Job Description
The Crew Accommodations Agent at CORPAY’s Airline Division – TA CONNECTIONSis responsible for overseeing and coordinating the hotel and ground transportation bookings for our Client’s Crew members, as well as managing the workflow between agents and clients. This role requires efficient handling of booking requirements through our proprietary system CrewHub (CrewRez), along with managing communications through email, chat, phone calls, and direct interactions. The Coordinator ensures seamless resolution of booking issues by following Standard Operating Procedures and facilitates coordination among agents, clients, and vendors.
Essential duties and responsibilities:
- Coordinate Crew Accommodations: Book and oversee all the bookings of hotel accommodations and ground transportation for flight attendants, pilot crews, ad-hoc crews, and other non-crew airline employees.
- Manage Escalations: Handle emergency relocations of crew members, working closely with the Supervisor on shift and ensuring timely resolutions to avoid delays or cancellations.
- Client Coordination: Act as the primary liaison between the client's Crew Scheduling, other relevant departments, and our internal teams to meet operational requirements and resolve issues affecting crew members.
- Communication and Problem-Solving: Facilitate effective communication with internal departments and management to expedite work and resolve problems.
- Resource Management: Ensure that all necessary tools, systems, and resources are accessible and operational, reporting any issues to shift supervisors promptly.
- System Utilization: Efficiently use all tools and technology to process, track, and report transactions, ensuring accurate registration of reservation details in the TA Connections system.
- Hotel Sourcing: Identify suitable and compliant hotel options in various markets, particularly in locations without contracted hotels or during Sold Out situations, and handle the approval process for non-compliant options.
- Vendor Payments: Manage payments to hotel and transportation vendors in accordance with contractual terms.
- Team Leadership: Foster a positive work environment with open, respectful communication and professional behavior, promoting a "CAN DO" attitude among the client and all TAC colleagues.
- Incident Reporting: Report incidents professionally to the TA Connections Supervisor on shift and/or Operations Management.
- Attendance and Policy Adherence: Maintain impeccable attendance, punctuality, and adherence to company policies and the Employee Handbook.
- Support and Special Projects: Assist the Account Management Team, IT, Billing, and Commission Collections departments with data gathering, research, and troubleshooting, and work on special projects as assigned.
- Interpersonal Skills: Excellent interpersonal and client relationship skills with the ability to interact effectively with clients and business partners both electronically and via telephone.
- Organizational Skills: Strong organizational and multi-tasking skills.
- Communication Skills: Strong writing, communication, and negotiation skills.
- Team and Independent Work: Ability to work independently and as a contributing team member.
- Hotel Industry Knowledge: Familiarity with hotel sourcing and rate negotiation, with a thorough understanding of market and contractual needs.
- Technical Proficiency: Excellent PC skills, including proficiency in Microsoft Outlook, Word, Excel, and PowerPoint software.
- Flexibility: Availability to work shift work, willingness to work long hours during irregular operations, and flexibility to adjust schedules as per client requirements.
- Transportation and Remote Work Reliable transportation for on-site work and a dependable internet connection for potential remote work in a quiet home environment (Overtime or office closures).
- Experience: A minimum of 3 years of experience in the hotel/travel industry or a similar role is highly preferred.
- Education: High school diploma or GED Certificate is required. Some college education is preferred but not required.
- Language Skills: Fluent in English is required. Proficiency in additional languages such as Italian, German, French, Spanish, or Portuguese is a plus.
- Industry Experience: Prior experience in the hotel/travel industry or customer service/call center roles is highly preferred.
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