Job Description - Entertainment Lead Travel Experience Counselor III (2400008A)Entertainment Lead Travel Experience Counselor III
-
(
2400008A
)CWT
is
one of the world's leading digital travel management companies
and as
a 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 us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.In the
Traveler Experience
organization, 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.Position OverviewTraveler Experience (TX)
is seeking an
Entertainment Lead Travel Experience Counselor IIIPosition OverviewTraveler Experience (TX) is seeking a positive, energetic, highly skilled, customer-focused, Senior-level Travel Lead Travel counselor to join our dedicated Entertainment client team Lead entertainment travel counselor for the global hub. This team provides end-to-end, full-scope travel services for the highest-level travelers of our dedicated client account in the Entertainment, News/Media, and 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.The Lead Travel counselor will be supporting a global account, including booking for travelers in multiple countries, 24x7x365.Evening shiftPosition DescriptionEntertainment Workforce Coordinationo Monitors all entertainment work teams within the global hub to have a clear line of site-to-workload across US Film Production, US Publicity, US TV Production, and UK Film Production (peaks and valleys – production surges, etc.) and makes daily adjustments to resource focus to meet current demand as well as plans for coming demand (ex. production crew will be traveling this weekend, or wrapping soon)o Assists Travel Counselors on a real-time basis with questions related to client and production-specific policies, standards in creating bookings, and questions related to the use of various technical toolso Monitors call and email queues to ensure timely servicing of inbound contacts; participates in “MOD” real-time rotation when requiredo Supports groups as needed with assigning work when large lists come in (aka meetings, large crew movements)Production, Award Shows, Meetings Setupo Creates production cheat sheets, and ensures documentation on Paramount Academy is currento Back up for production intake and creating stars, email box setups, etc.o Communicates new setup to entire 24x7 entertainment team and ensures all are equipped to manageo Keeps Production Matrix up to dateClient Facingo Supports client entertainment requests (aka Karen Dunfee and team) as the first point of contact (escalate to team leader or assign to team member as appropriate)o Attends production weekly calls and shares information with the entertainment team as well as leadershipo Build
solid relationships with client partners and key production coordinators where requiredTrainingo Schedules and provides hands-on training for new productions or processes and/or new counselorsHands on Entertainment Servicing (working inbound contacts)o Creates and accurately completes complex entertainment travel requests (air, meet greet, baggage, lounge, car, hotel, rail) for Paramount Global travelers (US and UK Film/TV Production, Sports, and Publicity)o Acts as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation – The entertainment client sector requires a high level of creativity and booking in obscure production locations at timeso Handles special requests common to the entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)o Use available online resources to ensure compliance with clients’ travel policy (approval processes, a form of payment, etc.)o Resolves complex problems/on-trip escalations including non-standard and multi-destinations, ticket exchanges, and complex fares for all traveler types and destinations globallyo Interacts with travelers, travel arrangers, and travel managers with highest level of quality and professionalismo Provides 1st level of support for agent questionso Assists Team Leader with monitoring customer service and technical skills of counselors and provides immediate feedbacko Communicates new information to ensure consistent procedures are followedo Provides feedback via one-on-one and mini-coaching sessions to counselors as neededo Maintains appropriate level of confidentiality for information shared/observed by positiono Attends staff and training meetings for ongoing updates in the travel industry and office procedureso Monitors calls/emails for counselor quality and provides feedbacko Keeps leaders informed of any concerns/potential risks to customers or counselors and partners on solutions (dissatisfaction, frustration, or confusion, etc.)o Provides proactive suggestions to improve/streamline processes that will benefit counselor and / or client experience.o Maintains a favorable working relationship with all other company employees and third-party vendors to foster and promote a cooperative and harmonious working climatePerforms other duties as assigned#LI-REMOTEQualificationsPosition RequirementsExperience7 years of experience working in a customer service environment that includes 5 years as a travel counselor.VIP, Specialty, Entertainment/Production/Publicity, News, and Sports experience highly desired.Knowledge, skills, and abilitiesStrong verbal and written communication skillsStrong attention to detailGreat active listening and information-gathering skills.Proactive consultant - solutions-oriented and accountable with a high focus on customer service.Has specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, Relocation Recruit and/or other specialty travel.Excellent working knowledge of the travel industry, and application of client travel policies, procedures, and processes (including complex international reservations, pricing rules, procedures, and changes).Proficiency with fare calculations, pricing, processing tickets, refunds, and exchangesMust be proficient in research determining root cause analysis.Possesses the ability to thrive as a positive contributor in a high-touch, complex interaction environment.Must be a “Team Player” and work cohesively with others internally and externally.Highly skilled in Sabre GDS, Power TurboAble to efficiently use current technology and easily adapt to changes in technology as they come.Must be able to thrive in an ever-changing technical environment.Microsoft Outlook, Word, and ExcelCWT
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
:
HomeEmployment type
Employment type
:
StandardJob Family
Job Family
:
Travel CounselorsScope
:
GlobalTravel
Travel
:
NoShift
Shift
:
VariableOrganization
Organization
:
TX_Operations_All Countries (Non-GSC)Experience Level
:
7 to 10 yearsJob Posting
Job Posting
:
Apr 29, 2024As 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 classUse of this website signifies your agreement to the Terms of UseAs an Equal Opportunity Employer/Affirmative Action employer, CWT 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.CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please by filling our contact form In your message please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.contact us
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