Entertainment Production Travel Counselor

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

An exciting opportunity has arisen within Traveler Care for one of our Entertainment Teams as part of their Productions business.

• Are  you a team player with excellent communication skills ?
• Are you organized with great attention to detail?
• Would you be able to deliver exceptional customer service to a client with super high expectations?

If we are describing you then we would welcome your application to join us.   

Job role to include but not limited to:

  • Organizing all aspects of Production Travel; air, car, hotel, car service, meet & greets, suites, baggage, upgrades

  • To act as a contact for customers by handling all incoming service requests (phone and email).

  • To complete reservations at the point of sale where possible, accurately and efficiently.

  • To provide excellent customer service and always exceed expectations (Nothing is too much trouble and pro activity is key)

  • Ensure compliance to both client and company policy as well as adhere to strict deadlines/service levels.

Key skills and experience required:

   • Production Travel experience and/or VIP Travel experience is a plus for this role

   • Excellent communication skills, both verbal and written.

   • Excellent telephone manner, providing exceptional Customer Satisfaction. 

   • Strong organizational skills with a meticulous eye for details

   • Methodical with strong focus on accuracy and quick responses

   • Able to be flexible, proactive and use initiative.  
   • Able to work efficiently without supervision and to manage own workload effectively.

   • Able to build strong and positive working relationships within the team, company and external parties.
   • Ability to work under pressure and manage workload. Use quieter periods effectively on longer term work.
   • Strong understanding and knowledge of travel products including preferred airlines and hotels.  

   • Experience in managing complex itineraries.

   • Excellent Customer Service attributes with effective problem solving and conflict resolution skills.

The Traveler Counsellor role at GBT is to deliver exceptional travel service experience for our Corporate and Business Travel Customers. By working together as a high performing team, our Travel Counsellors provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while maximizing supplier revenue.

The role will form part of a highly skilled team of Corporate Travel Counsellors located virtually from home, at one of our Business Travel Centers or on-site at client locations.  The role will report to a Team Coach.

Additional Accountabilities

• Working phone, email or chat booking air, hotel and car rental
• Supports executive travel bookings and/or C-Level travel
• Actions, reviews and presents to customer BTA reconciliations.
• Investigates/action Travel Counsellors reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI/CSR, Trailblazer)

Our Specialized Travel Consultants work in a high-touch service environment to book travel and accommodations for some of our top clients at Amex GBT. Working from the comfort of your own home, you’ll collaborate with your team to provide creative and timely travel solutions and an outstanding travel service experience.

If you’re curious, collaborative, and enjoy working in an environment that prioritizes quality of interactions over quantity of calls, this may be the perfect role for you!

What You’ll Do on a Typical Day

• Advise and arrange travel for corporate business customers (both individuals and groups)

• Arrange and book domestic and international business travel, in a variety of complexity, for air, road, rail, and accommodations

• Use various Global Distribution Systems (GDSs), including Sabre, Apollo, Amadeus, and/or Galileo. Training may be provided

• Communicate effectively with customers over the telephone, messaging (chat), e-mail, and/or back office systems

• Act as a trusted advisor by using travel expertise to proactively provide advice and sell