Ten Lifestyle Group ยท 3 weeks ago
Lifestyle Management - Reservations & Customer Service Agent
New York, NY
Full-time
Onsite
Entry Level
$46K/yr - $54K/yr
1+ years expTen Lifestyle Group is a leading Lifestyle Management company founded in 1998, dedicated to providing exceptional personalized service to its members. The role involves delivering high-quality travel management services, handling complex itineraries, and ensuring a seamless experience for high-profile clients.
Leisure Travel & Tourism
Responsibilities
Serving our members primarily by telephone and email to fulfil their requests and offer suggestions to enhance their experience
Ensuring you stay on member calls for the duration of the call before leaving for break. Calls can be 5 mins to 2 hours
Handle all communication between suppliers needed to obtain the quotes/information and review the details of all quotations provided to you, before providing them to the member
Provide end-to-end travel management services, including flight, hotel, and ground transportation bookings
Use Amadeus GDS (or similar systems) to quote, reserve, issue, and modify flight tickets accurately
Prepare and manage multi-segment, round-trip, and open-jaw itineraries for both leisure and business travellers
Offer expert advice on airline alliances, frequent flyer programs, fare rules, and best routing options
Coordinate with internal teams and external suppliers to ensure smooth travel experiences
Deliver a high-touch service with discretion, empathy, and attention to detail
Manage time-sensitive requests and prioritize multiple clients needs efficiently
To manage and meet competing deadlines, while setting expectations with members and ensuring continued communication with them
Provide quotes via our CRM system by email for the members
Follow up with the members to see if they are ready for their adventure and answer any questions they may have
To always act in the best interest of the member, ensuring their needs are met
To fulfill requests in the most resourceful and intelligent way while following best practices
Handle all member payments (if applicable) and arrange supplier payment through our finance team when required
Meet monthly KPI's on Sales, NPS and Efficiency
Have the ability to work on multiple requests and sourcing options from various suppliers according to the member's needs
Be flexible and adaptable to a change of priorities and complete requests within the given timeframe
The role may require some evening and weekend shifts
Qualification
Required
Minimum 1-2 years of experience in travel, concierge, or lifestyle management services
Proven experience using Amadeus to quote and book flights and hotels; advanced knowledge of the system is a plus
Understanding of airline fare structures and ticketing, including additional services such as extra baggage and wheelchair assistance; knowledge of reissues and refund processes is a plus
Knowledge of hotel rate types, loyalty programs, and preferred partner programs
Excellent written and verbal communication skills in English (other languages are an advantage)
High attention to detail and commitment to accuracy
Ability to work in a fast-paced, service-oriented environment
Strong organizational skills and ability to navigate and work efficiently across multiple systems and tools simultaneously
Flexible schedule, including occasional weekends or holidays depending on company needs
Preferred
A passion for working in a business that places members and customer service at their core as well as commercial success
A natural communicator who always takes the time to keep their colleagues informed and up to date and always considers the best way to tailor communication to different audiences
Excellent English language skills, both written and spoken and any second language is always an advantage
Commitment to supporting the delivery of Ten's environmental, social and governance goals, and promoting policy adherence
Benefits
Employee Assistance and mental wellness resources
Travel offers from a variety of sources that allow great discounts on hotels, cruises, and rental cars. These vary by location.
22 days of Paid Time Off your first year and maxing out at 32 days per year in your 4th year (based on a 40hr work week).
3 extra float days after 3 years of work.
One month off, fully paid sabbatical every 5 years of work, in addition to your Paid Time Off days.
Full catalogue of learning modules that cover a wide range of categories for personal and professional development
Discount on Pet Insurance and a variety of other non-travel perks and discounts
IATA card after 90 days which gives access to travel discounts
Monetary loyalty rewards at 3yrs, 5yrs, and 10 years of service
Working Holidays: Ability to work from any of our 23 global offices for a short period of time
Company
Ten Lifestyle Group
Ten partners with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Laura Noelle Phillips
Strategic Partnerships Manager - Travel
Company data provided by crunchbase