Lead Travel Consultant

What You'll Do

• Assists Travel Consultants on a real time basis with questions related to client specific policies, standards in creating Passenger Name Records, and questions related to the use of various technical tools.
• Monitors call and email queues to ensure timely servicing of inbound contacts; participates on "MOD" real time rotation when required.
• Creates or maintains training documents with current processes and procedures.
• Training new and existing consultants on process changes.
• Assists Team Leader with monitoring customer service and technical skills and provides immediate feedback.
• Communicates new information to ensure consistent procedures are followed.
• Provides feedback via one on one and mini coaching sessions as needed.
• Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (VIP, Concierge, Film/TV Production, News and Publicity) travelers.
• Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation - entertainment client sector requires a high level of creativity and booking in obscure production locations at times.
• Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.) and uses available online resources to ensure compliance with clients' travel policy.

What We're Looking For

• High School Diploma required.
• 7+ years of customer service experience, including 5+ years as a travel consultant.
• VIP, specialty, entertainment/production, publicity, news, and sports travel experience highly desired.
• Strong verbal and written communication skills.
• Excellent attention to detail with active listening and information gathering abilities.
• Proactive, solutions oriented consultant with accountability and strong customer service focus.
• Specialist expertise in VIP, concierge, relocation, recruitment, or another specialty travel.
• Advanced knowledge of the travel industry, including complex international reservations, pricing rules, and policy compliance.
• Proficiency in fare calculations, ticketing, refunds, exchanges, and root cause analysis.
• Availability 24/7.

Benefits and Work Arrangement

Remote work arrangement; only for UK based candidates.

Benefits include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

Travel perks: choice of deals each week from major travel providers on flights, hotels, cruises and car rentals.

Equal Opportunity Employer

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

We are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process.