AAA Central Penn · 3 months ago
Group Travel Operations Specialist
Harrisburg, PA, US
Full-time
Hybrid
Mid LevelAAA Central Penn is dedicated to providing high-quality care and support to its members and team members. The Group Travel Operations Specialist is responsible for building and maintaining group travel records, ensuring a seamless experience for AAA travelers, and collaborating with the Group Travel Customer Care team to enhance member satisfaction.
Consumer Services
Responsibilities
Partners with AAA Preferred suppliers and other partners to generate contracts, including air contracts, when appropriate
Builds cost sheets and analyzes revenue projection for trips offered through the Group Travel Department
Develops group travel trip brochures
Creates and maintains Travel Point of Sale set up in Axis System including updates to client profiles and required documents to include but not limited to, registration forms, booking cards, file timelines, and group departure lists and releases new files for public sale upon completion
Draft Journey Manager as well as passenger document packets and maintains accurate files/records of reservations, contracts, booking cards, client information and payments for all group files; confirm accuracy of passport names/birthdates for air ticketing and cruise documents
Makes appropriate group level deposits and final payments with suppliers
Negotiates contracts with suppliers for the sale of group trips. Thoroughly analyzes the contracts for accuracy including the itinerary, departure dates, payment terms and cancellation deadlines
In partnership with the Group Travel Care Specialists, track all deadlines including but not limited to; final payment dates, recall dates, and cancellation penalty dates
Generates final bill letters and invoices for group departures and mails to clients
Reviews files to make certain all payments are accounted for, and all follow up has been completed to ensure timely and accurate file closing
Escalates issues/problems to department leadership and follows up in a timely manner to correct problem situations
Attend travel supplier training as offered to stay up to date on industry trends and changing procedures
Assists with group departures as scheduled from airports, offices, and other venues including outside of normal business hours
Actively demonstrates and promotes AAA Central Penn’s Core Values and Commitments
Serves as a key contributor to the Member Satisfaction scores and assists the Travel Management team to ensure members/clients are Totally Satisfied or traveler expectations have been exceeded
Qualification
Required
High school diploma or GED
Professional knowledge of the travel industry including geography, travel logistics, cruises, tours, accommodations, travel documentation, insurance, travel suppliers, trip operations and problem solving with a special emphasis on group products; in-depth experience with retail and group travel department operations
Proven time management, organization, and a keen attention to detail is a must
Excellent internal and external customer service and communication skills written and oral (listening skills, customer service, and phone etiquette), including the ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public
Ability to work in a multitasking, time-sensitive environment while displaying initiative and teamwork as well as the ability to work independently and with minimal supervision
Accurate accounting, ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, etc
Solves practical business problems using variables with limited standardization. Must interpret information and carry out initiatives based on interpretation
Extensive knowledge of computer applications including Excel, Power Point, Word, Outlook, Teams; and supplier products and policies with the ability to learn additional computer programs related to Travel
Given the nature of this role, it may require work outside of core business hours to include before shift, after shift, days, nights, weekends, and/or holidays; as such, the incumbent must possess the flexibility to work based on the needs of the business
Benefits
Generous, front-loaded Paid Time Off (PTO); no need to wait until you’ve accrued PTO to take that summer vacation.
1 personal day.
8 paid company holidays including Christmas Eve and New Year’s Eve.
Medical, Dental, and Vision benefits.
Health Savings Account (with employer contribution) and Flexible Spending Account options.
401(k) with up to 6% company matching, plus you are fully vested upon your first contribution.
Life Insurance and Long Term Disability at no out of check cost to our team.
Earn up to 3 extra PTO days a year for time spent volunteering in the community and attending AAA Cares events.
Tuition Reimbursement.
Free AAA Premier Membership.
Discounts and perks including travel, branch services, car batteries, and more!
Company
AAA Central Penn
AAA Central Penn serves members in Adams, Cumberland, Dauphin, Huntingdon, Juniata, Lancaster, Lebanon, Mifflin, and Perry counties.
Founded in 1902
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jodie Daubert
President & CEO
Greg Tobin
Chief Sales & Member Experience Officer
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