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Ten is the world’s fastest growing concierge company, providing services to private individuals as well as more than 40 global organisations. Our 500+ experts provide travel and lifestyle concierge and loyalty programmes to more than two million members across the globe from 17 offices in 24 languages. Our members are at the centre of everything we do ...
Description
Job Summary:
As an expert in the travel market you will use your knowledge, experience and know how to deliver best in class service specific to Travel, working to achieve the goals and objectives of the Global Travel Strategy/Proposition. You will provide support to our regional travel teams with complex requests including, but not limited to, ticket issuing, reissuing, cancellations, refunds and exchanges, along with supporting our Commercial and Finance teams with ensuring accurate booking data is stored in our back-office systems. Your exceptional comprehension of the GDS booking technology and passion for travel, will help to drive supplier revenue results through utilizing relationships and/or contracts to achieve peak performance within Travel.
Essential Duties and Responsibilities:
Systems
- GDS - Amadeus
- Travel Back-Office System
- CRM
- Travel Portals / Systems as required
- Tens Online Platform
Support
- First line of support for Global Disaster Recovery
- Part of the core global 24/7 coverage for Travel Operations as a Travel Support Specialist
- Assist & coach Lifestyle Managers to help develop their GDS skills
- Assist & support Lifestyle Managers to identify the right schedules/fares for flight bookings
- Support Team Managers carry out monthly Quality Assessment of Travel Lifestyle Managers
- Create new vendors in our back-office system as required
- Assist with out of hours product support for the online platform [password resets/queries]
- Sense check all bookings secured via the online platform
- Manage staff travel requests for employees globally
Fares & Ticketing
- Quality check of all PNRs
- Ticket flight reservations for Lifestyle Managers in required markets within agreed SLAs
- Action and support flight changes, reissues, cancellations and revalidations within agreed SLAs
- Process refunds for reservations booked and issued through our IATA(s)
- Manage queues daily in Amadeus; action and/or allocate per regional requirements
- Liaise with Lifestyle Managers regarding schedule/equipment changes; include bookings made via Virtuoso
- Manage and seek resolution for any ADMs/ACMs received from airlines for reservations booked and issued through our IATA(s)
- Support and manage ARC / BSP reconciliation
- Support payment reconciliation & commission log; including balance/collection reports
- Track and monitor the Travel & Expense Forecast for Staff Travel Requests; support with keeping under the global fiscal year budget
- Any other reasonably requested items
- Create confirmations in our travel back-office system for travel bookings
Amadeus Queues
- Manage queues daily in Amadeus; action and/or allocate per regional requirements
- Liaise with Lifestyle Managers regarding schedule/equipment changes
Finance / Supplier Revenue
- Manage and seek resolution for any ADMs/ACMs received from airlines for reservations booked and issued through our IATA(s)
- Support and manage ARC / BSP reconciliation
- Support payment reconciliation & commission log; including balance/collection reports
- Track and monitor the Travel & Expense Forecast for Staff Travel Requests; support with keeping under the global fiscal year budget
Other
- Any other reasonably requested items
Behavioral Expectations
As a Travel Support Specialist, you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude, and setting high standards for yourself.
Supervisory Responsibilities:
No direct reports.
Requirements
Job Requirements:
Education/Experience:
- GDS experience booking Domestic & International Flights including Published and Net Fares; Amadeus preferred
- Knowledge of Travel industry regulations and operating licenses
- Experience working with IATA, ARC and BSP
- Well-travelled with a good international understanding of different destinations
- Excellent research skills
- Comprehensive knowledge of Office Word, MS Outlook
Knowledge, Skills and Behaviors:
- Able to communicate in a confident manner with both verbally and via email
- Ability to be able to perform work accurately and thoroughly independently
- Passion for delivering high quality personalized support
- Well-earned and proven reputation for genuinely outstanding service to customers
- First-hand experience of creating tailor made luxury packages for high net worth clients from start to finish
- Sales professional with extensive experience and outstanding achievements in sales with a tour operator, travel agent or concierge travel business putting together flight inclusive travel itineraries
- A proven track records for impeccable time management and organizational skills
- Adaptability to an evolving business and think globally
- Initiative and creativity to ensure the needs of our members are met and exceeded at regularly
- Experience in handling customer escalations to resolution
- Ability to handle sensitive and confidential company matters with discretion
- Sound commercial judgment with an ability to identify suppliers and negotiate benefits for our members
- Proven multitasker with an ability to juggle multiple priorities simultaneously
- Flexibility to work weekends/early/late shifts in order for our team to provide 24/7 service to our Lifestyle Managers is a must. Hours can vary from 7AM – 11PM local time.
Others
- Experience in the customer service or hospitality industry strongly preferred
Gmail
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