Group Travel Operations Specialist

AAA Central Penn • Harrisburg, PA

99d

About The Position

The Group Travel Operations Specialist is responsible for the building and maintenance of domestic and international group travel records for the group travel department. The Group Travel Operations Specialist works in partnership with the Group Travel Customer Care team to ensure a seamless and world class experience for AAA travelers and clientele. Working in a team environment, the Group Travel Operations Specialist utilizes AAA preferred suppliers, and lends support to the entire AAA Travel team to provide a remarkable member experience, ensuring total satisfaction in service as reflected on QS5 survey scores and Welcome Home letters.

Requirements

• High school diploma or GED.
• Professional knowledge of the travel industry including geography, travel logistics, cruises, tours, accommodations, travel documentation, insurance, travel suppliers, trip operations and problem solving with a special emphasis on group products; in-depth experience with retail and group travel department operations.
• Proven time management, organization, and a keen attention to detail is a must.
• Excellent internal and external customer service and communication skills written and oral (listening skills, customer service, and phone etiquette), including the ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Ability to work in a multitasking, time-sensitive environment while displaying initiative and teamwork as well as the ability to work independently and with minimal supervision.
• Accurate accounting, ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, etc.
• Solves practical business problems using variables with limited standardization. Must interpret information and carry out initiatives based on interpretation.
• Extensive knowledge of computer applications including Excel, Power Point, Word, Outlook, Teams; and supplier products and policies with the ability to learn additional computer programs related to Travel.
• Given the nature of this role, it may require work outside of core business hours to include before shift, after shift, days, nights, weekends, and/or holidays; as such, the incumbent must possess the flexibility to work based on the needs of the business.

Responsibilities

• Partners with AAA Preferred suppliers and other partners to generate contracts, including air contracts, when appropriate.
• Builds cost sheets and analyzes revenue projection for trips offered through the Group Travel Department.
• Develops group travel trip brochures.
• Creates and maintains Travel Point of Sale set up in Axis System including updates to client profiles and required documents to include but not limited to, registration forms, booking cards, file timelines, and group departure lists and releases new files for public sale upon completion.
• Draft Journey Manager as well as passenger document packets and maintains accurate files/records of reservations, contracts, booking cards, client information and payments for all group files; confirm accuracy of passport names/birthdates for air ticketing and cruise documents.
• Makes appropriate group level deposits and final payments with suppliers.
• Negotiates contracts with suppliers for the sale of group trips. Thoroughly analyzes the contracts for accuracy including the itinerary, departure dates, payment terms and cancellation deadlines.
• In partnership with the Group Travel Care Specialists, track all deadlines including but not limited to; final payment dates, recall dates, and cancellation penalty dates.
• Generates final bill letters and invoices for group departures and mails to clients.
• Reviews files to make certain all payments are accounted for, and all follow up has been completed to ensure timely and accurate file closing.
• Escalates issues/problems to department leadership and follows up in a timely manner to correct problem situations.
• Attend travel supplier training as offered to stay up to date on industry trends and changing procedures.
• Assists with group departures as scheduled from airports, offices, and other venues including outside of normal business hours.
• Actively demonstrates and promotes AAA Central Penn’s Core Values and Commitments.
• Serves as a key contributor to the Member Satisfaction scores and assists the Travel Management team to ensure members/clients are Totally Satisfied or traveler expectations have been exceeded.

Benefits

• Generous, front-loaded Paid Time Off (PTO); no need to wait until you’ve accrued PTO to take that summer vacation.
• 1 personal day.
• 8 paid company holidays including Christmas Eve and New Year’s Eve.
• Medical, Dental, and Vision benefits.
• Health Savings Account (with employer contribution) and Flexible Spending Account options.
• 401(k) with up to 6% company matching, plus you are fully vested upon your first contribution.
• Life Insurance and Long Term Disability at no out of check cost to our team.
• Earn up to 3 extra PTO days a year for time spent volunteering in the community and attending AAA Cares events.
• Tuition Reimbursement.
• Free AAA Premier Membership.
• Discounts and perks including travel, branch services, car batteries, and more!

What This Job Offers

• Education Level: High school or GED