Overview
At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News).
Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive.
We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour.
Responsibilities
The Supervisor, Service Delivery will support the day-to-day dedicated agent team, resolving questions and issues, accounting/reporting questions, and research/resolution of issues. They will also assist with reservations as needed. Weekly and/or monthly reporting assistance if necessary.
Oversee questions from the dedicated agents and assist with any issues.
Support dedicated agents to ensure the highest levels of customer service and to support client satisfaction.
Ensure staffing coverage based on department schedule.
Assist with accounting and reporting questions from the account. Weekly and/or monthly reporting assistance if necessary.
Research and resolve (with manager approval when needed) issues/errors.
Makes travel arrangements with company authorized air, hotel, car, and ground transportation vendors as requested by clients.
Follows company procedures, guidelines and standards in the areas of: customer service, building PNR's and profiles, customer service, ticketing, utilization of front room CRS productivity, attendance, accuracy of work, invoicing, etc.
Is fully informed and stays abreast of all airline rules and regulations, tariffs, and other industry requirements and accurately applies this information when making travel arrangements.
Keeps immediate supervisor informed of all matters of significance.
Consistently promotes a productive and harmonious working relationship with and between other company employees to foster and enhance a cooperative and harmonious working climate effectively.
Address client issues and concerns, representing the company professionally by offering competent advice and working with Manager and/or Director for solutions and resolution.
Performs duties as required or requested.
Qualifications
Minimum of 5 years travel agency experience.
Demonstrated knowledge of and experience in the travel industry including proficiency in Sabre.
Diplomacy and tact required in contact with vendors, co-workers and clients.
Courteous, professional telephone manner.
Superior problem solving skills
Regular and dependable attendance and punctuality are required.
Excellent written and verbal skills
Basic Microsoft Office skills
Flexibility with schedule should department coverage require
Leadership Abilities:
Self-starter, takes ownership for own work, consistently meets deadlines
Ability to relate to and understand agent and supervisor roles
Provides day-to-day guidance to agent team within span of control as needed
Demonstrates exceptional teamwork
Solutions oriented
Proactively anticipates potential issues and problems, takes steps to mitigate
Thinks creatively to find best/appropriate solution to difficult problems
Shares best practices and ideas with peers and leaders
Able to support peers in decision making
Knows when to escalate to a leader
Must be able to communicate effectively and professionally (verbally and in writing) as appropriate for the needs of the audience.
Demonstrates strong conflict resolution skills
PAY AND BENEFITS
Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
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