Adelman Travel South Jordan, UT, USA
Jun 11, 2019Full time
Adelman Travel Group is looking for an Onsite Travel Advisor for our client located in South Jordan, UT. Position Summary This position is responsible for delivering superior, high-touch customer service to our elite status customers by building relationships and striving to continuously support the overall customer experience. This role transcends the standard travel relationships to include managing travel programs for client. Building an effective and personalized professional relationship with the client is key. Duties include planning and selling all segments of travel, including handling of unique requests, in a fast-paced, technology based and expanding volume environment. This position includes identifying and resolving customer problems, analyzing and recommending opportunities for program or process improvement. The role will take full accountability and responsibility for end to end service as well as have the ability to be flexible and creative when assisting with client’s travel demands, resolving clients' travel problems and making recommendations. Essential Functions Statement(s) Confer with travelers to book all types of domestic and international business travel utilizing various tools/methods (i.e. GDS, internet, instant messenger, etc.); interact positively and effectively with clients to solicit travel preferences and maintain profile information; provide exceptional white-glove service, making every component of a trip as seamless as possible. Prioritize travel requests based on urgency; serve as general resource for travelers; research, resolve and respond to problems and concerns with a sense of understanding and empathy. Impart international travel information to travelers, such as passport, visa, and inoculation requirements, customs regulations, currency exchange rates, along with local/regional destination content as applicable. Act as the account liaison between the business / client, develop and maintain positive account relationships while driving efficiencies in regards to compliance, program success, technology solutions; use independent judgement and take a proactive approach, such as utilizing Analyst and other available resources, when recommending products & services to client programs; effectively prioritize and refocus efforts and approach with red status accounts in order to retain business. Maintain client profiles, including information on where family members where applicable, ensuring special requests and reward program information such as frequent flyer/driver/hotel stay are included. Advise clients on new product and service offerings, serving as a point of escalation for issues or activities the customer may encounter during product utilization; promptly respond to various customer requests. Identify and recommend areas for improving business revenue and work towards reducing costs by researching & resolving billing discrepancies for the client. Work closely with clients to collect on balances due on open invoices. Consult with client regarding the overall benefits of using preferred vendors; compile and recommend car and hotel rates to client account liaison; work closely with vendors to negotiate rates, ensuring that proper implementation / loading of negotiated rates. Review all reservations with the travel arranger and thoroughly documented prior to ticketing; review regularly for accuracy, opportunities for upgrades and/or improved seat assignments, traveler preferences are met, and all reservations are confirmed prior to travel. Adhere to client and company policies and procedures while exhibiting complete ownership of reservations to ensure that the client's expectations are exceeded. Support and advocate all Adelman policies, decisions, goals, and values. Performed other duties as required. Skills and Abilities Education High School Graduate or General Education Degree (GED): Required Associate's Degree (two year college or technical school) Preferred, Field of Study: Business Administration, Communications or related field of study Experience 5 plus years of experience in arranging corporate and/or leisure domestic and international travel in a travel agency environment 3 plus years of experience in Customer Relations or Account Management roles Computer Skills Proficient in a travel industry GDS (Sabre preferred). Solid working knowledge of MS Office Working knowledge of online booking tools and/or reporting tools is a plus Other Requirements Strong sense of urgency as well as flexibility to change as needed. Exposure to or knowledge of contract and agreement negotiation a plus.