[Hiring] Corporate Concierge Travel Consultant @Internova Travel Group

Role Description

Altour has an exciting opportunity for an experienced VIP Travel Agent who understands offering white-glove service to top clients. The Corporate Concierge Travel Consultant is the first point of contact between the traveler and ALTOUR. This role will tend to the needs of the traveler with an exceptional level of customer service, provide a high level of consultation and accuracy during all aspects of the travel experience, including:

• Pre-booking consultation
• The reservation process
• Pre-travel support
• Follow up post trip

The ideal person will demonstrate in-depth travel industry knowledge, exceptional problem-solving skills, while maintaining the highest degree of professionalism and courtesy. The hours needed for this role are 11 - 8 PM ET M-F and on call 24/7 for flight management and assistance.

• Service inbound corporate travel requests in a virtual environment.
• Service channels include phone, chat, and email.
• Deliver extraordinary customer service to C-Suite travelers and their administrative staff.
• Greet all clients warmly and with enthusiasm.
• Establish rapport with all travelers and admin staff.
• Must always exude an impeccable professional demeanor.
• Comfortable servicing and interfacing C-level executives and their administrative staff.
• Ability to multitask, easily handling competing priorities.
• Provide consultative service to travelers and travel arrangers throughout the booking process.
• Complete all reservations in an accurate and timely manner.
• Provide post-trip follow up and support.
• Create unique travel itineraries that match the needs and expectations of the C-Suite traveler.
• Utilize creative thinking and problem-solving skills to identify the best options for air/ground and lodging arrangements.
• Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.
• Go above and beyond to proactively offer suggestions and consultation for all components of the booking during the reservation process.
• Experience with concierge additional services is a plus.
• Provide flight monitoring and disruption support 24/7 by participating in after-hours support rotation.
• Maintain goal expectations in the following areas:
  • Productivity – measured by transactions per month
  • Quality – minimal customer service issues.
  • Customer experience – measured through call monitoring performance.
• GDS and ticketing proficient with willingness to utilize multiple reservations systems.
• Typing speed of at least 50 WPM.
• Proficient with both international and domestic destination geography.
• Fluent with Microsoft Office Suite including Excel and Outlook.
• Flexible with schedule to include nights, weekends, and overnights when flight monitoring.

Qualifications

• GDS and ticketing proficient with willingness to utilize multiple reservations systems.
• Typing speed of at least 50 WPM.
• Proficient with both international and domestic destination geography.
• Fluent with Microsoft Office Suite including Excel and Outlook.
• Flexible with schedule to include nights, weekends, and overnights when flight monitoring.
• 10+ years Corporate Travel selling experience, minimum 5 years as VIP or Concierge Agent.
• 5+ years of Customer service experience, preferably in the travel industry with VIP experience.
• Exceptional/above & beyond, proactive customer service approach.
• Ability to handle multiple complex requests simultaneously and seamlessly.
• Comfort and experience working with C-level travelers by building strong client relationships.
• Ability to retain and proactively obtain travel preferences.
• Perform unique requests with the utmost professionalism.
• Excellent travel industry knowledge.
• Mastery in Amadeus GDS and multiple GDS knowledge.
• Expert in international travel bookings and process.
• Exceptional communication skills both written and oral.
• Outstanding attention to detail.

Requirements

• Strong understanding of own skill set and development opportunities.
• Takes direction, offers suggestions, and asks for appropriate guidance when applicable.
• Demonstrates exceptional teamwork.
• Proactively offers support when ability matches need.
• Acts as a leader among peers.
• Recognizes peers for support they have provided.
• Consistently demonstrates mastery of the guiding principles in daily work habits.
• Ability to provide constructive feedback to peers and leaders when appropriate.
• Ability to handle most difficult situations.
• May seek minimal guidance, but generally has solution at hand.
• Able to support peers in decision making.
• Knows when to escalate to a leader.

Benefits

• Choice of two medical plans and two dental plans.
• Vision insurance.
• Flexible spending accounts (FSAs).
• Company-paid life insurance and AD&D.
• Optional additional life insurance and AD&D.
• Disability insurance.
• Paid parental leave.
• Paid time off.
• 401k Plan with company match.
• Discounted employee travel options.
• Access to LinkedIn Learning webinars and courses.
• Discounted pet insurance and auto, home, & renters insurance.