Group Air Agent

ADTRAV is seeking a Group Air Agent to focus on group air travel reservations for ADTRAV. The position will be responsible for organizing, booking, ticketing, and generating reports for multiple groups simultaneously. They will also act as the liaison for multiple group accounts and work with leadership on negotiating group air contracts and discounts.

Essential Duties and Responsibilities include the following:

• Book and ticket air travel for groups up to 4,000 travelers, which includes organizing manifests, booking, ticketing, reporting, and making changes as needed.
• Organize group travel for corporate incentive, leisure, and government clients.
• Book and issue airline reservations through GDS system, accurately and efficiently.
• Research and coordinate airline contracts, in conjunction with the leadership team.
• Act as a liaison for all group air accounts.
• Work with leadership to manage group blocks, attrition, and utilization.
• Follow up with clients regarding travel plans and adjust as needed.
• Be responsive to travelers and clients throughout the booking process.
• Meet all KPIs as required for the position (e.g., average transactions, errors, SLAs), including maintaining consistent attendance and adherence to the schedule.
• Document all information in the CRM and other tools as required.
• Utilize various applications, including GDS, online booking tools, and various internal applications.
• Follow ADTRAV policies, procedures, and approved workflows on how to service travelers.
• Provide excellent customer service in every interaction with travelers. Show empathy and be able to identify and solve traveler issues.
• Communicate effectively with other agents and employees to solve problems, gather information, and service travelers.
• Become knowledgeable in ADTRAV's industry and customer base.
• Participate in ongoing training to continuously build knowledge and skills in the industry.
• Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
• Adhere to company policies and procedures.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• At least 2 years experience as a group booking and ticketing agent; complex international experience preferred, in both geographical locations and rate structures.
• Experience contracting and issuing block space preferred.
• Strong knowledge and experience with GDS systems; Sabre required, Amadeus a plus. Proficient with Sabre pricing to include phases.
• Highly knowledgeable of city, airline, hotel, and car rental codes.
• Working knowledge and proficiency in Fly America, Open Skies, and federal travel regulations.
• Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
• Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
• Ability to consistently deliver excellent customer service, internally and externally.
• Proficient with Microsoft Office suite (Outlook, Word, Excel, Teams).
• Experience using CRM to enter and track activities.
• Excellent English written and verbal communication skills.
• Excellent listening skills; able to listen to and respond to the traveler’s needs and clarify as needed.
• Strong attention to detail with emphasis on accuracy and quality.
• Highly self-motivated and able to manage multiple tasks and groups in a fast-paced environment and with minimal supervision.
• Excellent time-management and organizational skills, with a proven ability to meet deadlines and work well under pressure.
• Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
• Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
• Ability to work remotely and meet the company home-office requirements.
• Able to sit and work at a computer for extended periods of time, without leaving the work area.
• Able to work a schedule that falls between Monday-Friday, 7am-7pm CT, as well as after hours and weekend as needed.
• Be able to successfully attend and pass new hire and department specific training.
• Able to maintain confidentiality of company and client information.
• Able to successfully pass a credit, criminal, and/or employment reference background check.