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About the Role
The Airline Support Specialist supports our airline partner onsite at their office location by processing hotel and ground transportation reservations, cultivating successful relationships, and providing professional, courteous, and friendly customer service.
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 to solve or avoid potential challenges.
- Negotiate with vendors (hotels, ground transportation providers, and others) to achieve the best outcome for the client and API.
- Resolve client disagreements calmly and professionally, researching and presenting fact-based solutions.
- Effectively use all available tools and methodologies (phone, email, reservation systems like ACES, Hotel Express, IHRS) to track and provide solutions.
- Adapt to irregular operations (IROPS) to accommodate needs arising from changing airline schedules and unforeseen situations, including extended work schedules and 'on call' availability.
- Learn and maintain knowledge of API's call center work methodology and reservation systems.
- Achieve a passing score on initial API Operations Agent Training and maintain currency through annual recurrent training classes.
- 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.
- Flexible work schedule, including availability to work 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.
Location
- Onsite at their office location
Work Type
- Full-time
- Flexible schedule required
- Availability for morning, evening, overnight shifts, 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 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.