Manages corporate and international travel bookings using Sabre, including air, hotel, car, and transportation reservations. Leads account support, assists and trains travel agents, manages queues and ticketing, resolves client issues, maintains service-level requirements, and identifies workflow improvements. Provides travel expertise, interprets fare rules and federal travel regulations, communicates with airlines and clients, and meets productivity and service KPIs.
ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country.
ADTRAV is seeking a Travel Consultant – Team Lead to be responsible for all aspects of travel management for our clients and serves as the lead for a group of accounts under the guidance of our operations management team. This includes conversing with customers through multiple communication channels to determine destination, mode of transportation, travel dates, financial considerations and accommodations required. The Travel Consultant – Team Lead will also be responsible for booking and issuing domestic and international airline itineraries, hotel reservations and transportation reservations through a GDS system and assisting other agents with their booking requests.
Essential Duties and Responsibilities include the following:
- Work with the management team to support the day-to-day operations of a group of accounts.
- Act as a subject matter expert and assist agents with questions or issues, being a first level support for agents on applications, processes, procedures, and policies. Escalate issues to management as needed.
- Assist management team with agent training on the accounts and the policies and procedures of the team.
- Execute Sabre spectra’s, ensuring transactions are processed supporting contractual requirements.
- Assist with overseeing queue management and ensuring that all tasks within the team are completed within Service Level Agreements.
- Ensure tickets are issued and assist with issuing if needed.
- Identify process and workflow efficiencies and training opportunities and provide recommendations to management on how to improve.
- Assist with updating job aids and other documentation on the accounts.
- Act as a liaison with clients when management is not available. Research customer service issues through resolution at the direction of management.
- Answer calls and emails promptly from clients who are requesting new travel arrangements or changes to existing itineraries.
- Utilize Sabre to book and issue airline, hotel, car, and other reservations, accurately and efficiently.
- Maintain sufficient account knowledge to assist clients without delay.
- Check queues daily to ensure accuracy and that all issued tickets are complete.
- Maintain service non-stop programs such as preferred vendors, Waiver/Favors, RezCritiques, and Vacation Referrals.
- Provide travel expertise to clients.
- Send quotes for domestic and international travel, decipher fare rules, understand open skies and FAA rules and be able to assist in training agents on these topics.
- Meet KPIs as outlined by management (e.g., productivity, transactions, etc.), including maintaining consistent attendance and adherence to the schedule.
- Communicate with airlines on flight changes, seating, and upgrades and provide updates to the client as needed.
- Follow ADTRAV policies, procedures, and approved workflows on how to service travelers.
- Demonstrate excellent customer service, professionalism, empathy, and problem-solving skills in all interactions.
- Communicate effectively with other agents and employees to solve problems, gather information, and service travelers.
- Become knowledgeable in ADTRAV's industry and customer base.
- Participate in ongoing training to continuously build knowledge and skills in the industry.
- Represent ADTRAV by embracing the company values and fostering positive working relationships with employees, partners, vendors, and clients.
- Adhere to all company policies and procedures.
- Perform other duties and responsibilities as assigned.
Qualifications:
- High school diploma or equivalent required.
- At least 2 years of experience booking domestic and international travel; complex international a plus.
- Experience as a senior travel consultant or mentor a plus.
- Strong international background in both geographical locations and rate structures.
- Experience using a GDS System; Sabre required, Amadeus a plus.
- Highly knowledgeable of city, airline, hotel, and car rental codes.
- Understanding of federal travel regulations, Fly America Act and Open Skies Agreement.
- Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
- Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
- Proficient in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
- Exceptional customer service skills with a commitment to providing a positive traveler experience.
- Excellent English verbal and written communication skills, including basic business writing, grammar, and proofreading abilities.
- Strong listening and interpersonal skills with the ability to respond to traveler needs professionally, empathetically, and appropriately.
- Ability to maintain composure, professionalism, and confidentiality when handling sensitive or complex travel situations.
- Demonstrated attention to detail and accuracy, with the ability to identify discrepancies and resolve issues proactively.
- Highly organized, self-motivated, and capable of managing multiple priorities in a fast-paced environment with minimal supervision.
- Strong problem-solving and critical-thinking skills with the ability to research issues and recommend solutions.
- Excellent time management and organizational skills with the ability to meet deadlines and adapt to changing priorities.
- Ability to communicate ideas effectively while remaining open to coaching, feedback, and direction.
- Exhibits leadership traits to motivate, communicate, and provide feedback.
- Exercises discretion and judgment when providing feedback, guidance, clarification, and training.
- Demonstrates professionalism, collaboration, and a positive attitude when interacting with employees, managers, clients, and travelers.
- Ability to work remotely while meeting company home office and productivity requirements.
- Ability to sit and work at a computer for extended periods of time, without leaving the work area.
- Able to maintain confidentiality of company and client information.
- Able to work a schedule that falls between Monday-Friday, 7am-7pm CT. Able to work some overtime, weekends and holidays as needed.
- Able to successfully pass a credit, criminal, and/or employment reference background check.
The pay range for this position is $27-29/hour; consideration may be given outside this range. Pay is based on experience working as a team lead/senior consultant and booking corporate and complex international travel. There are opportunities for quarterly bonuses based on meeting outlined KPIs. ADTRAV offers a competitive benefits package that includes medical, dental, vision, life, disability, Flexible Spending Accounts, 401(k), and PTO.
ADTRAV Corporation an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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