FCM - VIP After-Hours Emergency Corporate Travel Consultant - Remote, USA

Flight Centre

7d•$29 - $31•Remote

About The Position

FCM is seeking an experienced VIP Corporate Travel Consultant to join their Emergency Customer Care (ECC) team. This role focuses on delivering white-glove, personalized service to C-Suite executives and high-profile clients during after-hours, overnight, weekend, and holiday periods. The consultant will manage urgent and complex domestic and international travel requests, including air, hotel, car, and ground transportation, using Sabre GDS. The position requires a seasoned travel professional who thrives in high-pressure situations and understands the importance of continuous exceptional service for VIP clientele. A four-week paid training program is provided to enhance industry knowledge, contract airfare understanding, and Sabre skills. This is a remote, after-hours position requiring flexible shift availability based on business needs and client call volume.

Requirements

3+ years of recent experience as a VIP or Executive Travel Agent, with a demonstrated ability to serve C-level executives and high-profile clients with discretion and professionalism.
4+ years of recent experience in corporate travel management, with a thorough understanding of the unique needs and challenges of business travelers, particularly in emergency and after-hours scenarios.
Expert in managing complex, urgent, and time-sensitive travel requests with precision, including the ability to navigate and manipulate complex itineraries, international fares, and Passenger Name Records (PNRs) to ensure seamless VIP travel experiences.
In-depth familiarity with Sabre GDS for fare calculations, itinerary management, and ticket issuance, along with proficiency in ticketing procedures, scripting, and handling complex itinerary changes and exchanges for both domestic and international travel.
Comfortable and proficient using Microsoft Office Suite (Excel, Outlook, Teams), travel booking tools (Concur, Deem), and various communication tools, with a strong technical aptitude and the ability to adapt to new technologies quickly.
Skilled in building long-term relationships with elite clientele by proactively gathering and retaining travel preferences, handling bespoke requests with discretion, and maintaining a comprehensive understanding of global geography and international destinations.
Previous exposure to quality control processes to ensure the accuracy and compliance of travel bookings, with strong attention to detail even in fast-paced, high-pressure situations.
Excellent written and verbal communication skills with a polished, professional, and empathetic demeanor when interacting with clients and colleagues.
A natural inclination to respond promptly to emergency travel requests, with the ability to handle high-stress situations, make quick and effective decisions, and provide expert guidance while consistently upholding the VIP standard of service.
A polished and professional demeanor when interacting with clients and colleagues.
Proficiency in handling multiple urgent tasks simultaneously while maintaining efficiency and quality in each interaction.
The capacity to make quick and effective decisions to resolve travel-related issues promptly.
Excellent communication skills to keep clients informed and reassured throughout the travel process.
A deep commitment to delivering exceptional customer service with a focus on client satisfaction.
Comfortable and proficient in using travel booking systems and various communication tools.
Strong technical aptitude with the ability to troubleshoot and adapt to new technologies
Self-motivated with the ability to work independently and manage tasks successfully
Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data.

Responsibilities

Deliver exceptional, white-glove service to C-Suite travelers and their administrative staff during after-hours and emergency situations, ensuring all interactions are handled with the utmost professionalism and discretion.
Provide consultative support throughout the booking process, crafting bespoke travel itineraries tailored to the specific needs and elevated expectations of VIP and executive-level clients.
Coordinate urgent air, hotel, car, and ground transportation bookings for complex domestic and international travel, often within time-sensitive and high-pressure timelines.
Expertly manage rerouting, exchanges, and itinerary changes, ensuring minimal disruption to travel plans and a seamless experience for the client from start to finish.
Proactively gather, retain, and apply client travel preferences and profiles to deliver a consistently personalized and anticipatory level of service.
Keep VIP clients informed of all necessary travel documents, visa requirements, and health requirements for international destinations, providing guidance with confidence and accuracy.
Proficiently handle ticketing, Phase IVs, and complex exchanges and changes involving both domestic and international fares.
Execute all responsibilities within company guidelines for customer service, PNR documentation and profiles, ticketing, invoicing, and quality control, maintaining the highest degree of accuracy throughout.
Stay fully informed of airline rules, regulations, tariffs, and fare requirements, applying this knowledge accurately and efficiently to all travel arrangements.
Demonstrate creative thinking and decisive problem-solving skills to provide optimal travel solutions in fast-paced, high-stakes situations.
Maintain ongoing communication with team members, Travel Managers, and Team Leaders through provided channels to ensure a united, consistent, and professional approach to VIP account management.
Complete all reservations accurately and in a timely manner, including post-trip follow-up and support where applicable.
Contribute to a safe, inclusive, and accessible work environment where all employees feel welcomed, respected, and supported to thrive.

Benefits

Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.
Travel perks/discounts
Health & Wellness Programs
Employee Financial Wellness Services
National/International Award Nights and Conferences
Health benefits including, medical, dental, vision, gender affirming care, and fertility care
Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
Flexible Spending Accounts
Employee Assistance Program
401k program with partial match
Tuition Reimbursement Program
Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
Global career opportunities in a network of brands and businesses