Group and Corporate Travel Coordinator (Alaska Railroad)

To administer and maintain the group inventory, book group and individual reservations, price, and update manifests and ticket group reservations for parties of 15 or more passengers. Administers all aspects of travel services for internal and external customers. Operates complex and comprehensive computerized reservation systems (ARRC & Sabre) to place rail and airline reservations for domestic and international airline, rail, hotel and cars. Sells group and individual reservations, books tour packages, and answers travel inquiries. Administers and maintains group agreements, space allocations and reports.Examples of Duties

Duties and Responsibilities:

Oversees the Group Desk; books and maintains international and domestic group reservations for parties of 20 or more passengers.  Maintains group inventory, books reservations, prices, maintains inventory, updates manifests and progress reports, and tickets group reservations. Assists in creating group agreements and in administering group contract policies and procedures. Negotiates group terms and arrangements with large corporations, companies and vendors.  Books independent reservations for international travel agencies.     Responsible for billing, payments and ticketing. Responsible for booking independent reservations for vendors, with negotiated terms and conditions outside of traditional policies and procedures.  Creates and maintains international travel agency accounts in the ARRC Reservation System and manual files.     Provides customer service by responding to inquiries on group pricing and reservations, answering questions, providing seat assignments, ticketing and assisting with travel plans.  Responds to inquiries regarding railroad service, baggage allowances, rates, timetables, tours, events, activities, and other information of interest.     Assists in the development, design, and implementation process for procedures, policies, and computer applications for group reservations.   Troubleshoots and resolves reservation system problems with supervisor.  Administers group agreements under the direction of the Manager, Reservations and Ticketing and the Director, Strategic Market Initiatives and Guest Services. Collects deposits or payments by credit card charge, check or cash.  Obtains and maintains confidentiality of credit card information.     Prints and issues automated or manual airline and rail travel tickets, exchanges and refunds as well as vouchers for travel packages, tours, cars and hotels.  Controls and safeguards ticket office cash bank and airline ticket stock.     Ensures compliance with security rules and procedures.     Oversees preparation, reconciliation and submission of weekly Airlines Reporting Corporation (ARC) report.   Coordinates special group requests such as seating, special assistance, etc. Meets and greets group departures as required at depot and facilitates group boarding on train.   Provides a variety of airline travel plans in a cost effective manner with route, fare construction and rule recommendations.  Coordinates individual bookings by determining travel dates and destination.  Provides service to internal and external customers by answering inquiries regarding rail and airline services, schedules, baggage, car and hotel or related travel information, i.e., quotes rates regarding passengers fares, tour and travel packages.  Makes rail, international and domestic airline, car and hotel reservations using computerized reservation systems.

Provides advice and recommendations for improving policies and procedures for group reservations. Solves any conflicts with group customers and/or vendors on pricing, reservations, seat assignments or ticketing.

Resolves issues concerning airline and rail reservations, ticketing, routing, refunds and exchanges, or any travel related issues for all customers including: independent travelers, travel agents, tour operations, and ARRC management.   Compiles daily balanced sales transaction reports and submits them to the Accounting Manger.  Compiles and maintains monthly report of passenger airline segments booked and submits monthly reports to Manager, Reservations and Ticketing. Compiles and maintains tracking report of car and hotel commissions earned and submits monthly report.

Performs the duties of a Passenger Service Agent as required, which may include, but are not limited to, assisting with the handling of general travel reservations using the ARRC computerized reservations system placing rail reservations, selling tour packages and answering travel inquiries.

Performs other general office duties as assigned which may include, but are not limited to, drafting letters, maintaining group contracts, memos, spreadsheets, charts, mailings, and answering telephones.  Also assists in editing group policies and the annual brochure.     Maintains contact with the corporate business and leisure travel community to stay abreast of trends in travel. Provides training, written instructions, and procedures in operating Sabre.  Provides advice and recommendations on employee business travel arrangements and procedures.

Contributes to team effort by accomplishing related duties as needed.

