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Our Guest Services team books and confirms travel arrangements for program guests based upon the guidelines provided by the client to ensure all expectations are met. The scope of position is dependent upon the assigned programs, which vary from client-to-client and program-to-program. May handle approximately 10,000-15,000 participants, 3,000 inbound phone calls, and 30-50 programs per fiscal year.

Qualified candidates must be fluent in French and English. Candidates must be able to speak, read and write French and English to support our clients. 

Primary Responsibilities

55% - Books airline reservations for program attendees based on client specifications. Utilizes scripts/standard workflow processes, applies the appropriate airline contracts, utilizes and/or manages block space, completes program accounting information, and stores airfares. Services attendee phone calls and answers program-related questions. Communicates travel itineraries, fare rules/regulations, confirmation numbers, cancellation policies, code shares, upgrades, seating confirmation, and industry updates via phone, fax, and e-mail to participants. Documents all airline records via the Global Distribution System (GDS). Ensures that price quotes are ticketed accurately, preferred carriers are maximized, and that ARC (Airline Reporting Corporation) policy requirements are met. Provides Travel Directors with supporting documentation and information required to successfully operate program(s).

25% - Tracks and follows up on critical dates to ensure report and program deadlines are met.  Communicates pertinent updates to the Project Managers and appropriate team members.  Responds to attendee land requests.  Reviews and tests websites prior to the sites going live.  Reviews reports on a weekly basis for accuracy.  Completes all accounting functions pertaining to client specifications.  Communicates any unpaid status attendees to Project Managers and Supervisors prior to final mailing, or program operation date. 

20% - Attends ongoing training to enhance knowledge, skills, and abilities.  Performs special assignments as directed by management.  Attends department and program meetings to discuss updates, industry changes, policies, client specific information, process improvements, challenges, best practices, and recognize/reward team members.  Researches customer inquiries.

Qualifications

Bachelor’s degree or equivalent travel industry experience required. Hospitality or Event Management related degree a plus.

Proven record with strong customer service skills.

Must be very detail oriented and have strong problem-solving skills to research and resolve customer inquiries with minimal supervision.

Professional oral communication, written communication, and effective listening skills to ensure the customers understand and are satisfied with their reservations.

Strong MS Office skills (Word, Excel, PowerPoint) along with the technical aptitude to learn new technology.

Ability to handle multiple demands at the same time.

Dependable - reliable and on time for all scheduled shifts.

Travel Required: No

Disclaimer

This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.

Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more! Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked. View all details at www.MaritzBenefits.com.

Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.

Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-0335 or by sending an email to [email protected].