Travel Support Specialist

Overview

In 1979, our founding editor left corporate life to travel the world. In his desire for authenticity, he sought out small hideaways in unspoiled corners of the globe, sharing his findings through a monthly newsletter under the pen name Andrew Harper. Over the years, the Hideaway Report evolved into a members-only luxury travel site with an expanded menu of curated content, including in-depth articles about a destination’s best hotels, restaurants, sightseeing and activities, as well as articles on villas, cruising, tours and sample itineraries. At Andrew Harper, an Internova Travel Group company, members enjoy full-service trip planning and exclusive travel perks at top-tier hotels, villas, cruises, safaris and beyond. Additionally, they gain entry to private auctions and receive year-round exclusive offers from esteemed hotels and travel partners globally. Members receive access to private auctions and ongoing offers throughout the year from favored hotels and travel partners around the world.  Click here for more information about Andrew Harper.

Responsibilities

Andrew Harper offers highly personalized services to its members that are tailored to their individual preferences. The primary responsibility of the Travel Support Specialist (TSS) position is to assist the Travel Advisors in providing exceptional service to our members in every interaction. This includes behind the scene support in obtaining quotes, aiding in the development of itineraries and costing, and timely responses to inquiries. In situations where the assigned advisor is unavailable, the Travel Support Specialist (TSS) act as the first point of contact for member calls, emails, web requests, and out of office coverage. They are always available to ensure a seamless planning experience for our members and to support the Travel Advisor team.

Essential Job Duties and Responsibilities:

• Assist the Travel Advisor in checking rates and availability for Cruises, Trains, Hotels, Air, Insurance, and any other related services required to complete a memorable trip for our members.
• Assist Travel Adviosr with timely follow up on outstanding leads, quotes, and inquries.
• Provides out-of-office coverage when an advisor is out to ensure a seamless experience for the member.
• Attach all required documentation to Res Cards including confirmations, itineraries, vendor invoices, etc.
• Reach out to members on behalf of the advisor as needed to avoid gaps in communication or request any additional information needed 
• Confirm/Update member information in ClientBase with the information provided in our membership database and send all confirmations that need to be invoiced to accounting.
• Process all changes and cancellations in Client Base for the Advisor and set up a task for QC Manager to change in the back office.
• Set weekly calls with your advisor team to review all leads according to the defined process and set reminders/tasks in CB accordingly.
• Generate Umapped itineraries (and other documents) on behalf of the Travel Advisor.
• Assist advisors in completing costing forms and making sure we are setting the correct margins to properly impact revenue.
• Ensure adherence to established processes while embracing Andrew Harper's Customer Service culture.

Department Duties:

• All Travel Support Advisors are required to coordinate their work schedule with the supervisor.
• All Travel Support Adviosrs are expected to demonstrate a willingness to always work as a team player, support their colleagues, proactively participate in discussions, share experiences, help build consensus, and demonstrate enthusiasm when new policies and initiatives are instituted.
• Must demonstrate eagerness, enthusiasm and immediate responsiveness in all company matters, including, immediately committing to participating in new assignments when e-mails are sent 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 the success of said events.

Communications and Interactions:

• Must possess excellent verbal communication skills, including, but not limited to, listening, always speaking respectfully, responding thoughtfully, and never reactively, aggressively, or inappropriately to anyone.
• Demonstrates strong written skills that are clearly and concisely stated.
• Strong attention to detail and highly organized with the ability to multi-task.
• Strong interpersonal communication skills in all modes of communication, whether by phone, email, text, etc.
• Displays a positive attitude, always acting tactful, enthusiastic, friendly, respectful, and considerate.
• Cooperates and devotes time and effort to building strong working relationships inside and outside of the office.
• Minimizes conflict and assists with conflict resolution when it arises.
• Readily assumes their share of responsibility for mistakes and seeks an immediate resolution that is best for the client.

Qualifications

• A minimum of 2+ years of travel advisor experience.
• Exposure to luxury leisure travel experience and knowledge is strongly preferred.
• GDS (Sabre) experience preferred but not required.
• High School Diploma or equivalent required; college degree strongly preferred.
• Open to learn and grow and always remain flexible to changes.
• Must possess strong attention to detail and sales ability.
• Demonstrate an ability to positively represent, support, and contribute to Andrew Harper’s business.
• Demonstrate strong oral and written communication skills.
• Ability to apply creative and critical thinking to help understand the need and find cost-effective solutions.
• Competence with using standard office tools and overall knowledge of Microsoft Office including Word, Excel, and MS Outlook. Experience with Client Base software and Umapped (and other itineraray tools).
• Excellent organizational and time management skills.
• Must possess a positive attitude and the ability to smile under all circumstances.
• Demonstrates ability to diffuse and respond to client concerns to avoid escalation of a problem.
• Trustworthy, honest, and maintains strong personal integrity.

PAY AND BENEFITS

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.  Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  The salary range posted represents the pay range for U.S. candidates.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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