Travel Consultant

BCD Travel Raleigh , NC 27601

Posted 1 week ago

US-Virtual- US

Do you want to work with bright, talented individuals who take pride in their work and also know how to have fun?! You've come to the right place.

BCD Meetings & Events is one of the leading global providers of meetings, group incentive travel and creative services for some of the world's biggest brands. Our unique difference is that we bring together resources at a local level, centralize processes on a regional level and leverage our global presence to deliver the value and results our clients set out to achieve. We work collaboratively, creatively, and passionately -- and look to hire experts who do the same.

We are headquartered in Chicago, with locations in 50+ countries across the Americas, Europe, Middle East, Africa and Asia Pacific -- a combined global work force of more than 1,100 resources and annual sales volume of approximately $992 million. We are an independently managed operating company of BCD Holdings N.V. and a sister organization of BCD Travel, the world's third-largest travel management company. We are proud of that. We are also one of the best places to work because of our fundamental commitment to our employees. To find out more about our company, visit us at http://www.bcdme.com/.

Summary:

The Travel Consultant is responsible for partnering with the meeting owner/stakeholder to determine air transportation needs for a meeting or event. They are accountable for booking and/or ticketing airline reservations as requested by attendees while staying within client and meeting parameters, while providing excellent customer service.

This position performs at an intermediate level and demonstrates an understanding and applicability of all areas in the travel industry. Works independently on assigned tasks. Takes the initiative to assist team members and management as requested.

Duties & Responsibilities

Customer Interaction

  • Possess the ability to listen and evaluate client needs and have strong verbal and written communication skills.

  • Conduct pre-event kick off calls with client meeting owner/stakeholder. Provide consultation to the client/meeting owner about group air ticketing process, recommendations and other considerations.

  • Confirm attendee type(s) that will apply (employee, spouse, guest, speaker, client, etc.)

  • Have a thorough knowledge and understanding of the payment processes that apply for the assigned account and the specific processes as determined per air/event.

  • Have a thorough knowledge of meeting specific requirements, rules and SOPs and follow accordingly.

  • Manage an approval log and serve as a liaison between attendees, client meeting owner/stakeholder and meeting planner policy deviation requests.

  • Produce "Air Analysis" upon request.

Airline Reservations

  • Create meeting/event "star" to link air booking into the Sabre System.

  • Manage new meeting attendee registration and create a proposed itinerary based on the meeting parameters.

  • Monitor attendee registration daily and create proposed itineraries for new meeting registrants.

  • Communicate with meeting attendee until itinerary is approved and flight is booked.

  • Monitor flight approvals and book airline reservations using GDS system.

  • Monitor and manage email air folder and GDS queues for program.

  • Cross check registration list and arrival / departure manifest to ensure tickets are correctly issued.

  • Follow up with attendees that are not yet ticketed.

  • Monitor seat assignments and ensure all seats that can be are assigned and secure preferred seats whenever possible.

  • Issue airline tickets, voids, refunds, and exchanges as needed.

  • Manage block space, where applicable.

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.

  • Communicate with all involved managers and staff on issues relating to quality control discrepancies and internal errors.

  • Monitor attendee flights for airline changes, en-route changes, disruptions, weather, etc. Verify any changes and track flight changes and communications. Communicate changes to client meeting owner/stakeholder.

  • Serve as a liaison to T24 for en-route changes, contingencies, etc.

  • Complete assigned work to meet SLAs on all assigned accounts.

  • Respond to requests accurately and completely.

  • Reconcile monthly credit card statements within the given deadlines and ensure all changes are properly posted.

  • Assumes and perform other duties and responsibilities not specifically outlined herein, as requested.

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

Qualifications:

Essential:

  • At least 2 years of SABRE required

  • 2 years of travel agency experience required

  • Knowledge of incentive/meeting program elements; experience with group bookings, blocked space, Phase IV and exchanges

  • Working knowledge of domestic and international air travel destinations

  • Strong geography skills

  • Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers

  • Proficiency in Microsoft Office software (Word, Excel, Outlook)

  • Proven ability to handle multiple priorities simultaneously

  • Ability to work independently, exercising discretion and judgment

  • Demonstrated excellent professional customer service and problem resolution skills

  • Strong problem solving and/or critical thinking skills

  • Effective organizational and time management skills, with a strong ability to manage multiple complex projects and shifting timetables

  • Excellent oral and written communications skills

  • Strong listening and evaluating skills

  • Strong attention to detail with the ability to anticipate unstated client/traveler needs

  • Ability to work well under pressure and adapt to ever-changing scenarios

Preferred:

  • Working knowledge of database systems a plus
  • 2 years of group agent experience
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Travel Consultant

BCD Travel