Concierge Travel Advisor

Job

Provide travel services for VIP/Executive level business travelers, including arranging domestic and international air, ground transportation, hotel, and any other travel related services as requested for business and personal travel. 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. This position may also provide mentoring for other less experienced travel advisors.

Position also involves 24x7 accessibility.

12:00 PM - 9:00 PM ET

• Confidently communicate with customers in verbal and written form to determine destination, mode of transportation, travel dates, financial considerations, accommodations, and other services required.
• Interpret vague or nonspecific instructions from the client to draw clear conclusions and assemble accurate travel arrangements. Use of additional resources may be necessary.
• Arrange all travel related services. Including, but not limited to, bookings, such as air, rail, car, car service, hotel, seat assignments, meet and greet services, and any other accommodations requested by the client.
• Arrange private jets and/or charters.
• Provide customer with all travel information such as local customs, points of interest, directions, and special events occurring in various locations.
• Understand, manage, and execute use of upgrades and loyalty programs including follow‑through to ensure services were delivered.
• May be required to have strong working knowledge of unique requirements of complex international travel, including routing, fares and pricing, multi‑destination trips, available resources and travel documentation requirements.
• May be required to have understanding and expertise in international offerings, including airport lounges, day rooms, local currency, local customs, and resources available.
• Use available resources, such as RADIUS network, to stay current on international and global affairs if position requires international travel bookings.
• Use available resources, such as Virtuoso (Virtuoso certification required), to offer executives offerings outside of the corporate traveler experiences, such as but not limited to tours, spa/golf packages, dining reservations.
• Be consultative with customer and proactively anticipate the client's needs to produce optimum results. Execute travel plans with a high level of accuracy while overcoming unanticipated obstacles.
• Display self‑confidence and respect and acknowledge the hierarchal level of a VIP/Executive traveler and/or their administrative assistant.
• Compute cost of travel related services using the GDS (Global Distribution System) or other booking tools and resources.
• Quality Control each reservation before queuing to the relevant ticketing/quality control queue.
• Empowered to resolve customer service issues using resources through leadership and/or vendor representative when necessary. If resolution is outside of monetary guidelines, recommend solution and obtain approval from leadership.
• Negotiate with vendors to ensure the client's needs are met in the best possible way.
• 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 ensuring that all tasks within their team are completed or re‑assigned by end of shift.
• Work with leadership team to identify opportunities for process improvement and continual enhancement to the travel program.
• Create and update passenger profiles to properly service each traveler.
• Facilitate the profile interview process with executive travelers and executive admin, when needed. May require travel to the client's location to conduct interview.
• Collect payment from customer for travel services according to Client's Travel Policy and CTM Policy and Procedures.
• Read daily briefings and industry announcements to keep abreast of…