Executive Desk Travel Consultant at World Travel Inc. – Exton, Pennsylvania

Objective of the Position:

The Executive Desk Travel Consultant is a highly skilled, knowledgeable, and compassionate professional who takes time to understand the executive level customer’s needs. A Travel Consultant providing Concierge Services primary duty is to ensure our most prestigious clients are provided with utmost professional, timely, accurate, seamless travel experience that begins at the time of the initial reservation and does not end until the Traveler is home. This individual must be highly skilled, knowledgeable, and compassionate to the executive level customer’s needs.

Job Summary:

• Arrange complex domestic and international travel for our most prestigious corporate client(s), including air, car rental, hotel, other ground transportation, transfers, etc.
• Advise client of international travel requirements and concerns (passport, visa, inoculations, etc.)
• Ensure thorough understanding of client travel policy, guidelines, authorization requirements, procedures, etc.
• Process airline upgrades
• Service travel disruptions proactively
• Purchase tickets using preferred program points
• Reconfirm 100% of the reservations for accuracy and to ensure a positive travel experience
• Monitors the travelers’ flights via our 3rd party application
• Monitor travelers En route experience and address any disruptions before they occur
• Able to utilize supplier programs to ensure the traveler has his/her travel preferences
• Request upgrades at hotels and with other suppliers
• Provide Extra Value Services – Ex: Dinner Reservations, Tee Times
• Maintain a strong, productive relationship with the client
• Anticipate the client’s needs based on their travel patterns and knowledge of their preferences
• Must be proactive with quality controlling travelers travel profile and preferences
• Maintain a strong, productive relationship with relevant travel suppliers
• Counsel client on traveler safety considerations, government travel regulations, preferred supplier support, savings opportunities and logistical routings and options
• Must be articulate with both verbal and written communication
• Continually provide excellent customer service
• Utilize time management skills to efficiently organize the workflow
• Project a mature, polished, and professional demeanor when interacting with departmental personnel and clients.
• Perform other duties required under the Concierge program

Essential Functions:

• May need to be available for the Concierge Traveler outside of normal business hours during Emergency and Weather Events
• Participate fully as a team member to assist as needed in completing all functions relating to servicing customers
• Research and provide solutions to travel-related problems clients experience
• Keep fully informed about all airline rules and regulations, tariffs (domestic) and other industry requirements and accurately apply this information when making travel arrangements
• Follow World Travel, Inc. procedures, guidelines, and standards in areas of customer service, building Passenger Name Records (PNRs) and profiles, ticketing, utilization of management information systems, productivity, attendance, and accuracy of work
• Must be able to work under pressure
• During emergency situations and/or poor weather conditions you may need to assist our After-Hours department.
• Maintain a high level of competency in operating the global distribution system (GDS)
• Attend staff and training meetings (virtual or in-person) for ongoing updates in the travel industry, office procedures and company updates
• Ensures optimal customer service through effective use of WTI phone systems and following WTI phone standards.
• Keep immediate manager promptly and fully informed of all potential problems or unusual matters of significance and take prompt corrective action where necessary or suggest alternative courses of action which may be taken.
• Maintain a favorable working relationship with company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness
• Meet and maintain performance standards defined for Concierge Corporate Travel Consultants
• Demonstrate strong customer service orientation (internal and external); diplomacy and tact required in contact with clients, vendors, and co-workers; courteous, professional phone manner
• Must work well independently
• Exercise good judgment