Air Desk Coordinator

AAA Northeast - Providence, RI3.3

Full-time
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Summary:
Acts as travel expert for existing travel technologies for travel counselor processing of member and client reservations; resolves counselor and member ticketing issues as necessary, utilizing Five Diamond Service standards during all interactions; prepares communication pieces regarding changes in ticketing policies and procedures; prepares periodic reports for review by management.

Responsibilities:
Acts as in-house expert for all travel reservation processes; receives requests from branch locations to assist with issues surrounding member travel reservations and systems issues; provides internal resource and resolves any ticketing problems which may occur, utilizing Five Diamond Service standards. Books members air for EV & CA tour products either on contract or published fares. Book members air for retail branches where we have an incentive/commission contract. Tickets all EV/CA reservations.

Provides quality control for air bookings, ensuring it corresponds to the correct tour/departure dates
Reviews and maintains all air queues. Troubleshoots any issues with the GDS. Monitors any air variance, reviewing budgeted cost vs actual ticketed.

Prepares weekly A.R.C. report for each branch office/call center, researching and resolving any discrepancies between I.A.R. and internal database information; utilizes ARC Compass for research and verification of airline ticket information.

Makes recommendations to changes in procedures of problem reporting and resolution as appropriate; updates procedure manuals as needed

Keeps abreast of changing trends in Travel Industry; researches and make recommendations of emerging travel technologies. Attends educational webinars and conference calls as well as other pertinent industry related topics.

Works in conjunction with team members and user base to accomplish small to large size projects

Qualifications:
Minimum 3 years’ experience in a tour operators air dept. or high volume travel agency required. Excellent GDS skills prefer Amadeus and Apollo. Knowledge of Softrip or other tour reservation system; automated/robotic ticketing, schedule change programs; ARC process and debit memos; net fares, airline rules and policies would be helpful. Excellent communications skills; strong customer and results orientation, and organizational skills. Ability to meet deadlines and multitask; adapt as the environment and organization evolves; attend/plan various site inspections. Availability on off hours to handle air emergencies.

AAA Northeast is one of the largest and most innovative membership organizations in North America. It is a multi-business organization comprising more than 60 locations in a six-state area. We provide valuable roadside service to our 5.1 million members, as well as many specialized services such as Financial Services & Loans, Insurance, Travel, Discounts, Auto Glass, and Driver Training. AAA is a key advocate for issues impacting the traveling public, such as highway safety, road maintenance and related legislation. We have a unique organizational model and many of our businesses are the largest and most sought after in their industries. AAA Northeast employees help and serve as a way of life. Through a 100-year legacy of service stewardship, our employees make valuable contributions to our workplace and the community that surrounds us. In order to continue our mission, our organization is expanding and we need talented people to work alongside us in creating our next 100 years.