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About the Role
A Travel Manager at Encore is responsible for solving problems and training others to do the same. This role involves direct impact and team impact, including training agents on fare rules and loyalty programs, building training materials, coaching through complex itineraries, and providing direct client support.
Responsibilities
- Develop and deliver formal training materials to enhance agent skills.
- Coach travel professionals one-on-one on complex cases and bookings.
- Mentor individuals for growth into larger accounts.
- Serve as the expert for novel or challenging travel situations.
- Maintain fluency in day-to-day operations to support the team.
- Handle complex bookings, international itineraries, and loyalty programs.
- Address client escalations and stay current with industry changes.
- Document solutions by creating training materials, process guides, and standards.
- Identify knowledge or process gaps and propose improvements.
- Share best practices to elevate team performance.
- Collaborate with management to identify team improvement needs.
- Provide feedback on training and process effectiveness.
Requirements
- 20+ years of travel industry experience, with demonstrated expertise in US domestic and international travel.
- Proven management or supervisory experience in a travel-related or similarly complex service environment.
- Advanced knowledge of travel industry operations, GDS systems (Apollo/Galileo), fare rules, loyalty programs, and travel booking processes.
- Excellent written and verbal communication skills, with the ability to explain complex concepts clearly.
- Strong teaching and coaching abilities, with experience developing other people.
- Customer orientation that translates into high standards for team work.
- Ownership of mistakes and discipline to solve problems completely.
- Flexibility to shift between strategic work and hands-on support.
- Proficiency in MS Office, GDS systems (Apollo and Galileo), OBT, and similar platforms.
- Experience creating formal training materials or developing training programs (asset).
- Familiarity with Zoho Desk or similar service management platforms (asset).
- Track record of measurably improving team performance (asset).
- Prior experience managing international travel or complex corporate travel programs (asset).
Skills
- Travel expertise
- Training development
- Coaching
- Complex itinerary management
- Fare rules
- Loyalty programs
- GDS systems (Apollo/Galileo)
- MS Office
- OBT
Location
- US-based
- Remote
Work Type
- Fully remote
- Full-time
Experience Level
- 20+ years of travel industry experience
- Proven management or supervisory experience
About the Company
- Encore Corporate Travel is an independent, woman-owned travel management company focused on relationships and innovation.
- The company values deep care, thinking differently, and challenging the status quo.
- For 40 years, Encore has prioritized its people, fostering growth and supporting new ideas.
- Encore believes in scaling care and maintaining human connections amidst technological evolution.