Responsibilities

• Provide travel expertise and exceptional customer service for clients and travelers participating in meetings, events, incentive programs, and other group travel programs.
• Manage air travel arrangements for multiple programs and travelers simultaneously while meeting established deadlines and service expectations.
• Book and service domestic and international air reservations using Sabre GDS.
• Handle complex itineraries, including multi-city travel, international travel, split tickets, split forms of payment, exchanges, refunds, and manual pricing when necessary.
• Perform timely and accurate ticketing, exchanges, refunds, voids, and other ticketing functions.
• Interpret and apply airline fare rules, ticketing requirements, client travel policies, and program-specific guidelines.
• Work with airline group departments and group contracts, including managing blocked air space, deposits, ticketing deadlines, name requirements, and contract terms.
• Research flight schedules, availability, and pricing to identify economical and efficient travel options that meet client and program requirements.
• Communicate professionally with clients and travelers regarding flight options, schedules, pricing, ticketing deadlines, changes, and other travel requirements.
• Provide consultative recommendations and creative solutions when standard travel options do not meet program or traveler needs.
• Maintain accurate traveler information, PNR documentation, program records, and tracking documents.
• Manage Excel, Google Workspace, Smartsheet, and other documents or systems used to track travelers, reservations, ticketing, deadlines, and program activity.
• Monitor assigned programs to ensure reservations and tickets are completed accurately and within required deadlines.
• Resolve traveler and client service issues with patience, urgency, professionalism, and sound judgment.
• Assist travelers during schedule changes, cancellations, irregular operations (IROPs), and other travel disruptions.
• Maintain awareness of international entry requirements, passport and visa procedures, and other requirements relevant to international travelers.
• Ensure compliance with DOT regulations, TSA requirements, PCI standards, company procedures, and applicable client travel policies.
• Participate professionally in client and internal meetings, including on-camera meetings when required.
• Maintain a high level of travel industry knowledge through ongoing training and professional development.
• Communicate and collaborate effectively with Group Air leadership, fellow advisors, Account Management, and other internal teams.
• Be willing to assist other team members and programs when workload and service needs require.
• Be available outside normal business hours on an occasional basis when needed to assist with urgent client or traveler issues.

Requirements

• Minimum of 1 year of Sabre GDS experience, including reservations, ticketing, reissues/exchanges, refunds, voids, cancellations, EMD/MCO issuance, and PNR management.
• 5+ years of reservation experience with a full-service travel agency or travel management company, including domestic and international travel.
•  Experience coordinating group air travel, including working with airline group departments, blocked air space, group contracts, ticketing deadlines, and traveler manifests is preferred.
•  Strong international booking, pricing, ticketing, and exchange experience.
•  Ability to interpret fare rules and confidently handle complex ticketing, exchanges, refunds, split tickets, split forms of payment, and manual pricing when necessary.
•  Familiarity with DOT regulations, TSA requirements, passport and visa procedures, international entry requirements, and PCI compliance.
• Proficient with Microsoft Office, particularly Outlook and Excel, and comfortable working with Google Workspace, Smartsheet, GDS, mid-office, and other travel technology platforms.
•  Excellent verbal and written communication skills with the ability to communicate professionally with clients, travelers, airlines, and internal partners.
• Strong attention to detail and organizational skills with the ability to prioritize and manage multiple programs, travelers, deadlines, and requests simultaneously.
• The ability to accept coaching, apply feedback, and work within an established process
• Ability to work independently while contributing effectively within a team environment
• Self-motivated with a desire to positively influence others
• Reliable high-speed internet and a professional, distraction-free home office environment are required.
• Comfortable participating on camera during client and internal meetings as needed.
• Working hours preferred 8:30 am –5:30 pm MST, Mon-Fri