Andrew Harper delivers highly-personalized services for the multitude of concierge and travel demands of its elite members, all of whom require immediate responsiveness, fully-researched proposals tailored to their individualized preferences and services that are delivered flawlessly at all times. Andrew Harper’s Travel Advisors, who were either trained by the company or previously worked in the travel industry or related field, are expected, when they begin their employment as Travel Advisor, to know how to independently research, plan, prepare proposals and book travel, with minimalhelp, directionandsupervision (i.e., spending no more than 50% of their day initially learning company systems and within one year, less than 20%). Other than learning the best ways to efficiently and effectively deliver highly-personalized services to Andrew Harper’s demanding clientele, and its pricing and processes, Andrew Harper’s Travel Advisors are provided with full authority to make decisions in representing Andrew Harper’s clients. As travel professionals, they are not provided with any scripts, quotas or daily directives, only to provide the services that best meet the needs and preferences of its demanding clientele. To that end, all Travel Advisors are entrusted with full autonomy and discretion, on behalf of the company, to service each client, subject to the company’s payment, invoicing and other policies.
Travel Advisors are assigned leads from members based on their regional expertise. The company fully expects that, at all times, its Travel Advisors will be driven self-starters who always exercise their independent discretion in all decisions, even after seeking assistance or recommendations. As Travel Advisors increase their efficiency and competency, it is expected that they will be able to book outside of their area of expertise for returning members after determining that they are properly able to service the member to the fullest.
Individual Travel Advisors’ Daily Duties and Responsibilities
Travel Advisors will be assigned Leads through the phone queue, via web chat or web request based on their regional expertise. Advisors will research, prepare proposals, book and make necessary changes. To that end, Travel Advisors are expected to identify, prioritize and decide what tasks are necessary to fulfill the needs of the client.
Travel Advisors must fully understand, evaluate and assess what services are being requested and the expected timeliness for providing the information, ensuring at all times that all governing policies and procedures are followed, all clients’ preferences are met, and that no bookings are completed unless the client has assented in writing highlighting any deadlines, cancellation fees, and/or charges, penalties or fees that may be incurred.
Travel Advisor who are unable to meet a client’s needs, and have exhausted all possible avenues, are expected to immediately seek assistance from their Department Manager or Team Leader. Travel Advisors are fully expected to have assessed any situations in which they seek help and be prepared to present what they have already done, and, if possible, present their own recommendations, before seeking assistance.
Conduct up-to-date exhaustive research of all options currently available to meet the member’s needs, using all resources available to them, including, but not limited to, Andrew Harper Editorial content, GDS, previous itineraries, contacting vendors, packagers, etc., consulting with other Advisors, meeting with more experienced colleagues who have planned similar trips to the designated area, including, Senior Travel Advisors and Department Managers.
Seek out all available, up-to-date information and combinations of all travel options, always thinking outside the box considering, for example, all transportation modes, special deals, maximizing cost savings, Hotel Programs or Select amenities, flexibility on travel dates/times, upgrades, seating, alternative routes, connections, layovers, security needs, refundability, etc.
Research all applicable third-party vendors to determine who is the best fit for the client and seek out all relevant information to answer any questions. Negotiate, on behalf of client, with third party vendors, respectfully and appropriately at all times, seeking to obtain the most value for the client. Consider all possible additional amenities that will be appreciated or have been specifically requested by the client, including, but not limited to, upgrades, views, bigger rooms, meal/spa credits, etc. using Andrew Harper’s preferred relationships.
Evaluate each and every segment of the client’s proposed trip, including, but not limited to, transportation from start to finish, seat assignments, special accommodations, arranging greeters, security personnel, contacting airline representatives for special services etc.
Provide clients all information that is related at all to their proposed travel, including, but not limited to, advising on requirements for processing passports, travel advisories, etc.
Proactively inquire whether the client needs other available services in connection with their travel, considering the ages of the travelers, the size of the group, such as, cribs, cots, reservations for restaurants, boats, tours, tickets; hiring additional help, such as, masseuses, trainers, butlers, nurses, or even stocking their rooms with special equipment or food in advance of their arrival, etc.
Prepare in writing proposals to the client that are succinctly and easily understood, highlighting that fares/rates are subject to change until booked, and any other limitations, to the proper client representative.
Work diligently and patiently with clients in fine-tuning all proposals, which sometimes can take weeks or even months, before the client approves the itinerary. If the client’s decisiveness is lagging too long, affecting fare and other holds, the Travel Advisor must be proactive in following up with the customer to complete the booking and alerting the client of any changes that derived from the delay in finalizing the booking.
Triple check all information before booking to ensure that everything booked is accurate (including the spelling of each traveler’s names and the dates/times of travel) and each client has authorized it in writing, provided a valid credit card, and complied with company policies.
Provide accurate itineraries confirming each segment of the trip and services booked.
Between the booking and the client’s trip, actively monitor communications from Andrew Harper, GDS etc. constantly checking weather, routing, accommodations, transportation issues, ensuring flights are not delayed, overbooked or cancelled, any closings, travel advisories, national security issues etc. To the extent any client may be affected by any possible issues, all Travel Advisors are expected to anticipate and make appropriate arrangements in advance of the client’s trip, whenever possible.
