Travel Consultant (Leisure Vip Servicing)

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

Do you have the precision, professionalism, and passion for quality we’re looking for?

As a VIP Travel Consultant for GBT, you’ll manage travel for some of our most exclusive and rewarding VIP clients, including affluent business owners and high-profile names in the sports and entertainment sectors.

Key Responsibilities:

• 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 one or multiple Global Distribution Systems (GDS), Sabre, Apollo, Galileo, Amadeus and or supplier tools.
• Email management
• Voice, Email & Chat support where applicable.
• Provide consultative advice, solutions, and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g., Hotel and Car, Concierge services mentioned above), whilst ensuring adherence to the customers agreed program policies and requirements
• Utilize online and internal resources to ensure interactions are accurate and compliant with all business processes aligned with our loyalty program rules and regulations.
• High touch customer Service escalation handling and first call resolution.
• Ability to support multiple accounts, each with their own dedicated tools and technology
• Computer usage (Microsoft proficiency), and internet skills.
• Complying with all legal standard requirements, which include mandatory training, compliance, and sanctions
• Remain current with industry advancements, Loyalty training and reference material.
• Flight exchanges/refunds/schedule changes/involving manual calculations
• Follow internal compliance and regulatory requirements for all customers and locations supported
• Use of multiple tools, booking and redemption platforms
• Educate customers on products, programs, and services such as flights, hotels, gift cards and concierge services.
• Usage of telephony system & soft phone application involving precise logging
• Act as Travel Advisor and Consultant with the willingness to jump in and flexibility in shifts to meet client needs
• Handling inbound calls from high profile customers to assist with booking their travel needs as well as support non-travel services such as restaurant reservation, concert tickets, golf tee times and more.
• Scorecard metrics in place to adequately measure individual and team performance
• Technical and online navigational support and trouble shooting
• Resolve customer inquiries at the first point of contact with high touch service.

Key Qualifications:

• Patience
• High Level of Customer Service consisting of:
• Collaborative, team oriented, respectful, and professional with clients, colleagues and leadership
• Effective listening and attentiveness
• Detail-oriented - ability to act with integrity, and deal sensitively with personal and confidential traveler information
• Experience working in a high touch service environment where performance is measured
• Aptitude for and quickly adaptable to current technology and applications
• Travel certification
• Knowledge and experience of: Air, rail, hotel, car booking, Packages and Cruises an asset
• Ability to positively influence team and peers
• Proficiency in spoken and written English
• Persuasive speaking skills
• Typing proficiency: 45 WMP
• Additional language skills; French an asset.
• Passion for Excellence in Client Service
• Preference for candidates in (MST/PST) time zones
• Problem Solving, with a process improvement mindset
• Excellent Professional Communication – both written and verbal
• Ability to research and resolve customer service and traveler issues independently and /or with supplier
• Responsive, critical thinking, solution oriented
• Calculating and Processing exchanges
• Minimum 5 years travel experience in Leisure or Luxury Travel (Preferably in North America).
• Minimum 5yrs of Sabre GDS experience
• Empathy
• Decision making skills
• Learning agility and ability to act on constructive feedback
• High sense of urgency with the utmost level of respect and adherence to privacy and confidentiality protocols
• Possess a strong understanding of travel trends and industry best practices
• 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
• Proactive ability to identify problems (technical; account or client program specific issues), form solutions, and execute step-by-step troubleshooting procedures) and to research and resolve customer service and traveler issues independently and /or with supplier
• Detailed understanding of fares and ticketing rules, for car, air, hotel travel
• Adaptability
• Taking responsibility in managing various situations
• Hours of operation- 8AM - 8PM EST

Location

Canada - Virtual Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• And much more!
• Wellbeing resources to support mental and emotional health for you and your immediate family.
• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!