Title : Travel Counselors (Sabre)

Start: 1.9.23

Duration: 4-6 months

Location: virtual

Pay Rate: $30/hr.

Project Information –

Two managers are seeking 7 travel counselors to join their team. I will send out a notification for a supplier call following this release. Please highlight in the candidate summary their skills based upon the JD and notes below.

· No entry level

· Person should be able to manage multiple accounts and flexibility.

· International, corporate SABRE experience required.

· Programs that are a HUGE plus: Salesforce email, Groundspan, Amtrak, virtual Payments, airline pass programs.

· If a break since 2020, they will be reviewed if they have a strong corporate background.

· Prefer 3 years or more with SABRE corporate background with larger companies. Someone that has worked with small agencies will have a challenge in working multiple corporate accounts due to policies and approvals.

· Contract is 4 months at this time with a possibility of extension and for the right person and budget, could go fulltime after 6 months (dependent upon person and budget).

Overview of Role:

The Ovation Specialize Travel Consultant role at GBT is to deliver exceptional travel service experience for our Corporate Business Customers. By working together as a high performing team, our Ovation Specialize Travel Consultants provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while maximizing supplier revenue.

The role will form part of a highly skilled team of Corporate Ovation Specialize Travel Consultants located virtually from home. The role will report to an operations supervisor and support from an operations manager.

Key Responsibilities:

· Hours of Operation and shifts available: 8am-9pm ET Monday-Friday

· Act as trusted advisor and consultant to a single or multiple corporate accounts with the willingness to jump in and flexibility in shifts to meet client needs. Support other Ovation work, including other Ovation customers when directed to do so by Ovation leadership.

· Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, utilizing (GDS), Sabre.

· Provide consultative advice, solutions, and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g., hotel and car), whilst ensuring adherence to the customers agreed travel policy and requirements and adhering to quality assurance standards.

· Complying with all legal standard requirements, which include mandatory training, compliance and sanctions

· Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your performance to check on and improve performance

· Follow internal compliance and regulatory requirements for all customers and locations supported

· Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.

· Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners

· Operate in multi-channel (phone, email & chat) servicing environments where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics

· Use positive telephone service techniques; act on special customer requests and maintain excellent client relations

· Coach, develop and mentor more junior Ovation Specialize Travel Consultant colleagues in the team as needed

· Express enthusiasm and energy within the organization and always act according to company ethics, values and compliance guidelines.

Additional Accountabilities

· Investigates/action Ovation Specialize Travel Consultants reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI, Going the Extra Mile “GEM”)

GBT Traveler Care Requirements:

• Internet only, no phone line is needed (GBT uses a VoIP product that works over your internet for making and receiving phone calls)
• Speed at least 10m download X 2m upload, please ask for the provider's "starter" speed. It usually meets the requirement. If it doesn't, please ask for their first package that meets both the download and upload requirements.
• Cable, DSL or Fiber connection to residence (no fixed wireless, satellite or cell based services)
• Ethernet Connection required. Your GBT applications do not work properly using wi-fi. You must be able to connect directly to your modem.
• DHCP (not static IP)

Equipment provided: Computer base, dual monitors, wireless keyboard & Mouse, wired headset, yubikey nano.

Key Qualifications and Attributes:

· Detailed understanding of fares and ticketing rules, for car, air, hotel travel

· Knowledge and experience of:

o Air, rail, hotel, car booking

o Calculating and Processing exchanges

o High proficiency in Sabre GDS

· Experience working in a high touch service environment where performance is measure

· Experience working in a team

· Background in Business Travel

· Passion for Excellence in Client Service

· Excellent Professional Communication – both written and verbal

· Detail-oriented - ability to act with integrity, and deal sensitively with personal and confidential traveler information

· Ability to research and resolve customer service and traveler issues independently and /or with supplier

· Problem Solving, with a process improvement mindset

· Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting and adapting to change quickly and professionally

· Ability to positively influence team and peers

· Learning agility and ability to act on constructive feedback

· Possess a strong understanding of travel trends and industry best practices

Job Types: Part-time, Contract

Schedule:

• 8 hour shift

Work Location: Remote

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