All Travel Advisors are responsible for ensuring that all of the moving parts, including, but not limited to, transportation, greeters, security, and the proper airline and other representatives are booked, confirmed and reconfirmed prior to travel, immediately before and during travel, and problem solving immediately throughout the client’s trip to ensure, to the extent possible, that all services provided by third parties to clients are delivered to the client’s satisfaction.
All Travel Advisors understand that no matter which segment of the trip they planned, they must be available to the client during their travels, in case of an emergency, a problem arises, or if they wish to make any changes of any kind. These include, but are not limited to, immediate rerouting, locating lost bags, sickness, responding to natural disasters, or if the client expresses dissatisfaction in any way with any of the services provided.
Multi-task to ensure that every matter pertaining to any client is addressed timely and appropriately, always meeting deadlines, and taking the initiative to learn, practice and expand their skills, all while attaining the client’s objectives.
Follow all policies and procedures, especially, obtaining written approval prior to bookings, pre-payment and invoicing clients.
Maintain Andrew Harper brand sanctity and brand position as the leading authority on high-touch, high service, and high expectation travel amongst the most discerning travelers
Maintain collaborative correspondence and develop strong relationships with Destination Management Companies (DMCs), hotel partners, travel advisor and members throughout your focus area of expertise
Coordinate with Operations to draft copy for travel documents, including "day-by-day" and "timed" itineraries and ensure all details are correct prior to sending to the traveler.
Assist the editorial and marketing teams in destination information and feedback to help put accurate and useful information in front of our members.
Provide support and guidance to your colleagues as it relates to your destination knowledge and areas of expertise to help them better service our members.
Any other duties as assigned by Andrew Harper.
GDS experience is an absolute necessity and requisite tool for all Travel Advisors
All new employees with travel experience who apply for a position with the company will be required, as a condition of employment, to demonstrate their GDS competency by completing an evaluation/testing of their skills.
The GDS must be used at all times for all clients’ travel. All work performed for any client must be inputted into GDS and Client Base and kept up-to-date at all times so that anyone can fully understand what has been done on behalf of the client.
To ensure telephone coverage at all times in the office, all Travel Advisors are required to work out with their Department Managers, and other members of the Department, the hours that each Travel Advisor is expected to work in the office, including scheduling meal breaks to ensure proper coverage in the Department, with more senior employees given priority in choosing their work hours and meal breaks.
All Travel Advisors must show respect to their superiors, peers and subordinates, demonstrate a willingness to work as a team player at all times, support their colleagues, proactively participate in discussions, share experiences, help build consensus and demonstrate enthusiasm when new policies and initiatives are instituted.
Demonstrates eagerness, enthusiasm and immediate responsiveness in all company matters, including, immediately committing to participating in new assignments when e-mails are sent out to Department members for new assignments.
Provide updated information on all company matters, as requested.
Attend all Department, company-wide meetings and other functions and contribute to its success.
High School Diploma or equivalent required; college degree strongly preferred;
Prior Travel Planning experience preferred.
Must possess strong attention to detail and sales ability.
Must be a self-starter who can independently, with minimal supervision and assistance, service the travel and other concierge needs of Andrew Harper clients efficiently, accurately, and with a personal touch, while always maintaining a professional demeanor and positive attitude.
Must be GDS proficient.
Demonstrate an ability to positively represent, support and contribute to Andrew Harper’s business.
Demonstrate strong oral and written communication skills.
Ability to apply common sense understanding and finding cost-effective solutions.
Proficient in operation of telephone and computer software such as Microsoft Office which includes Word, Excel and MS Outlook. Some experience with Client Base software and all current travel technology tools is preferred.
Excellent time management skills.
Must possess a positive attitude and the ability to smile under all circumstances;
Ability to work a flexible schedule, including evenings and weekends, to respond to clients when necessary and attend after-work events.
Neat, clean, professional at all times throughout the workday and/or whenever present in the community.
Demonstrates ability to diffuse and respond to client concerns to avoid escalation of a problem.
Trustworthy, honest and maintains strong personal integrity.
Successfully passes background check.
Has a valid driver’s license, ability to work in the US, reliable transportation, and willing to travel all over the world as directed to represent the company, as needed.
Communications and Interactions:
Excellent verbal communications skills, including, but not limited to, listening, speaking respectfully at all times, responding thoughtfully and never reactively, aggressively or inappropriately to anyone.
Demonstrates strong written communications skills that are clearly and concisely stated.
Strong interpersonal communication skills in all modes of communication, whether by phone, email, text, instant messaging, etc.
Displays a positive attitude, always acting tactful, enthusiastic, friendly, respectful and considerate at all times.
Cooperates and devotes time and effort into building strong working relationships inside and outside of the office.
Minimizes conflict and assists with conflict resolution, when it arises.
Assume responsibility of mistakes made and reach out to management in a timely manner to talk about proper resolutions.
Internova Travel Group’s international family of travel brands stand out across the travel industry. Headquartered in New York City and active around the world, our extensive network of travel advisors assists travelers across the globe.