ALTOUR, is seeking a Corporate Operations Manager for our After Hours team. This is an excellent opportunity for an individual looking to grow their career in corporate travel operations. This position would be responsible to manage day to day corporate operations, support client support activities relating directly to the reservations team and perform system and process maintenance as necessary to meet client needs. Specific responsibilities include:
Serve as a role model to members of the reservations team by demonstrating outstanding service and mastery of all reservations systems. Sabre, Worldspan and Apollo.
Monitor agent workload and ensure telephone service standards are maintained; take client calls and take reservations as necessary, assist agents with clients when necessary.
Partner with management and team to identify training and development opportunities for reservations agents; create and deliver solutions to address these opportunities.
Ensure client receives excellent service by proactively identifying and correcting potential process and service gaps, research and resolve client concerns and agent errors in a timely manner.
Coordinate operational aspects of the new business start-up
Support account management efforts by participating in client meetings as requested and assist with client reporting requests.
Support business administration by ensuring after-hours fees are charged, reviewed confirmation and after hours queues daily for accuracy, processing ticket copy requests, and researching/ resolving/ documenting debit memos.
Provide training to newly hired agents on all aspects of the agent role and ALTOUR policies and procedures.
Assist with other projects or product enhancements as assigned.
Monitor Afterhours billing fees and processes.
Manage Timecards, Payroll, Agent Reviews and Accounts Receivable Daily Report
Scheduling with emphasis on Holiday and Weekend Coverage.
Work directly with Independent Contractors for Afterhours setup questions and types of services offered.
Minimum of 5 years agent experience in corporate reservations environment
Must be flexible with shift. 1st or 2nd shift to include weekends would be required based on need
Proven ability to manage complex projects and consistently meet deadlines
Excellent verbal and written communication skills
Strong customer service acumen and experience working with outside clients
Willingness to take ownership of the results and demonstrated accountability
Proficient in MS Word, Excel, Outlook, and Power Point
Experience with Worldspan, Sabre, Apollo, Booking Builder, or Travcom preferred.
Regular and dependable attendance and punctuality are required
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.