Job Description
Travel Consultant – Entertainment Production – TECIII – (220001TS)
CWT is one of the world’s leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected anywhere, anytime, anyhow and across six continents, we provide their employees with innovative technology and an efficient, safe, and secure travel experience. Joining CWT means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.
In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company and we will get there by moving forward together.
Position Overview
Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer-focused, senior level travel counselors with Film and or TV Production experience to join our Global Entertainment Client Hub. This team provides end-to-end, full scope travel services for the highest-level travelers of our client account for their productions. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow through.
Travel counselors would be supporting global account, including booking production travel for travelers in multiple countries around the world. Multiple schedules are available covering 24x7x365 with primary need being after hours/nights/weekend positions. 4×10 and 8×5 shifts available. Indicate your shift interest with your resume.
Position Description
- Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (VIP, Concierge, Film/TV Production, News and Publicity) 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 booking in obscure production locations
- 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
- 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
- Book large amounts of non-employee travel and create profiles for non-employees
- Coordinate simultaneous travel among multiple groups and events. Reconfirmation of group travel itineraries prior to travel dates
- Contact airlines with any special requests such as seat assignments, group seats, special meals, baggage and production equipment
- 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 service/Limo
- 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 all Production dates, locations, upcoming events, shows and annual group movements
- Manage sensitive and confidential private data for each Talent traveler
- Assist travel arrangers/production teams with billing and T&E reconciliation
- Opportunities will exist for some team members to travel to on-site locations to assist with special productions
#LI-REMOTE
Qualifications
- 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor
- VIP, Specialty, Entertainment/Production/Publicity, News, Sports experience highly desired
Position Requirements
- Knowledge, skills, and abilities
- 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
- Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, Relocation and/or other specialty travel
- 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
CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
Primary Location
: US-United States
Work from home: Yes
Employment type
: Standard
Job Family
: Travel Counselors
Scope: Global
Travel
: No
Shift
: Day Job
Organization
: TX_Operations_All Countries (Non-GSC)
Experience Level: 7 to 10 years