Group Air Specialist

Job Title: Group Air Specialist

Location: Remote

Reports to: Manager, Customer Xperience

Overview

The Group Air Specialist is responsible for providing customer service for registration and airline reservations/ticketing while managing financial and hourly budget for meeting and event programs. Exceeding client and individual attendee expectations while improving program efficiencies.

Scope of Work

• Act as Air Lead on assigned programs which includes answering 800# phone calls and responding to email messages from program travelers within required SLA
• Display up-to-date knowledge of Cvent and Apollo GDS, including Profiles, Scripts, Galileo Groups and Queue maintenance
• Book and issue airline tickets, both domestic and complex international routings that comply with specific program requirements and individual traveler's needs, utilizing scheduled air, blocked space, charters, discount contracts, and private fares
• Advise and collect credit card information due for personal travel by attendees, buy-ins and activities.
• Consult with attendee and book pre/post travel extensions as requested
• Partner with Customer Xperience Specialists, Event Managers, Purchasing & Design, and Air Purchasing to ensure adherence to all pertinent program information
• Exchange and refund airline tickets as required
• Manage all PreTrip mailing documents as it relates to air travel, i.e., ViewTrips
• Create custom reports, including Arrival/Departure Manifests and, if needed, report analysis for loaders, greeters, and riders
• Manage attendee registrations by updating Cvent with requested changes, adding detailed notes as needed, and managing roommate pairings as well as registration system charges, changes, etc.
• Perform other duties as needed

Knowledge, Skills, and Abilities

Applies experience and working knowledge to accomplish tasks and processes. Has working level skills and abilities, but still learning to address more complex problems, processes, and apply analytics.

• 4 year degree and/or minimum 3 years travel agency experience preferred
• Apollo Global Distribution System (GDS) knowledge
• Preferred knowledge of Cvent Registration System
• Excellent customer service skills
• Excellent written and verbal communication skills
• Ability to handle multiple tasks
• Strong attention to detail
• Proficient in Microsoft office, Excel, and Outlook
• Preferred knowledge of the meeting/group travel industry
• Some travel may be required

Decision Making, Complexity, and Impact

Uses independent judgment within parameters and makes decision involving multiple factors. Decisions have moderate impact and possible downstream impacts in area of responsibility.

Teamwork and Leadership

As an individual contributor, you'll be expected to effectively plan and organize your work, have strong interpersonal communication skills, collaborate well with others, and deliver consistent results. Maintaining optimism and modeling our core values is key!

This job description is intended to convey the general nature and scope of the position and not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

One10 is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Job Family: Travel and Events

Job Function: Travel and Event Support

Career Level: Support I (S1)

Pay Range Number: 3