VIP Passenger Manager

The Passenger Services Administrator performs a wide variety of administrative, customer service, and other professional travel functions.

The diverse responsibilities and functions of the position require the capacity to abstract, conceptualize, organize, and integrate different sources of information into a coherent and practical frame of reference. The geographic expanse of assigned regions and the diverse range of programmatic services provided contribute to an operational complexity that requires a high level of ability and skills. Independent judgment is required in dealing with day-to-day problems and establishing priorities.

• Share responsibility for answering phones with other Passenger Services staff.
• Process incoming bookings and send confirmation materials.
• Process incoming reservation payments and maintain accurate financial records.
• Assist with preparation of pre-departure passenger materials, including confirmations, insurance, pre-departure information mailings, visa information, invoices, and tour staff briefing materials.
• Serve as back-up for tours and other tasks handled by other passenger services team members. This requires basic familiarization with company trip portfolio and ability to answer passenger and client inquiries and requests.
• Maintain and update database records with passenger information. This includes prepares trip manifests and other reports to be sent to client organizations, ground operators, and tour staff such as rooming lists, berthing charts, passport manifests, and arrival and departure reports.
• Prepare and review outgoing documents/correspondence to ensure accuracy, clarity, proper format, completeness, and conformance with company and client instructions.
• Correspond with existing passengers and client organizations regarding trips. This may include giving information on suggested travel dates and routes, program availability, extensions, accommodations (including ships and trains), specific tour excursions, and transportation. This may also include giving advice and assurances regarding health concerns, emergency/safety resources, and US State Department travel warnings.
• Handle follow-up on passenger forms and information, and ensure payments and forms are received in a timely manner, and keep a record of incoming and outgoing passenger correspondence within the database.
• Verify air and land arrangements to ensure continuity with group travel dates, and notify the appropriate operations manager or ground operator if passengers need extra services.
• Work with operations managers and client organizations to deliver pre- and post-departure services for group sizes ranging up to 100 participants.
• May occasionally (usually once per year, but not guaranteed) be invited to travel on one of our programs as an assistant tour manager.

• Excellent written and oral communication skills are a requisite.
• Meticulous attention to detail and accuracy. Ability to audit complex spreadsheets for errors and inconsistencies.
• Exceptional customer service skills are a must. The business caters to VIPs who expect the best.
• General knowledge of the travel industry and assigned destinations.
• Proficiency in MS Word, including advanced formatting and editing features, and in MS Excel, including simple formulas and data sorting. Ability to learn new programs quickly.
• Energetic, upbeat, and able to thrive in a collaborative team environment.
• Ability to handle a large administrative workload while juggling a changing list of priorities.
• Ability to work independently, proactively, and under time pressure with minimal instruction.