BRA_860000_Air Consultant, Groups

Job Specific Essential Duties & Responsibilities:

Core Responsibility 1: Airline Reservations

• Make airline reservations using GDS system
• Issue airline tickets, voids, refunds, and exchanges as needed

Core Responsibility 2: GDS

• Monitor and manage email air folder and GDS queues for program
• Clearly document all records in GDS and registration technology as required

Core Responsibility 3: /Program Needs

• Pull daily reports from registration tool to capture air booking data and special requests. Update tool on a daily basis to reflect current status in the air booking process
• Maintain a complete and thorough understanding of customer program/event and keep abreast of all changes
• Provide support and coordination relating to the traveler approval process in an effort to ensure the successful delivery of the group meeting and/or travel event
• Communicate with all involved managers and staff on issues relating to quality control discrepancies and internal errors
• Complete assigned work to meet SLAs on all assigned accounts
• Respond to requests accurately and completely
• Work within customer budgetary guidelines and advise Attendee Services Coordinator of any concerns
• Manage block space, where applicable

Core Responsibility 4: BCD tools and expectations

• Use the appropriate the BCD tools and systems to complete requests

• Adhere to BCD policies and procedures to maintain quality control

• Excellent knowledge and application of airline supplier rules, including airline contracts held by client or BCD Meetings & Events

Core Responsibility 5: Customer Service Skills

• Use appropriate reports to cross check all work
• Strong verbal and written communication skills
• Able to listen and evaluate customer needs
• Customer service driven
• Provide travel offers and general travel advice to travelers
• Uses positive language and word choices to avoid negative customer reactions
• Uses correct grammar in verbal and written interactions

• Assumes and performs other duties and responsibilities not specifically outlined herein, as requested

Other:

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position.  Duties, responsibilities and activities may change at any time with or without notice or as required by local regulations.

Essential Job Functions: (Required for US only--all other countries may delete)

• Must be able to come to work promptly and regularly
• Must be able to take direction and work well with others
• Must be able to work under the stress of and meet deadlines
• Must be able to concentrate and perform accurately while meeting applicable productivity measures
• Must be able to change productively and to handle other tasks as assigned

Education / Knowledge / Experience: (Subject to local laws and practices)

Experience:

• At least 2 years of SABRE required
• 2 years of travel agency experience required
• Knowledge of incentive/meeting program elements; experience with group bookings, blocked space, Phase IV and exchanges
• Working knowledge of domestic and international air travel destinations
• Strong geography skills
• Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers
• Proficiency in Microsoft Office software  (Word, Excel, Outlook)
• Proven ability to handle multiple priorities simultaneously
• 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
• Effective organizational and time management skills, with a strong ability to manage multiple complex projects and shifting timetables
• Excellent oral and written communications skills
• Strong listening and evaluating skills
• Strong attention to detail with the ability to anticipate unstated client/traveler needs
• Ability to work well under pressure and adapt to ever-changing scenarios

Preferred

• Working knowledge of database systems a plus
• 2 years of group agent experience