Business Travel Consultant III ( Entertainment )

Do you love to help people, like to solve problems, and enjoy working in a dynamic environment? If the answer is “yes”, we should talk.

Many of the world’s best known and biggest companies and governments around the globe rely on CWT to keep their people connected – anywhere, anytime, anyhow – by providing an efficient, safe and secure business travel experience.

Be at the heart of our business.

As a travel counselor, you will provide outstanding customer service to corporate travelers before, during and after their business trips. Through our winning combination of outstanding people and innovative technology, we’re focused on ensuring that the travel experience of our customers is unforgettable from start to finish, for all the right reasons.

And as part of the Traveler Experience organization, you’ll be at the forefront of providing that exceptional experience. Beyond making bookings, you’ll play a key role in delivering a safe and enjoyable journey to our clients’ traveling employees.

Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer focused, Senior-level Travel counselor to join our dedicated Entertainment client team Lead entertainment travel counselor for the global hub.

This team provides end-to-end, full scope travel services for the highest-level travelers of our dedicated client account in the Entertainment, News/Media, Sports professions. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow through.

The Senior-level Travel counselor will be supporting a global account, including booking for travelers in multiple countries, 24x7x365. This role will require the candidate to work afternoons, evenings and weekends.

On a Day-to-day Basis, You Will

• Creates and completes travel arrangements (car, hotel, air, rail) for complex accounts
• Expert at selling products that are of commercial value to CWT and contribute to CWT’s profitability; sells “add on” attachments (hotel, other); upsells targeted areas of travel
• Acts as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation
• May coordinate and review the day-to-day work of others, but does not have formal supervisory responsibilities
• May function as an SME with specific client knowledge and/or serve as the customer point of contact in small implant/explants
• May manage first-level customer complaints/escalation
• Resolves complex problems/escalations including non-standard and multi-destinations, ticket exchanges complex fares, and potentially VIP service
• May assist other team members in resolving problems
• Assignments include both routine and non-routine work
• Entertainment Workforce Coordination
• Monitors all entertainment work teams within the global hub to have 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 ahead 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 on “MOD” real time rotation when required
• Supports groups as needed with assigning work when large lists come in (aka meetings, large crew movements)
• Production, Award Shows, Meetings Setup
• Creates production cheat sheets, ensures documentation on Paramount Academy are 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
• Client Facing
• Supports client entertainment requests (aka Karen Dunfee and team) as first point of contact (escalate to team leader or assign to team member as appropriate)
• Attends production weekly calls and shares information with entertainment team as well as leadership
• Builds solid relationships with client partners and key production coordinators where required
• Training
• Schedules and provides hands-on training for new productions or processes and/or new counselors
• Hands on Entertainment Servicing (working inbound contacts)
• 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 which provide the best traveler experience in each situation – entertainment client sector requires a high level of creativity and booking in obscure production locations at times
• Handles special requests common to 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, 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 traveler, travel arranger, and travel manager with highest level of quality and professionalism
• General Lead Duties
• 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

Sound exciting? Welcome to a culture of caring

Joining CWT means becoming part of a collaborative, close-knit, global community. Our “people first” ethos starts with our colleagues. As a member of the CWT team, you’ll see that our core value of caring runs deep. It goes beyond the confines of our company too; our commitment to corporate social responsibility is deeply rooted in what we do and who we are.

Because we care so much for our travelers we also care for our colleagues by fostering a high-performance and high-quality environment, fully supported by our leaders helping you succeed.

We actively look for people who bring a positive attitude to work with them and that’s reflected in the atmosphere in our offices, remote teams, and contact centers, and the dynamic between colleagues. Our people want to be here — which explains the long careers of so many of our colleagues.

Speaking of longevity, CWT has been in the travel industry for 150 years (and counting). We’re proud of our history and even more excited about where we’re going next: the corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before.

Qualifications

Let’s grow together

The corporate travel industry is bouncing back strongly after the pandemic, promising to be bigger, more exciting, and more innovative than ever before. If you’re looking to learn and grow in your career on the frontline of this exciting industry, we’ll be there to support your journey and give you all the tools you need to excel.

The experience and attributes we’re looking for in new team members include:

• More than 5 year of experience working as a Travel Consultant (or 5 years in other customer service industries)
• Advanced knowledge of GDS (Sabre or Amadeus)
• 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 teamwork skills
• A positive, “can do” attitude
• Willingness to learn and grow!
• CWT accepts Military experience/certifications as a substitute for some requirements.
  
  

What’s in it for you?

There Are All Kinds Of Advantages To Joining The CWT Community. We Hope These Things Have Already Won You Over — But Just In Case, Here Are a Few Extra, Important Details You Probably Want To Know

• Hands-on paid training
• Competitive compensation — including shift differentials, referral bonuses, and supplier incentives
• Salary Range USD 60,000- USD 67, 000 plus 15% shift differential.
• 3 weeks of vacation, 14 days of paid holidays, and 8 days of sick leave each full year
• Both on-site and home-based positions available
• Flexible working options: Full-time, part-time, nights and weekends
• Medical/dental/vision
• Employee discounts and supplier incentives
• Employee Assistance Program & Employee Resource Groups
  
  

CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to TalentAcquisitonAmericas@mycwt.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.