Be an early applicantLess than 25 applicants

Company

CWT · 10 hours ago

Entertainment Lead Travel Experience Counselor III- US Virtual

United States

Full-time

Remote

Senior Level

$70K/yr - $74K/yr

7+ years exp

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Event ManagementLeisure

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Responsibilities

Create and complete travel arrangements (air, hotel, car, rail)

Ensure reservations are built according to client standards and preferences

Act as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience

Handle a wide range of booking from simple ones to complex bookings with potentially non-standard and multi destinations, ticket exchanges and complex fares

Make changes or solve any issues that might occur during or before the travel

Assignments include both routine and non-routine work

Benefit from comprehensive training by experienced colleagues and use our social intranet to always stay up to date

Entertainment Workforce Coordination

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)

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 tools

Monitors call and email queues to ensure timely servicing of inbound contacts; participates in “MOD” real-time rotation when required

Supports groups as needed with assigning work when large lists come in (aka meetings, large crew movements)

Creates production cheat sheets, and ensures documentation on Paramount Academy is current

Back up for production intake and creating stars, email box setups, etc.

Communicates new setup to entire 24x7 entertainment team and ensures all are equipped to manage

Keeps Production Matrix up to date

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)

Attends production weekly calls and shares information with the entertainment team as well as leadership

Build solid relationships with client partners and key production coordinators where required

Schedules and provides hands-on training for new productions or processes and/or new counselors

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)

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 times

Handles special requests common to the entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)

Use available online resources to ensure compliance with clients’ travel policy (approval processes, a form of payment, etc.)

Resolves complex problems/on-trip escalations including non-standard and multi-destinations, ticket exchanges, and complex fares for all traveler types and destinations globally

Interacts with travelers, travel arrangers, and travel managers with highest level of quality and professionalism

Provides 1st level of support for agent questions

Assists Team Leader with monitoring customer service and technical skills of counselors and provides immediate feedback

Communicates new information to ensure consistent procedures are followed

Provides feedback via one-on-one and mini-coaching sessions to counselors as needed

Maintains appropriate level of confidentiality for information shared/observed by position

Attends staff and training meetings for ongoing updates in the travel industry and office procedures

Monitors calls/emails for counselor quality and provides feedback

Keeps leaders informed of any concerns/potential risks to customers or counselors and partners on solutions (dissatisfaction, frustration, or confusion, etc.)

Provides proactive suggestions to improve/streamline processes that will benefit counselor and / or client experience.

Maintains a favorable working relationship with all other company employees and third-party vendors to foster and promote a cooperative and harmonious working climate

Performs other duties as assigned

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Travel CounselingGDS SabreGDS AmadeusVIP Travel ExperienceEntertainment Travel ExperienceMicrosoft OutlookMicrosoft WordMicrosoft ExcelFare CalculationsRoot Cause AnalysisComplex Reservations

Required

High School diploma

7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor.

A genuine passion for high-quality customer service — we care about our customers and it’s important to us that you do too

Good verbal and written communication skills

Strong teamworking skills

A positive, “can do” attitude

Willingness to learn and grow!

Strong verbal and written communication skills

Strong attention to detail

Great 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 exchanges

Must 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 Turbo

Able 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 Excel