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About the Role
The Airline Support Specialist - Overnight Shift supports our airline partner onsite during overnight operations by processing reservations, cultivating relationships, and providing professional customer service. This role is critical for supporting airline operations, responding to disruptions, and managing flight crew accommodations and transportation needs.
Responsibilities
- Serve as API's on-site liaison with the airline partner, providing support, guidance, and training.
- Process client requests received from the airline through the API Operations system.
- Assess all customer needs, ensuring prompt, well-informed, accurate, and professionally executed responses.
- Follow up on all client requests and transactions to ensure full execution and client satisfaction.
- Alert supervisor on critical items requiring management involvement.
- Negotiate with vendors (hotels, ground transportation providers) for optimal client and API outcomes.
- Resolve client disagreements calmly and professionally, researching and presenting fact-based solutions.
- Effectively use phone, email, and reservation systems (ACES, Hotel Express, IHRS) to track and address client needs.
- Adapt to irregular operations (IROPS) due to changing airline schedules and unforeseen situations, including extended work schedules and on-call duties.
- Learn and maintain knowledge of API's call center methodology and reservation systems.
- Achieve and maintain passing scores on API Operations Agent Training and annual recurrent training for certification.
- Perform additional responsibilities if designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO), or Information Assurance Accounting Officer (IAAO).
Requirements
- Ability to positively represent API in customer-facing situations.
- Applicants must have the legal right to work in the United Kingdom at the time of hire.
- Sponsorship is not available for this position.
Skills
- Knowledge of airline crew scheduling is a strong plus.
- Prior experience with GDS systems, hotel reservation systems, airline reservation systems, and/or related functions preferred but not required.
- Excellent interpersonal skills.
- Ability to work in a fast-paced environment.
- Professional telephone etiquette.
- Excellent written and verbal communication skills.
- Strong computer skills.
- Ability to multitask and prioritize effectively.
- Detail-oriented with strong organizational skills.
- Ability to work independently and remain productive during overnight hours.
- Availability to work overnight shifts, weekends, and holidays.
- Ability to work additional hours when business needs require.
- A second language, preferably French or Spanish, is a plus.
- Customer service experience is a plus.
- Airline, hotel, travel, or hospitality industry experience is a plus.
- Experience working overnight shifts in a customer service or operations environment is preferred.
Location
- Onsite at their office location
Work Type
- Full-time
- Overnight shifts
- Flexibility to work weekends and holidays
- Flexibility to work extended hours during irregular operations and service disruptions
Experience Level
- Depending on experience, skills, and qualifications
Salary/Compensations
- £30,000 - £35,000 annually
Benefits
- Monthly transportation allowance to support commuting costs.
About the Company
- Accommodations Plus International (API) operates in the airline support industry.
Equal Opportunity
- Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.
- Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.