Job Description
Responsible for the Ground transportation and hotel reservations for our entire crew fleet. This will include: setting up ground transportation, the assurance of confirmation for both ground and hotel, the optimization of crew routes, the maintenance of the hotel database and the reconfirmation of the hotel the transportation is attached to.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Arrange ground transportation and hotel accommodations for crewmembers and designated department.
Maintaining and improving customer relations for defined customers - Crew.
Ensure usage of primary contracted hotels and ground transportation vendors. Optimization of correct ground transportation vendors within the region.
Run crew accommodation reports, input data in HOTAC for hotel bookings as well as coordinate with hotels on new bookings, adjustment and cancellations.
Conduct reconfirmation process through various systems in collaboration with the ground vendors to ensure accurate estimated time of arrival (ETA) and estimated time of departure (ETD).
Research alternate acceptable properties, make booking, change pattern to reflect new hotel and advise crewmembers as situations arise.
Implement corrective action as necessary if ground transportation fails to show.
Proactive maintenance of ground database. See what cities we are flying to, make sure ground database is updated along with agent tab in hotel database (infrequent stations).
Communicate confirmation to all crew the ground transportation information; vendor, cell number, driver name, etc.
Draw logical conclusions and act quickly to resolve problems while maintaining a professional demeanor. Escalate all issues to Lead Travel Coordinator.
Understand and abide by all rules relating to legal rest periods for crewmembers as stated in the Collective Bargaining Agreement, FCPM and other relative contracts.
Maintain AIMS with ground transportation details.
Ability to work with minimal supervision as well as work in a team environment.
Able to work in a high call volume environment.
Implement process of keeping ground transportation vendor up to date with flight delays/arrivals.
Implement process of keeping hotels up to date with flight delays/arrivals.
Maintaining, building up, and improving customer (crew) hotel database.
Validate hotel shuttle or transportation vendor information and advise crew force details.
Developing and/or maintain innovative continuous process improvements within the scope of capacity.
Providing quality input for the development and maintenance of ground data.
Additional tasks as required.
Work closely with Ground Ops to identify vendors for infrequent locations.
Work closely with various departments to help ensure operational reliability and effective execution.
Assist vendors with automated reports to streamline inquiries.
Provide assistance as needed with Ground transportation and/or Hotel bookings.
Job Requirements
At least one-year customer service experience.
Reservations experience - airline, hotel or travel agency experience a plus.
Experience in Global Distribution Systems (AMEDIUS/APPOLLO/SABRE) is a plus
International ticket booking experience is a plus.
Proficient in Microsoft Office Suite
Ability to work under stress and prioritize workload while handling multiple tasks.
Must have an understanding of airline contracts.
Possess good organizational skills.
Excellent customer service and interpersonal skills.
Comfortable with 24-hour operations environment.
Concept for problem solving.
Excellent communication skills; written and verbal.
Self-initiative, motivated and ability to handle stress.
Ability to work both independently and on a team.
High capacity to adapt.
Organized approach to work and ability to work under time/target pressure.
Quality conscious, attention to detail and supportive of a preventative culture.
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