Senior 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.

Job Description – Senior Travel Counselor - Concierge and Entertainment

In the Traveler Experience organization, we provide more than just one booking. Through the combination of people and technology, we are focused on the complete travel experience – delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company, and we will get there by moving forward together.  

We are hiring for shifts that include working ***Weekends and Evenings***

Position Overview

• Accurate completion of complex travel requests (car, hotel, air, rail) for a high touch top tier travelers such as VIP, Concierge, Film & TV Production, News, Sports and Publicity Travelers
• Act as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation
• High level of creativity and booking in obscure production locations
• Handle special requests common to entertainment, and news industry. Hotel upgrades, artist riders, junkets, charter flights, car service, meet & greets, excess baggage, and production vehicles.
• Proactively offer best travel options based on client travel policy and requirements for multiple divisions
• Respond to phone, email and chat requests professionally and promptly
• Follows and applies client travel policy based on travel type and client expectations 
• Demonstrates excellent professional customer service and problem resolution skills 
• May function as a subject matter expert with specific client knowledge and/or serve as the customer point of contact
• Handle first level customer complaints, problem solving and escalating when needed
• Resolve complex problems including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally

• Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer focused, Senior-level Travel counselor to join our Global Entertainment Client Hub as the Lead Travel Counsellor.  This team provides end-to-end, full-scope travel services for the highest-level travelers of our client account in the Entertainment, News/Media, Sports professions.  Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow-through.  Travel counselors would be supporting global accounts, including booking for travelers in multiple countries.  The Lead Travel counselor will be supporting a global account, including booking for travelers in multiple countries.
• Position is Evening shift with some overnight shifts.

Position Description

• Assists Travel Counselors on a real-time basis with questions related to client specific policies, standards in creating Passenger Name Records, and questions related to the use of various technical tools
• Monitors call and email queues to ensure timely servicing of inbound contacts; participates on “MOD” real time rotation when required
• Creates or maintains training documents with current processes and procedures
• Schedules and training new and existing counselors on new clients, scope and/or processed
• Assists Team Leader with monitoring customer service and technical skills and provides immediate feedback
• Communicate new information to ensure consistent procedures are followed
• Provides feedback via one-on-one and mini-coaching sessions as needed
• Maintains appropriate level of confidentiality for information shared/observed by position
• May function as a SME with specific client or scope knowledge and/or serve as the customer point of contact
• Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (VIP, Concierge, Film/TV Production, News and Publicity) travelers
• Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation – entertainment client sector requires a high level of creativity and booking in obscure production locations at times
• Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)