BCD Travel Elite VIP Travel Consultant in Atlanta, Georgia
Where willyourcareer take you? We're not just any travel management company. We help clients travel smart and achievemore.
Job Summary: The Elite VIP Travel Consultant is responsible for accurately and efficiently handling incoming requests via multiple channels (i.e. phone, email, etc.).
The travel consultant is this primary point of contact for the Elite/VIP customer and provides active travel consultation towards the business customers, including providing travel details and up-selling of related product.
This position performs at an expert/senior level and demonstrates an extensive understanding and applicability of all areas in the travel industry. Works independently on requests. Takes the initiative to provide assistance to team members and management as requested.
Sabre GDS experience required.
The hours for this position are standard 8:00am - 5pm Central, M-F.
Job Specific Essential Duties & Responsibilities: Handle Incoming Requests * Expertly use the appropriate the BCD Travel tools and systems to complete requests * Search and confirm travel reservations for the customer * Strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer * Provide travel offers and general travel advice to travelers * Understands the expectations of high priority travelers and able to react with strong sense of urgency * Responds to requests accurately and completely * Excellent knowledge and application of travel supplier rules * Maintains, actively communicates and seeks expansion of current knowledge of the state of the various travel industries supported * Provides the customer with the required industry information, such as low fares, exchange costs and penalties * Can fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.) * Supports BCD Travel and client driven initiatives Problem Solving * Appropriately responds and resolves customers inquiries * Anticipates and provides assistance on potential challenges that may arise for the customer * Performs follow-up as needed and within the time frame promised to the customer * Proactively provides feedback to management to avoid future customer issues * Accurately processes the complaint (BCD Travel systems and processes and procedures) * Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity Quality * Consistently exceeds individual and team goals * Effectively uses the telephone systems * Completes reservations with a few errors * Consistently follows BCD Travel call/email guidelines * Adheres to BCD Travel policies and procedures to maintain quality control * Provides the customer a full recap of the confirmed itinerary Service Excellence * Responds to the customer promptly * Provides the customer his/her undivided attention * Listens and captures information from the customer * Responds appropriately * Asks questions targeted to encourage complete responses * Creates rapport with the customer * Matches the customer's tone and pace * Keeps the interaction moving forward * Offers suggestions to the customer and anticipates needs * Is mindful of the client service level agreement in all transactions
Elite Services Expected * The ability to solve problems on the spot using various tools and expert communication skills * The person must be able to own problems throughout the lifecycle of issue and be available to respond as necessary * The ability to design, execute and document solutions outside of the normal processes * The ability to make independent decisions under stressful situations * The ability to work with 3rd party vendors and negotiate solutions on behalf of the traveler * Must be able to accept and provide feedback based on traveler experience. * Individual must possess a strong vocabulary and be able and willing to assist to overcome communication challenges. * This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.
Essential Qualifications: * Minimum of 5 years experience in the corporate travel management industry * Minimum of 2 years experience with C-level and/or Elite Travel customers * Solid working knowledge of the travel industry, policies, procedures and processes * Advanced skills with Sabre GDS * Strong verbal and written communication skills in designated languages * Proven ability to handle multiple priorities simultaneously * Ability to work flexible hours if necessary * Ability to work independently, exercising discretion and judgment * Demonstrated excellent professional customer service and problem resolution skills * Strong problem solving and/or critical thinking skills Preferred Qualifications: * Bachelor degree preferred * Proficiency in Microsoft Office applications * Demonstrated internet research skills for customer information * Degree in tourism-related field
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled