Group Air Advisor

Provide travel services for group air travelers, including arranging domestic and international airline reservations associated with a meeting, incentive, or event. Ground transportation, hotel, and any other travel related services as requested. Utilize communication skills and teamwork to deliver optimum service and achieve high customer satisfaction, as well as develop strong collaborative relationships with clients and vendors. This position may also provide mentoring for other less experienced group air agents.

M-F 8a-5p, Central Time

Arrange all travel-related services for meeting and incentive attendees and guests, paying close attention to the policies and parameters of each group.
• Bookings to include air, rail, car, car service, hotel, seat assignments, and any other accommodations requested by the client.
• Confidently communicate with customer in verbal and written form to determine destination, mode of transportation, travel dates, financial considerations, accommodations, and other services required.
• Interpret vague or nonspecific instructions from the client to draw clear conclusions and assemble accurate travel arrangements. Use of additional resources may be necessary.
• Understanding of international travel, including fares and pricing, available resources, and travel documentation requirements.
• Understand, manage, and execute use of upgrades and loyalty programs including follow-through to ensure services were delivered.
• Understanding of airport lounges and resources available.
• Be consultative with customers and proactively anticipate the client's needs to produce optimum results. Execute travel plans with an elevated level of accuracy while overcoming unanticipated obstacles. Expected to produce results that will exceed an executive traveler's expectations.
• Display self-confidence and respect and acknowledge the hierarchal level of a VIP/Executive traveler and/or their administrative assistant.
• Compute cost of travel related services using the GDS (Global Distribution System) or other booking tools and resources.
• Assist customers with various needs, such as travel changes, split forms of payments and special requests, including any necessary problem solving.
• Quality Control for each reservation before queuing to the relevant ticketing/quality control queue.
• Empowered to resolve customer service issues using resources through leadership and/or vendor representative when necessary. If resolution is outside of monetary guidelines, recommend solution and obtain approval from leadership.
• Review incoming correspondence and materials as needed; prioritize, summarize, and respond promptly.
• Communicates all necessary information to travelers and travel arrangers to ensure all expectations are met. This information includes: all travel itineraries, fare rules and regulations, confirmation numbers, cancellation policies, prepaid's, code shares, upgrades, passenger preferences, Industry updates, clients travel policies, and credit card verifications, as well as destination and delivery information.
• Maintain all reservations in a completed state regardless of if authorization to ticket received at time of call.
• Monitor assigned queues and tasks throughout the workday to ensure reservations and tasks are accurate and complete.
• Work with leadership team to identify opportunities for process improvement and continual enhancements.
• Read daily briefings and industry announcements to keep abreast of industry developments.
• Participate in training opportunities to maintain and expand travel knowledge and customer service skills.
• Maintain a comprehensive working knowledge of GDS and any other product used for specific account being handled (i.e. CTM Advisor, TravelQuote, Group Track, Banx, etc.)
• Maintain productivity goals as set by leadership.
• Ensure strong intra-departmental communication, display positive team spirit, and ensure exemplary customer service.
• Ability to work outside regular shift during special events or times of crisis.
• Monitor flights of executive travelers using any available resources, such as Swift Data or Flight Monitor.
• May require booking personal travel extensions for executives and their family members or other travel companions.
• On-site travel may be necessary on occasion.
• Must maintain regular and reliable attendance.
• Other duties as assigned.

This job does not have direct reports but may perform supervisory responsibilities in mentoring new or less experienced Travel Advisors.

• Embrace CTM's core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

• Bachelor's degree preferred, however relevant experience beyond the required experience may be substituted on a year-for-year basis.
• Requires 5 years' experience in the travel industry, preferably with an emphasis on corporate Meetings & Events group air.

• Sabre experience preferred
• Domestic and international experience including fares and pricing

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us by clicking here. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click here to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

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