THE DEPARTMENT
There are several teams within the Air Operations department: Air Contracting & Ticketing, Group Air, Staff Travel, and Air Reservations & Support. They strive to support guests in securing air as part of their travel plans while providing excellent customer service in an ever changing environment. Nearly every GFOB vacation starts and ends with Air. The Air Reservations & Support team serves as the front lines of the Air Department. Their responsibility is to provide air support for new and existing air bookings for our Call Centers via phone and messaging. This team is also responsible for managing incoming carrier schedule changes and updates.
THE ROLE
· Deliver support for airline ticket sales, service, and operations. Assist guests and internal partners with airline reservations by processing new air requests, revisions, and schedule changes
· Effectively communicate with airline suppliers to request revisions and exceptions on behalf of the travel agent or guest
· Understand and communicate specific airline and industry policies and GFOB business rules including, but not limited to:
o Air beyond 331 days
o Codeshare flights
o System generated error messages
o Flex and Instant Purchase (IP) air rules
o Deviations - extra nights, stopovers, air between tours and back to back air
o Matching air between two or more bookings
o Partial or full cancellations of the air reservation
o Seat assignments
o Airline penalties, taxes, fees, and fuel surcharges
o Air promotions
THE POSITION Team members are responsible for the following results:
· Ensuring guest satisfaction by providing exceptional service, one call resolutions and resolving guest complaints or dissatisfaction regarding their air reservations
· Building and maintaining solid business relationships with airlines by establishing rapport and utilizing influence rather than control
· Collaborating with the air team and other internal/external partners to provide support for the sale, service, and operation of air bookings that meet or exceed guest expectations
· Maintaining confidence and protecting operations by keeping information confidential
· Expressing ideas for process improvements to increase flexibility, reduce administrative costs, and increase interactivity with guests
· Positively contribute to a collaborative team effort to achieve the completion of daily work priorities and responsibilities as well as collaborative projects and tasks
· Maintaining minimum performance standards established for the specific position
· A self-starter with strong organizational skills and attention to detail while balancing multiple tasks and responsibilities
EDUCATION
The preferred candidate holds a one-year certificate from college or technical school; or one year related experience and/or training; or equivalent combination of education and experience.
EXPERIENCE PREFERRED
The preferred candidate has noteworthy experience in the following areas:
· 1-3 years of experience with airline contracts, air operations, block space and/or inventory management, or working in a similar position within the travel industry
· Demonstrating the importance of service in retaining guest loyalty
· Building client/guest relationships
· Working knowledge of domestic/international itineraries, faring rules and construction, air regulations and concepts
· Technical and functional expertise on air booking (GDS) systems, preferably Sabre
· Product knowledge of Globus family products, services, and policies
· Experience with Microsoft Office – including Word, Excel, Teams and SharePoint Online
· Interpersonal Effectiveness:
o Integrity and work commitment
o Self confidence in tasks, capabilities, decisions, and ideas
o Adaptability and flexibility to multiple demands and work area needs or changes
o Ability to be self-reliant, take initiative, and effectively resolve difficult client and guest issues independently
EOE
While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.
Job Type: Full-time
Pay: From $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
COVID-19 considerations:
All present and newly hired associates are required to be vaccinated.
Experience:
- Sabre/Airline Reservations: 1 year (Required)
Work Location: Remote