On-Site Airline Support Specialist en Accommodations Plus International

Summary/Objective 
The On-site Airline Support Specialist will support our airline client, located onsite at the client’s office. The On-site Airline Support Specialist is the primary point of contact for both the client and vendor regarding API’s operations. In this role, the On-site Airline Support Specialist processes reservations and cancellations, maintains and cultivates successful relationships with our airline partner as well as our suppliers, and sometimes directly with the crew. Maintaining a strong focus on providing the best customer service at all times. This includes internal collaboration within the airline and API, as well as communication with external parties to ensure that operational challenges are resolved promptly and seamlessly. The initial steps will require manual detail proficiency: 

• Transmitting monthly schedules to the hotels and ground transportation suppliers 

• Update and transmit daily changes to the hotels and ground transportation suppliers 

• Communication with the hotels and ground transportation suppliers during day-of-ops for immediate changes 

• Book overflow room as required at non-contracted hotels 

• Interrogating the airline’s crew management system (CMS) to identify existing reservations and update new reservations 

• Receiving calls from crew members to verify their hotel details and chase delayed ground transport 

We will train you on our work policies, procedures, and the ACES system to get you delivering Ops support. You will then address client needs and provide solutions with the support of your API colleagues. Your follow-up on client requests is key to Client satisfaction, ensuring you always resolve a request as well as process and prioritise all client requests. You will build and maintain business relationships with clients by providing a great customer experience. 

The On-site Airline Support Specialist provides total customer service, including but not limited to the following: 

• Effectively use all available tools and methodology, i.e., phone, email, fax, and Reservation Systems (ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs, requests, and overall expectations. Adapt to the situation at hand, e.g., (IROP) or (other), to accommodate needs created due to the changing dynamics of airline schedules or unforeseen situations.  

• Provides support, guidance, and training, working as the on-site liaison with the airline partner. 

• Processes client requests received from the airline through the API Operations system. Assesses all customer needs. Responds in a prompt, well-informed, accurate, and professional manner. 

• Follows up on all client requests and transactions. All tasks must be fully executed, and client satisfaction is critical. 

• Alerts supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely. 

• Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API. 

• Resolves client disagreements calmly and professionally. Researches and presents solutions to satisfy client needs based on facts. 

• Effectively utilizes all available tools and methodology, i.e., phone, email, fax, and Reservation Systems (ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs, requests, and overall expectations. 

• Adapts to the situation at hand, e.g., Irregular Operations (IROP) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules. Must be on the official “On Call Roster” when needed outside of regular working hours. 

• Maintains knowledge of API’s call centre work methodology and reservation systems that will best serve API’s clients most efficiently and professionally.  

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Competencies  

• Able to build strong relationships and foster a team environment in a fast-paced, dynamic work environment. 

• Solutions-oriented professional with a strong client focus. 

• Detail-oriented with great organisational skills. 

• High problem-solving agility. 

• Excellent interpersonal and negotiation skills. 

• Process management. 

• Excellent written and verbal communication proficiency. 

Required Education and Experience 

• You will have one to two years’ experience in the hotel/travel industry. Experience in the airline industry is a definite plus: airline crew/ scheduling and/or crew planning.  

• Prior experience with GDS systems, hotel reservation systems, airline reservation systems, and/or related functions preferred but not required. 

• Possess outstanding relationship management and customer service skills. 

• Knowledge of Hotels as a product: hotel chains, categories, and locations. 

• Knowledge of Ground Transportation reservations. 

• Track record of delivering to deadlines. 

• Track record of operating successfully in a dynamic role. 

• The ability to prioritise work provided by others in terms of importance is imperative to this position. 

• Demonstrate strong communication skills, including active listening. 

• Strong computer skills: Excel, Word, Outlook, and Teams are required. 

Position Type and Expected Hours of Work
Unless specified otherwise, this is a permanent part-time position rotating 4 days on 4 days off (including public holidays that fall on your rostered work days), Day shifts (6am-4pm) and Afternoon shifts (1pm-11pm). This will average to 36 ordinary hours per week.