Concierge Travel Experience Counselor

February 13

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CWT

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CWT is a world-leading travel management platform that specializes in business travel, meetings and events, and hotel distribution. The company emphasizes a culture of performance, innovation, and a strong focus on customer experience, guided by their philosophy of B2B4E, which stands for business-to-business for employees. With over 150 years in the travel industry, CWT is dedicated to providing exceptional experiences not only for their clients but also for the employees who drive the company.

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