Travel Advisor, Travel Hub

International SOS

About The Position

The Travel Advisor, Travel Hub is responsible for fulfilling requests for some very high profile Aspire Lifestyles Client Programs and prospective client requests via phone, email, and/or chat. The Travel Advisor, TH will fulfill the request through a variety of resources (Internet, team member or personal experience, partners, Aspire Lifestyles resources, etc.), and communicate responses in a prompt, professional, and concise manner. The Travel Advisor, TH would handle requests that would include, but not limited to air, hotel, car and activities. With the travel requests the Travel Advisor, TH would need to be able to handle complex itineraries, including checking in the GDS or other travel specific systems. This individual serves as a role model for other Aspire Lifestyles Travel Advisors and upholds the highest levels of customer service and quality.

Requirements

Superior time-management skills along with strong sense of urgency.
Strong Internet navigation skills along with a working knowledge of Microsoft Office.
Strong customer service skills and attention to detail.
Committed to delivering customer service excellence and high-quality work.
Demonstrates self-motivation, self-confidence, flexibility, adaptability, and open-mindedness.
Able to anticipate, successfully negotiate and solve problems
Ability to communicate in English (verbal and written) in a polished and professional manner is required.
5+ years of related customer service or hospitality experience required - working directly in a hospitality field such as hotels, event planning, travel agent or concierge
3+ years of experience with a GDS.
Some College required, College Degree preferred.
Excellent verbal and written communication skills.
Able to successfully pass a credit, criminal, and employment reference security check.
Able to work a flexible schedule that includes nights, weekends, and holidays.
Must have a dedicated, quiet, and private workspace free from distractions.
Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.
Reliable high-speed uninterrupted internet connection meeting minimum company standards.
Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.
Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.
May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies.

Nice To Haves

College Degree preferred.

Responsibilities

Independently fulfills high profile program client request and other requests as necessary, from assigned office via phone, email.
Research and fulfill requests from customers in the US and abroad for the following categories: Air, Hotel, Car Rentals and Activities.
Handles complex Travel bookings by utilizing GDS (Sabre) and other tools as needed.
Leverage industry knowledge and previous experience to independently recommend and provide services
Exercises judgment and discretion when serving as the primary touch point for escalated customer service issues and vendor communication.
Provides accurate and timely information regarding requests.
Follow up on last-minute details, requests and changes.
Applies high quality customer service guidelines when fulfilling customer requests.
Leverages current partners and utilizes Internet and other resources to fulfill requests.
Communicate responses in a clear, professional, timely and concise manner.
Represents clients in a professional, courteous manner.
Attends meetings and training as required to obtain new and pertinent information about clients and how to assist customers.
Applies client and Aspire Lifestyles policies as applicable when interacting with customers.
Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality, compliance, etc.).
Other duties as assigned.