Knowledge, Skills, and Abilities 
Factor 1 - Knowledge Required
 Ability to use a comprehensive computerized reservation systems (ARRC & Sabre) to book rail and international and domestic airline reservations coupled with an in-depth knowledge of reservation/ticketing procedures.  Must be proficient in the use of the ARRC Reservations system, including reservations, accounting, inventory control, group brochure and pricing panels.  Must have a working knowledge of regulations regarding rail and airline ticketing, refunds, reissues, change fees and penalties.   Must have the ability to book rail and airline tickets, prepare fare quotes and create route construction.  Must have a working knowledge of travel industry relationships, the treatment of tour components such as airlines, hotels, car rentals, flight seeing, tours and cruises, and group rail travel policies, procedures and contracts.  Must be proficient on Sabre to include booking airline, car rental and hotel reservations, accounting, pricing and computer functionality.  Must have a working knowledge of creating and updating programmable keys, quick keys and star customer profiles.  Must be able to issue refunds, exchange tickets, and collect proper change fees, penalties, and/or additional collections due.  Must be able to read and comprehend fare rules, tariff displays, penalties and travel regulations.  Must have skills in analyzing and selecting efficient and cost effective travel and/or lodging alternatives.  Must be able to track commissions from car and hotel bookings.   Must have knowledge in settling with credit and debit memos from different airlines.  Must possess office skills including the ability to operate a10-key machine, copiers and fax machine.  Must have an in-depth knowledge of ARC policies and the ability to manually add ticket refunds, and exchanges in the IAR report and submit weekly ARC report.  Must have a thorough knowledge of ARRC schedules, passenger and baggage tariffs and tour packages.  Must be a Certified ARC Specialist (CAS) or be capable of becoming a Certified ARC Specialist (CAS) within 60 days of hire.  Thorough understanding of contract compliance and administration, block space allocation and reporting, voucher flows, and payment methods.  Must possess operational knowledge regarding passenger loads and consist requirements.  Must be proficient in Sabre including creating Phase IV’s, fare calculations, fare basis and fare quoting.  Must be able to reconcile total daily transactions, and handle money. Must have a thorough knowledge of bookkeeping/accounting procedures relevant to passenger tickets and cash control.  Must have strong Word and Excel skills including extensive knowledge of formulas and charts.    Ability to type 40 wpm and operate a ten key adding machine by touch.  Must have the ability to handle money, make change, and reconcile cash balance reports.  Attention to detail and ability to meet deadline requirements are critical.   
 
Incumbent must pass or possess and maintain the Airline Reporting Corporation (ARC) Specialist certification.  This certification requires the incumbent to possess an in-depth knowledge of the travel industry and its associated fares, codes, and tax calculations, routings, ticketing and accounting requirements and Sabre procedures.  Incumbent must re-test every four years in order to maintain certification.
 
Factor 2 - Supervisory Control
 The incumbent works under the general supervision of the Manager, Reservations and Ticketing.  Incumbent works independently using own judgment in planning, setting priorities, completing work assignments, using general group and travel desk policies and procedures, and submitting ticketing reports in accordance with established instructions, accepted practices, policy and procedures. Works under pressure to complete multiple tasks within deadlines.  Works independently with agents and internal/external customers in handling problem situations.  Performance is reviewed in terms of timeliness in making group reservations, accuracy of group pricing and coding, comments received from external/internal customers and overall efficiency of group and travel desk operations.
 
Factor 3 - Guidelines
Incumbent is instrumental in the implementation and delivery of group reservations and services.  Incumbent uses own judgment in interpreting the intent of procedural guidelines, using advanced problem solving and analytical skills. Incumbent assists in the development and maintenance of passenger service reservations and ticketing procedures.  Incumbent is recognized as the travel authority in relationship to airline/rail passenger services, computerized system (Sabre), ticketing, reservation control and ARC reporting. Completes work assignments using own initiative.   Work is reviewed from the standpoint of overall usability of the reservation system and the quality and effectiveness of group and travel desks.
 
