FCM - VIP Corporate Travel Consultant - Remote, USA

VIP Corporate Travel Consultant

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses.

Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.

Our VIP Corporate Travel Consultants will need to provide a high level of consultation and accuracy during all aspects of the travel experience, including pre-booking consultation, and the reservation process from beginning to end. Candidate must have in-depth travel industry knowledge, exceptional problem-solving skills, while maintaining the highest degree of professionalism and courtesy. 

This role will have you arranging domestic and complex international travel for busy executives including air, car hotel and ground transportation. Before you begin your role, you will spend three weeks(paid) training. This program will boost your knowledge, train you on contract airfares and sharpen your Sabre skills. Our corporate travel agents handle the air, car, rail and ground transportation bookings as well as the ticketing, changes and the exchange and queue management.  You will also need to offer exceptional customer service to satisfy our business traveler’s needs.

The schedule for this role will include a 40-hour work week with five 8-hour shifts from 3:00 PM to 11:00 PM EST, Monday – Friday.

Key Responsibilities

• Deliver exceptional, personalized service to C-Suite travelers and their administrative staff, establishing strong rapport and ensuring all interactions are handled with professionalism.
• Provide consultative support throughout the booking process, creating unique travel itineraries that meet the specific needs and expectations of high-level executives.
• Coordinate air, hotel, car, and ground transportation bookings for domestic and international travel
• Build rapport and develop a relationship with business travelers to ensure their business travel needs are in the hands of a trusted team of Corporate Travel professionals
• Ensure accurate and timely completion of reservations while meeting travelers' needs
• Executing all responsibilities within company guidelines for customer service, documentation of PNRS (Passenger Name Records) and profiles, ticketing, invoicing, and maintaining accuracy throughout
• Staying fully informed about airline rules, regulations, tariffs, and fare requirements and applying this knowledge accurately to all travel arrangements
• Deliver consultative support and exceptional customer service throughout the booking process
• Keeping clients informed about all necessary travel documents and health requirements for their destinations
• Proficiently handling ticketing, Phase IVs, and exchanges/changes involving complex international fares
• Expertly managing rerouting and exchange processes, ensuring minimal disruption to travel plans
• Other duties and tasks as assigned
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Experience & Qualifications

• 3+ years of recent experience as a VIP or Executive Travel Agent
• 5+ years of high-end customer service experience within the travel industry
• In-depth familiarity with current Sabre GDS (Global Distribution System) for fare calculations, itinerary management, and ticket issuance.
• Previous exposure to quality control processes to ensure the accuracy and compliance of travel bookings.
• Proficiency in ticketing procedures and scripting, along with the ability to handle complex itinerary changes and exchanges for both international and domestic travel.
• Proven ability to navigate and manipulate complex itineraries, international fares, and Passenger Name Records (PNRs) to meet client requirements.
• A polished and professional demeanor when interacting with clients and colleagues.
• Proficiency in handling multiple urgent tasks simultaneously while maintaining efficiency and quality in each interaction.
• The capacity to make quick and effective decisions to resolve travel-related issues promptly.
• Excellent communication skills to keep clients informed and reassured throughout the travel process.
• A deep commitment to delivering exceptional customer service with a focus on client satisfaction.
• Comfortable and proficient in using travel booking systems and various communication tools.
• Strong technical aptitude with the ability to troubleshoot and adapt to new technologies
• Self-motivated with the ability to work independently and manage tasks successfully
• Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data.