Concierge Travel Experience Counselor

February 13

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CWT

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CWT is a leading travel management company that focuses on providing exceptional services for business travel, meetings, and events. With a customer-centric philosophy termed B2B4E, which stands for ‘business to business for employees,’ CWT prioritizes the experience of both clients and their employees. The company fosters a performance-driven and innovative culture, aiming to deliver memorable travel experiences that begin with its own workforce, promoting engagement and a positive workplace atmosphere, all while leveraging technology to enhance service quality across various sectors of the travel industry.

Corporate Travel Management • Leisure Travel • Meetings & Events • Travel procurement • Business Travel

10,000+ employees

🤝 B2B

📋 Description

• Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (Concierge) travelers • Acts as a trusted advisor by offering informed and insightful recommendations to provide the best traveler experience – entertainment sector requires a high level of creativity and thoughtful offerings. • Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.) • Proactively offers best options based on client travel policy and requirements for each interaction • Responds to requests (phone, email, chat) promptly, completely, and professionally • Accurately follows and applies client travel policy based on travel type and client expectations • Demonstrates excellent professional customer service and problem resolution skills. Patience and understanding is key. • May function as a SME with specific client knowledge and/or serve as the customer point of contact • May manage first level customer complaints/escalation (pre-travel or on-trip) • Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally • Ability to thrive as a positive individual contributor in a high-touch, complex interaction environment • Proactively assists the team and other team members in resolving problems, learning and research • Provides new ideas, feedback and out of the box thinking to leadership • Uses correct grammar during all interaction (email/phone/chat) • Effectively demonstrates patience, empathy, understanding while controlling the contact • Must be a “Team Player” and work cohesively with others internally and externally • Ability to work and adapt in a constantly changing, fast paced environment • Assignments include both routine and non-routine work • Reconfirmation of group travel itineraries prior to travel dates • Proactively contacting suppliers with any special requests such as seat assignments, group seats, special meals, baggage, production equipment and hotel request as per talent contracts • Waitlist and proactively follow up on waitlisted flights to complete group requests • Maximize the use of client negotiated airfares, cars and hotels • Arrange Meet n Greet and car/limo ground transportation • Set up direct billing for car and hotel reservations as needed • Work with hotel group desk for reservations over 10 guests • Contact hotels to request assistance in waiving “no show” charges • Build close and trusted relationship with travel arranger and production coordinators • Be knowledgeable on Publicity and Press Junket dates, locations, upcoming events and shows • Manage sensitive and confidential private data for each Talent traveler • Assist travel arrangers with billing and T & E reconciliations • Opportunities will exist for some team members to travel and act as on-site Publicity and Press Junkets Travel Coordinator

🎯 Requirements

• 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor • Must have Concierge, VIP, or Specialty travel counselor experience. • Strong verbal and written communication skills • High attention to detail • Great active listening and information gathering skills • Proactive consultant - solutions oriented and accountable • Excellent working knowledge of the travel industry, application of client travel policies, procedures, and processes (including complex international reservations and changes) • Solid grasp of world geography and international travel routings • Highly skilled on Sabre GDS • Able to use current technology and easily adapt to changes in technology as they come. • Must be able to thrive in an ever-changing technical environment. • Ability to work flexible hours and adjust shift as needed for coverage or world events • Microsoft Outlook, Word and Excel

🏖️ Benefits

• Hands-on paid training • Competitive compensation — including shift differentials, referral bonuses and supplier incentives • 3 weeks of vacation, 14 days of paid holidays, and 8 days of sick leave each full year • Both on-site and home-based positions available • Flexible working options: Full-time, part-time, nights and weekends • Medical/dental/vision • Employee discounts and supplier incentives • Employee Assistance Program & Employee Resource Groups