Factor 4 - Complexity
 Incumbent is responsible for the day-to-day operation of the group and travel desks as well as ensuring that procedural controls are operating effectively.  Oversees and administers group contracts, policies, procedures, commission structure, ticketing and assignment of seats.  Incumbent ensures that deposit and final payment deadlines are met.   Ensures safeguards are being followed for handling credit card information and ticket stock, maintains detailed reports of all group quotes and reservations.  Incumbent plans work, sets priorities, oversees conflict resolution, and completes work assignments in a wide variety of areas using own initiative.  
 
Incumbent is responsible for making rail, airline, car rental and hotel reservations and issuing tickets via computerized systems (ARRC Reservation System and Sabre).  Is responsible for processing airline ticket refunds and exchanges, security rules and procedures and preparation, reconciliation and submission of weekly ARC sales report.  Is responsible for safeguarding cash bank and ticket stock.

Factor 5 - Scope and Effect
Ability to work independently and manage/monitor own workload and meet deadline requirements.  Must possess strong problem-solving, decision-making and communication skills, along with the ability to prioritize workload.    Accurate accountability and reporting of financial data, ticket sales transactions, commissions and tour packages are a critical part of rail, and airline passenger services.  Daily sales transactions are a critical part of ARRC Passenger Services performance.   Alertness, efficient, courtesy, and integrity in serving the public and working with other agents affect the economic income of the railroad and promotes good relations.

Factor 6 - Personal Contacts
Contacts are made with the general public, Passenger Service Agents, Ticket Agents, supervisors and ARRC employees.   Incumbent also communicates with the general public including individuals and groups, travel agents, vendors, airline personnel, tour company personnel, tour operators, reservation agents for hotels, airlines and cruise lines.  Must have the ability to communicate and relay information; provide instruction and direction in a clear, concise and professional manner with a diverse group of individuals. Must be able to deal tactfully and professionally with internal and external customers.  Must have excellent telephone etiquette and customer service skills to promote travel, air and rail services.
Factor 7 - Purpose of Contact
Contacts with employees are for the purpose of coordinating work efforts, exchanging information, and resolving problems.  The public contacts are for the purpose of booking both individual and group rail, tour, hotel and air reservations.  Coordinates group arrangements with customers/vendors, resolves routine and complex problems/complaints, responds to inquiries, and promotes group rail services.  Provides customer service by responding to calls or inquiries on group pricing and reservations, answering questions, and assisting with travel plans.   Oversees all airline reservation calls for accuracy and quality control.  Coordinates, clarifies, answers questions, and resolves a wide variety of problems and complaints within the ticketing and reservation operations.  Incumbent is responsible for providing cross training on Sabre and Travel Desk duties to other agents.
 
Factor 8 - Physical Demands
Work is mostly sedentary; may involve extended periods of sitting at desk.
 
Factor 9 - Work Environment
 Work is performed in an office setting.Required:
-High school diploma or GED equivalent
-Two (2) years of experience in the travel or tourism industry, which must have included the use of a computerized reservation system
-Previous experience or training in the use of Sabre or APOLLO
-Knowledge of travel industry relationships and components of making multiple travel reservations including rail and airlines, groups, tours, hotels, packages and airlines coupled with an in-depth knowledge of reservation/ticketing procedures.  
-Ability to handle money, make change, reconcile cash balance reports, transaction audits and reporting.
-Intermediate level of experience using Word and Excel in creating correspondence, making charts, graphs, spreadsheets, formatting, database files and formulas.
-Ability to type 40 wpm and operate a ten key adding machine by touch.  
-Proven work history in working independently and meeting deadline requirements.  
-Requires excellent communication and interpersonal skills.  
-Ability to deal tactfully and professionally with internal and external customers. 

Preferred:
-Work experience making multiple travel arrangements including rail and airline reservations, preparing airline fare quotes and creating route constructions, booking car rentals, hotel reservations, tour and packages and completing travel authorizations is preferred. 

Salary : $24