Concierge Travel Advisor

Summary of Position

Provide travel services for VIP/Executive level business travelers, including arranging domestic and international air, ground transportation, hotel, and any other travel related services as requested for business and personal travel. Utilize communication skills and teamwork to deliver optimum service and achieve high customer satisfaction, as well as develop strong collaborative relationships with clients and vendors. This position may also provide mentoring for other less experienced travel advisors. Position also involves 24x7 accessibility.

Schedule / Shift

10a - 7p EST.

24/7 Availability required

Responsibilities and Duties

• Confidently communicate with customer in verbal and written form to determine destination, mode of transportation, travel dates, financial considerations, accommodations, and other services required.
• Interpret vague or nonspecific instructions from the client to draw clear conclusions and assemble accurate travel arrangements. Use of additional resources may be necessary.
• Arrange all travel related services. Including, but not limited to, bookings, such as air, rail, car, car service, hotel, seat assignments, meet and greet services, and any other accommodations requested by the client.
• Arrange private jets and/or charters.
• Provide customer with all travel information such as local customs, points of interest, directions, and special events occurring in various locations.
• Understand, manage, and execute use of upgrades and loyalty programs including follow-through to ensure services were delivered.
• May be required to have strong working knowledge of unique requirements of complex international travel, including routing, fares and pricing, multi-destination trips, available resources and travel documentation requirements.
• May be required to have understanding and expertise in international offerings, including airport lounges, day rooms, local currency, local customs, and resources available.
• Use available resources, such as RADIUS network, to stay current on international and global affairs if position requires international travel bookings.
• Use available resources, such as Virtuoso (Virtuoso certification required), to offer executives offerings outside of the corporate traveler experiences, such as but not limited to tours, spa/golf packages, dining reservations.
• Be consultative with customer and proactively anticipate the client’s needs to produce optimum results. Execute travel plans with a high level of accuracy while overcoming unanticipated obstacles. Expected to produce results that will exceed an executive traveler’s expectations and may require creative thinking for such solutions.
• Display self-confidence and respect and acknowledge the hierarchal level of a VIP/Executive traveler and/or their administrative assistant.
• Compute cost of travel related services using the GDS (Global Distribution System) or other booking tools and resources.
• Quality Control each reservation before queuing to the relevant ticketing/quality control queue.
• Empowered to resolve customer service issues using resources through leadership and/or vendor representative when necessary. If resolution is outside of monetary guidelines, recommend solution and obtain approval from leadership.
• Negotiate with vendors to ensure the client’s needs are met is always done in the best possible way.
• Review incoming correspondence and materials as needed; prioritize, summarize, and respond in a timely manner.
• Maintain all reservations in a completed state regardless of if authorization to ticket received at time of call.
• Monitor assigned queues and tasks throughout the workday to ensure reservations and tasks are accurate and complete. Responsible for ensuring that all tasks within their team are completed or re-assigned by end of shift.
• Work with leadership team to identify opportunities for process improvement and continual enhancement to the travel program.
• Create and update passenger profiles to properly service each traveler.
• Facilitate the profile interview process with executive travelers and executive admin, when needed. May require travel to the client’s location to conduct interview.
• Collect payment from customer for travel services according to Client’s Travel Policy and CTM Policy and Procedures.
• Read daily briefings and industry announcements to keep abreast of industry developments.
• Participate in training opportunities to maintain and expand travel knowledge and customer service skills.
• Maintain a comprehensive working knowledge of GDS and any other product used for specific account being handled (i.e. CTM Advisor, Online Booking Tool, iQCX, Finisher, Banx, Magnatech, etc.)
• Maintain productivity goals as set by leadership.
• Ensure strong intra departmental communication, display positive team spirit, and ensure exemplary customer service.
• Develop trusting relationships with executive admin and executive travelers while demonstrating superior customer service.
• Build collaborative relationships with vendors to reach targeted goals.
• Monitor flights of executive travelers using any available resources, such as Preview and Flight Stats/PNR Monitor.
• 24/7 access for the executive and/or executive administrative assistant, when required.
• May require booking personal travel for executives and their family members or other travel companions.
• Must maintain regular and reliable attendance.
• Other duties as assigned.
  
  

Leadership Responsibilities

This job does not have direct reports but may perform supervisory responsibilities in supporting work teams or mentoring new or less experienced Travel Consultants.

Required of all CTM Positions

• Embrace CTM’s core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.
  
  

Education and Experience

• High School Diploma or equivalent is required.
• This position requires at least 10 years travel advisor experience or equivalent travel industry experience (including both corporate and leisure experience), with at least 2 years' experience in VIP/Executive travel.
• The employee performance must meet the requirements of the position.
  
  

Knowledge, Skills, And Abilities

• Outstanding interpersonal skills and capability to work effectively with all levels.
• Demonstrates professionalism and skills to maintain positive image.
• High level of accuracy and attention to detail.
• Ability to keep confidential any information, observations, or viewpoints regarding business matters.
• High degree of motivation with driving sense of responsibility, accountability, and responsiveness.
• Working knowledge of technology and PC literacy.
• Proficient on GDS.
• Strong ability to prioritize and multi-task.
• Must be able to work independently, with pro-active and creative “out of the box” thinking and actions.
• Strong organizational skills and ability to quickly develop good rapport with customers to build a trusting, working relationship.
• Extensive domestic and advanced international geography knowledge.
• Knowledge of unique requirements for car hire and private jet/FBO (Fixed Based Operator) locations.
• Priority time is dedicated to concierge service for VIP/Executive travelers, with over 65% of calls and emails for executive travelers routed to counselor.
• Ability to read and interpret documents.
• Excellent communication and customer service skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standard situations.
  
  

EEO Statement

This role is based in the US.

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us by clicking here. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual. Click here to view EEO and Other Legal Notices.

Ctm Benefits Program

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

♥ Company Paid Basic Life & AD&D Insurance

⏳ Company Paid Short-Term Disability

⌛Voluntary Long-Term Disability Insurance

🏅 Robust Wellness Program with incentives available to save money on your medical insurance premiums.

⛑ Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

🩺Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

💲 Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

💰 Flexible Spending Accounts

🐣 Dependent Care Savings Account.

🦷 Dental Insurance Plan

👓 Vision Insurance Plan

🎊 9 Company Paid Holidays including the day after Thanksgiving.

📅 Generous paid time off programs for vacation and sick days

🤝 Employee Assistance Plan with access to Talk Space Therapy

👨‍👩‍👧‍👦 Family Medical Leave

👶 Paid Parental Leave (4 weeks)

🤱 Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

💕 Bereavement Leave

💵 401(k) Retirement Plan with a generous match per pay period

🎓 Student Loan Payment Match

Pay Range

USD $55,000.00 - USD $75,000.00 /Yr.