Vacation Travel Advisor - Air Desk Specialist

Job Summary: Our air desk specialists/travel advisors in the Vacation Travel Services division of Travelink need to possess excellent customer service and sales skills, decisive and successful problem-solving skills, a strong knowledge of geography – domestic and international destination knowledge, and a passion for detail with special talents for understanding complex international itineraries, multiple global carriers, wholesale versus contract and published, as well as, have a level head when working with customers and colleagues. Patience, flexibility, friendly and cheerful personality are a must to be successful in this role.

Customer Advising & Servicing Responsibilities:

• Work to establish solid working relationships with all customers, vendors, and co-workers with each interaction.
• Establish and keep agreed upon timelines with customers for all work to be completed on their behalf and follow-up accordingly.
• Qualify customers, seek to understand their desires and needs, to bring value to the sales process as a consultant and deliver “WOW” by providing innovative and extraordinary service.
• Act with a sense of urgency on all customer requests and maintain excellent client relations.
• Ability to retain composure and remain positive under pressure.
• Build customer rapport through your ability to carefully listen and use strong verbal and written communication skills.
• Possess the ability to actively listen to and understand customer concerns and overcome objections.
• Secure names and contact information in ClientBase for all potential customers for future marketing opportunities and customer retention.

Sales Responsibilities:

• Keep complete, accurate and updated records on all client interactions to include Sabre profiles, client files, ClientBase information.
• Negotiate international and domestic group or vendor contracts, as requested, maximizing customer value and company benefit, while minimizing risk to all parties.
• Learn and communicate all relevant promotions and products from Virtuoso® and Travelink preferred partners.
• Support and sell preferred vendors, contracts, and wholesalers as a first choice.
• Possess the sales experience and the consultative skills to confidently recommend and cross-sell relevant products and services and that all appropriate fees are charged for services rendered.

General Responsibilities:

• Keep work area organized and clean at all times.
• Keep appropriate sales records to support incentive plans and submit in a timely manner.
• Help to resolve any debit memos to minimize personal and corporate impact.
• Complete agreed upon development and training coursework.
• Apprise the Sr. Vacation Travel Manager of problems, errors, or any potential issues as soon as you are aware of them.
• Safeguard company information and property at all times while operating with a high degree of integrity.
• Work to keep personal queues clean throughout the day.
• Attend all office meeting and trainings to stay current on Travelink and Virtuoso®
• Process voids, refunds, and exchanges.
• Report to and from work and lunches in a timely manner. Punch in and out through the online time reporter, and follow process for time off approvals and reporting.
• Adhere to all company policy and procedures.
• Take appropriate actions to meet sales and performance goals as assigned.

You’ll succeed at Travelink if you are:

• Operate with a sense of urgency
• Good with time management, detail oriented, and have great organizational skills
• Committed to ongoing job and personal development
• In possession of a positive attitude with professional verbal and written communication skills
• Focused on job related tasks throughout work day
• Well-versed in international airline partnerships, frequent flyer programs, and mileage redemption
• A team player
• Committed to exceptional customer service
• Proactive in all tasks
• Proficient using consolidators and contracts for international air opportunities
• Easily handle multiple tasks with limited stress
• Proficient in Sabre, Microsoft Office products, general computer operations, vendor booking tools, and ClientBase
• Knowledgeable of international airlines rules and regulations, class of service, and potential benefits

While this position is very focused on supporting Vacation Travel customers requiring booking assistance for Air, Hotel, or Car-only itineraries, other duties may be assigned to meet business needs.