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.
Traveler Care is seeking positive, energetic, highly skilled, and customer focused Senior Lead Travel Consultant to join our Global Entertainment Client Hub. 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. Candidate 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.
What You'll do
- Assists Travel Consultants 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
- Training new and existing consultants on process changes.
- 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
- 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.) and use available online resources to ensure compliance with clients’ travel policy
What We're Looking For
- High School Diploma required.
- 7+ years of customer service experience, including 5+ years as a travel consultant.
- VIP, specialty, entertainment/production, publicity, news, and sports travel experience highly desired.
- Strong verbal and written communication skills.
- Excellent attention to detail with active listening and information-gathering abilities.
- Proactive, solutions-oriented consultant with accountability and strong customer service focus.
- Specialist expertise in VIP, concierge, relocation, recruitment, or other specialty travel.
- Advanced knowledge of the travel industry, including complex international reservations, pricing rules, and policy compliance.
- Proficiency in fare calculations, ticketing, refunds, exchanges, and root cause analysis.
Availability 24/7, Work arrangement: Remote; only for UK based candidates
Location
United Kingdom
The #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.
Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
And much more!
All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.
Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.
Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.
What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!
