuality is required.
Sedentary work. Exerting up to 10 pounds of force occasionally and/ or negligible amount of force frequently or constantly to lift, carry, push or otherwise move objects. Sedentary work involves sitting most of the time.
Job requires employee to sit for extended periods of time without being able to leave the work area.
Repetitive motion, substantial movements (motions) of the wrists, hands, and/ or fingers.
Typing or otherwise working primarily with fingers.
Must be able to comprehend instructions, interpret documents, and apply abstract principles to a wide range of complex tasks.
Ability to understand the meanings of words and effectively respond, analyze information and write reports, and comprehend complex issues and communicate effectively to diverse groups.
Job requires employee to preform basic arithmetic accurately and compute rates and percentages.
Must be able to communicate effectively and professionally (verbally and in writing) as appropriate for the needs of the audience.
ALTOUR is an Equal Opportunity Employer
Website : http://www.altour.com/
As one of the most sophisticated and savvy leaders in the travel world, Altour has earned its reputation by pioneering cutting edge technology and delivering the highest level of personal attention. Our group of travel related companies manages the corporate, group and individual needs of travelers in such diverse fields as fashion, entertainment, production, finance and leisure travel. As one of the largest travel companies in the United States, we also serve clients through our offices in London and Paris. We boast a team of experienced and client-focused advisors who know how to take advantage of Altour's unique position in the global travel market to deliver exceptional value and service.