After Hours Travel Advisor

Summary of Position

Provide travel services for business travellers, including arranging domestic and basic international air, ground transportation, hotel, and any 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.

Schedule / Shift

Sat & Sun and Holidays.

Shift is Fri – Tues  4p-1230a CT

Responsibilities and Duties

• Communicate with customer in verbal and written form to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.
• 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.
• Develop an understanding of basic international travel, including fares and pricing, available resources and travel documentation requirements.
• Be consultative with customer, adhering to organization’s Travel Policy guidelines.
• Compute cost of travel related services using the GDS (Global Distribution System) or other booking tools and resources.
• Assist customers with various needs, such as travel changes and special requests, including any necessary problem solving.
• Quality Control each reservation before queuing to the relevant ticketing/quality control queue.
• Work independently and with leadership team when necessary to make effective decisions, including resolving customer service issues.
• 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 throughout the work day to ensure reservations and tasks are accurate and complete. Contact supervisor if any tasks cannot be completed by end of shift.
• Create and update passenger profiles to properly service each traveler.
• Collect payment from customer for travel services according to Client’s Travel 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 (i.e. BARTT, Online Booking Tool, Quality, Banx, etc.)
• Maintain productivity goals as set by leadership.
• Ensure strong intra departmental communication, display positive team spirit, and ensure exemplary customer service to all internal and external clients.
• Must maintain good attendance record.
• Other duties as assigned.

Leadership Responsibilities

• The job has no supervisory responsibilities.

Required of all CTM Positions

• Embrace CTM’s core values of Exceed to Service, Innovate to Generate, Trust to Succeed, Empowered to Achieve, Collaborate to Perform, Recognize to Reward, Play to Win.
• Professional, collaborative, and supportive interaction with employees, clients, suppliers, and vendors.
• Work independently and as part of a team.
• Professional written and verbal communication.
• Meet deadlines, handle, and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure – is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Basic math.
• Read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

Education and Experience

• High School Diploma or equivalent is required
• Minimum of 3 years recent travel counselor experience required

Knowledge, Skills, and Abilities

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Strong interpersonal skills and capability to work effectively with all levels.
• Demonstrates professionalism and skills to maintain positive image.
• Ability to keep confidential any information, observations, or viewpoints regarding business matters.
• High degree of motivation with driving sense of responsibility, accountability, and responsiveness.
• Working knowledge of technology and PC literacy.
• Basic geography knowledge.
• Ability to read and interpret documents.
• Strong communication and customer service skills.Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standard situations.
• Basic working knowledge and understanding of international.