BRA_867190_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