Travel Consultant

Maritz is a sales and marketing services company, which helps companies achieve their full potential through understanding, enabling and motivating employees, channel partners and customers. Maritz provides market and customer research, communications, learning solutions, incentive initiatives, meetings and event management, rewards and recognition, travel management services and customer loyalty programs.

 

 

Recently, Maritz travel company was named to the SECOND Annual “CMI 25� List by

Corporate Meetings & Incentives magazine

 

 

As a TRAVEL ASSOCIATE WITH MARITZ TRAVEL, you will administer travel programs and book travel arrangements for program attendees.  In general, Travel Associates may handle approximately 1,200 – 4,000 transactions (original ticket issuance, reissues, refunds or voids), 3,000 inbound phone calls, and 100+ programs per team and fiscal. No budgetary or supervisory responsibilities.

Responsibilities
Job Responsibility Time Spent(%)
ATTENDEE MANAGEMENT: (1) Books airline reservations for program attendees based on client specifications utilizing scripts/standard workflow process, applying the appropriate airline contracts, utilizing and/or managing block space, completing program accounting information, and storing airfares. (2) Services attendee phone calls and utilizes available resources to answer program-related questions. (3) 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 to ensure all expectations are met. (4) Documents all airline records via the Global Distribution System (GDS), which includes client reporting information, special remarks, future pricing lines, itinerary remarks and participant changes documentation to ensure the following: (a) price quotes are ticketed accurately; (b) preferred carriers are maximized; (c) ARC policy requirements are met; (d) all Travel Associates can service a participant at any stage in the reservation process. (5) Maintains individual queues to ensure tickets are complete, accurate, and issued in a timely manner. (6) Coordinates necessary program activity with the back office system in regards to enrollments, hotel room inventory, activity selection, and program reporting. (7) Interfaces with Project Management to ensure client expectations and guidelines are met. (8) Provides Travel Directors with supporting documentation and information required to successfully operate program(s). (9) Communicates airline itinerary changes to appropriate onsite contact. (10) Reports labor hours daily utilizing our labor tracking application. 40%
PROGRAM ADMINISTRATION: (1) Tracks and follows up on critical dates to ensure report and program deadlines are met. (2) Generates mailing labels and manages the mailing process to ensure the correct information is being sent out in a timely manner. (3) Reviews the attendee registration fields prior to registration going live. (4) Maintains and monitors client e-mail boxes and winners' lists. (5) Communicates pertinent updates to the Project Managers and appropriate team members. (6) Provides VIP and extension itineraries to Project Management and Operations. (7) Works with hotel contacts to secure pre and post hotel extensions and communicate attendee hotel changes. (8) Reviews IMPACT after the Program Team Meeting for missing hotel and program set-up information. (9) Responds to attendee land requests, such as car, hotel, activity selections, in a timely and professional manner. (10) May book ground services and other requests for attendees. (11) Attends meetings regarding web registration set-up. (12) Reviews and tests websites prior to the sites going live. (13) Reviews the following reports on a weekly basis for accuracy: (a) Hotel Summary Grid Report; (b) Hotel Rooming Report; (c) Name Badge Report; (d) Pax Inventory Report; (e) Pax Air/Hotel/Rail Inventory Report; (f) Overnight Report; (g) Pax Enrollment Comments Report; (h) Unbilled Line Items Report; (i) Ticket Balancing Report; (j) Pax Payment Status Report. (14) Sends the reports to the appropriate parties and communicates subsequent changes. (15) Organizes and prepares file for storage, and purges program profiles 30 days after program operation. (16) Completes all accounting functions pertaining to client specifications. (17) Communicates any unpaid status attendees to the Project Manager and Supervisor prior to final mailing. 40%
SELF-DEVELOPMENT: (1) Attends ongoing training to enhance knowledge, skills, and abilities. (2) Performs special assignments as directed by management. 10%
CUSTOMER INQUIRIES: Researches customer inquiries, which entails reading itineraries and/or microfiche, involving other Travel Associates and departments, calling sales offices and writing letters to resolve issues such as complaints, lost tickets, accounting issues, form of payment (FOP) questions, lost baggage, fare discrepancies, vendor issues, hotel no-shows, hotel walking, bumping from flights, airline mileage, and upgrade problems. 5%
TEAM MEETINGS: Attends department and program meetings to discuss updates, industry changes, policies, client specific information, process improvements, challenges, best practices, and recognize/reward team members. 5%

Qualifications
(1) Travel school graduate strongly preferred. (2) 1+ years of Travel Industry, Travel Agency, or Airline experience required. (3) Thorough understanding and working knowledge of domestic, Hawaiian, Mexican, Canadian, and Caribbean fares and travel arrangements. (4) Understanding of international airline fares, applicable rules, upgrades, issues, exchanges, refunds, pre-paids, and miscellaneous charge orders. (5) Experience booking international travel arrangements preferred. (6) Problem-solving skills to research and resolve customer inquiries with minimal supervision. (7) Oral communication, written communication, and effective listening skills to ensure the customers understand and are satisfied with their reservations.

Computer Skills
MS EXCEL - BEGINNER - Required
MS EXCEL - INTERMEDIATE - Desired
MS OUTLOOK - ADVANCED - Desired
MS OUTLOOK - INTERMEDIATE - Required
MS WORD - BEGINNER - Required
MS WORD - INTERMEDIATE - Desired
GLOBAL DISTRIBUTION SYSTEM (GDS) - BEGINNER - Required
GLOBAL DISTRIBUTION SYSTEM (GDS) - INTERMEDIATE - Desired

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