Production Travel Counselor - Entertainment Sports and News Media Client

Carlson Wagonlit Travel
paid holidays, sick time
United States, Minnesota, Minnetonka
701 Carlson Parkway (Show on map)
Jan 22, 2025
Do you love to help people, like to solve problems, and enjoy working in a dynamic environment? If the answer is "yes", we should talk. Many of the world's best known and biggest companies and governments around the globe rely on CWT to keep their people connected - anywhere, anytime, anyhow - by providing an efficient, safe and secure business travel experience. Be at the heart of our business. CWTisone of the world's leading digital travel management companiesand asa Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected - anywhere, anytime, anyhow - and across six continents, we provide their employees with innovative technology and an efficient, safe, and secure travel experience. Joining CWT means being part of a market-leading global company, working in a collaborative, multi-cultural, and entrepreneurial environment. In theTraveler Experienceorganization, we provide more than just a 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. On a day-to-day basis, you will: Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier travelers (Film/TV Production, Sport's and Publicity). Acts as a trusted advisor by offering informed and insightful recommendations to provide the best traveler experience - the entertainment sector requires a high level of creativity and booking in obscure production locations. Handles special requests common to the entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, meet-n-greets, car service, excess paid baggage, production vehicles). Proactively offers best options based on client travel policy and requirements for each interaction. Respond to requests (phone, email, chat) promptly, completely, and professionally. Accurately 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 SME with specific client knowledge and/or serve as the customer point of contact. May manage first-level customer complaints/escalation (pre-travel or on-trip). Resolves complex problems/escalations including non-standard and multi-destinations, ticket exchanges, and complex fares for all traveler types and destinations globally. Ability to thrive as a positive individual contributor in a high-touch, complex interaction environment. Proactively assist the team and other team members in resolving problems, learning, and research. Provides new ideas, feedback, and out-of-the-box thinking to leadership. Uses correct grammar during all interactions (email/phone/chat). Effectively demonstrates patience, empathy, and understanding while controlling the contact. Must be a "Team Player" and work cohesively with others internally and externally. Ability to work and adapt in a constantly changing, fast-paced environment. Assignments include both routine and non-routine work. Book large amounts of non-employee travel and create profiles for non-employees. Coordinate simultaneous travel among multiple groups and events. Reconfirmation of group travel itineraries prior to travel dates. Contact airlines with any special requests such as seat assignments, group seats, special meals, baggage and production equipment. Waitlist and proactively follow up on waitlisted flights to complete group requests. Maximize the use of client-negotiated airfares, cars, and hotels. Arrange a Meet and Greet and car service/Limo. Set up direct billing for car and hotel reservations as needed. Work with hotel group desk for reservations over 10 guests. Contact hotels to request assistance in waiving "no-show" charges. Build close and trusted relationships with travel arrangers and production coordinators. Be knowledgeable on all Production dates, locations, upcoming events, shows, and annual group movements. Manage sensitive and confidential private data for each Talent traveler. Assist travel arrangers/production teams with billing and T&E reconciliations. Opportunities will exist for some team members to travel to on-site locations to assist with special productions. #LI-REMOTE Qualifications Sound exciting? Welcome to a culture of caring Joining CWT means becoming part of a collaborative, close-knit, global community. Our "people first" ethos starts with our colleagues. As a member of the CWT team, you'll see that our core value of caring runs deep. It goes beyond the confines of our company too; our commitment to corporate social responsibility is deeply rooted in what we do and who we are. Because we care so much for our travelers we also care for our colleagues by fostering a high-performance and high-quality environment, fully supported by our leaders helping you succeed. We actively look for people who bring a positive attitude to work with them and that's reflected in the atmosphere in our offices, remote teams, and contact centers, and the dynamic between colleagues. Our people want to be here - which explains the long careers of so many of our colleagues. Speaking of longevity, CWT been in the travel industry for 150 years (and counting). We're proud of our history and even more excited about where we're going next: the corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before. Let's grow together The corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before. If you're looking to learn and grow in your career on the frontline of this exciting industry, we'll be there to support your journey and give you all the tools you need to excel. The experience and attributes we're looking for in new team members include: Qualifications 7+ years of experience working in a customer service environment including 5+ years as a travel counselor VIP, Specialty, Entertainment/Production/Publicity, News, Sports experience highly desired Position Requirements Travel Knowledge, skills, and abilities Strong verbal and written communication skills High attention to detail Great active listening and information-gathering skills Proactive consultant - solutions-oriented and accountable Excellent working knowledge of the travel industry, application of client travel policies, procedures, and processes (including complex international reservations and changes) Solid grasp of world geography and international travel routings Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, Relocation, and/or other specialty travel Highly skilled on Sabre and Power Turbo GDS Able to use current technology and easily adapt to changes in technology as they come. Must be able to thrive in an ever-changing technical environment. Ability to work flexible hours and adjust shifts as needed for coverage or world events Microsoft Outlook, Word, and Excel CWT accepts Military experience/certifications as a substitute for some requirements. What's in it for you? There are all kinds of advantages to joining the CWT community. We hope these things have already won you over - but just in case, here are a few extra, important details you probably want to know: Hands-on paid training Salary Range between USD 57,000 - USD 65,000 yearly. Competitive compensation - including shift differentials, referral bonuses, and supplier incentives 3 weeks of vacation, 14 days of paid holidays, and 8 days of sick leave each full year Flexible working options: Full-time, part-time, nights and weekends Medical/dental/vision Employee discounts and supplier incentives Employee Assistance Program & Employee Resource Groups CWT is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to TalentAcquisitonAmericas@mycwt.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. Work Arrangement : Home Employment type : Standard Job Family : Travel Counselors Scope : Global Travel : No Shift : Variable Organization : TX_Operations_All Countries (Non-GSC) Experience Level : 7 to 10 years Job Posting : Jan 22, 2025 As an Equal Opportunity Employer/Affirmative Action employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, veteran status, disability status, sexual orientation, gender identity or any other federal, state or local protected class