Senior Consultant, Health Economist – Modeller
Aquarius Population Health
Travel Experience Consultant III
CWT
full-time
Posted on:
Location Type: Hybrid
Location: 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
About the role
- 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
- Proactively assists the team and other team members in resolving 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 #LI-DNI
Requirements
- 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.
- 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 thrive in an ever-changing technical environment.
- Ability to work flexible hours and adjust shift as needed for coverage or world events
- Microsoft Outlook, Word and Excel.
Benefits
- CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
travel counselingcomplex international reservationsticket exchangescustomer serviceproblem resolutionactive listeninginformation gatheringattention to detailSabre GDST&E reconciliations
Soft skills
communicationcreativitypatienceempathyteam playerproactive consultingadaptabilityrelationship buildingproblem-solvingcustomer engagement
