Job Description

Concierge Travel Counselor Entertainment News Media Client

CWT is one of the world's leading digital travel management companies and a Business-to-Business-for-Employees (B2B4E) travel management platform, and governments rely on us to keep their people connected anywhere, anytime, anyhow and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience. Joining CWT means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.

In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company, and we will get there by moving forward together.

Position Overview

Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer-focused, travel counselors to join our Global Entertainment Client Hub. This team provides end-to-end, full scope travel services for the highest-level travelers. Candidates must be comfortable working in a fast-paced environment and providing white-glove service to c-suite executives. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow through. Concierge level service and experience is a must.

Travel counselors would be supporting a global account, including booking for travelers in multiple countries.

Position is Mon-Fri 9-6 east Time Zone.

Position Description

• Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (Concierge) travelers
• Acts as a trusted advisor by offering informed and insightful recommendations to provide the best traveler experience entertainment sector requires a high level of creativity and thoughtful offerings.
• Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)
• Proactively offers best options based on client travel policy and requirements for each interaction
• Responds to requests (phone, email, chat) promptly, completely, and professionally
• Accurately follows and applies client travel policy based on travel type and client expectations
• Demonstrates excellent professional customer service and problem resolution skills. Patience and understanding is key.
• May function as a SME with specific client knowledge and/or serve as the customer point of contact
• May manage first level customer complaints/escalation (pre-travel or on-trip)
• Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally
• Ability to thrive as a positive individual contributor in a high-touch, complex interaction environment
• Pro problems, learning and research
• Provides new ideas, feedback and out of the box thinking to leadership
• Uses correct grammar during all interaction (email/phone/chat)
• Effectively demonstrates patience, empathy, understanding while controlling the contact
• Must be a Team Player and work cohesively with others internally and externally
• Ability to work and adapt in a constantly changing, fast paced environment
• Assignments include both routine and non-routine work
• Reconfirmation of group travel itineraries prior to travel dates
• Proactively contacting suppliers with any special requests such as seat assignments, group seats, special meals, baggage, production equipment and hotel request as per talent contracts
• Waitlist and proactively follow up on waitlisted flights to complete group requests
• Maximize the use of client negotiated airfares, cars and hotels
• Arrange Meet n Greet and car/limo ground transportation
• Set up direct billing for car and hotel reservations as needed
• Work with hotel group desk for reservations over 10 guests
• Contact hotels to request assistance in waiving no show charges
• Build close and trusted relationship with travel arranger and production coordinators
• Be knowledgeable on Publicity and Press Junket dates, locations, upcoming events and shows
• Manage sensitive and confidential private data for each Talent traveler
• Assist travel arrangers with billing and T& E reconciliations
• Opportunities will exist for some team members to travel and act as on-site Publicity and Press Junkets Travel Coordinator

Qualifications

• 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor
• Must have Concierge, VIP, or Specialty travel counselor experience.

Position Requirements

• Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, or other specialty travel. Strong customer service and phone/email writing skills is required.
• Knowledge, skills and abilities
• Strong verbal and written communication skills
• High attention to detail
• Great active listening and information gathering skills
• Proactive consultant - solutions oriented and accountable
• Excellent working knowledge of the travel industry, application of client travel policies, procedures, and processes (including complex international reservations and changes)
• Solid grasp of world geography and international travel routings
• Highly skilled on Sabre GDS
• Able to use current technology and easily adapt to changes in technology as they come.
• Must be able to
• Ability to work flexible hours and adjust shift as needed for coverage or world events
• Microsoft Outlook, Word and Excel

CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

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