On-Site Airline Support Specialist

Overview

The On-site Airline Support Specialist supports our airline client onsite at the client’s office. The on-site contact for both the client and vendor regarding API operations, this role processes reservations and cancellations, maintains relationships with our airline partner and suppliers, and may interact with crew. The position emphasizes delivering excellent customer service and requires collaboration within the airline, API, and external parties to resolve operational challenges promptly. Initial steps require manual detail proficiency.

Responsibilities

- Transmit monthly schedules to hotels and ground transportation suppliers.
- Update and transmit daily changes to hotels and ground transportation suppliers.
- Communicate with hotels and ground transportation suppliers during day-of-ops for immediate changes.
- Book overflow rooms at non-contracted hotels as needed.
- Interrogate the airline’s crew management system (CMS) to identify existing reservations and update new reservations.
- Receive calls from crew members to verify hotel details and chase delayed ground transport.

We will train you on our work policies, procedures, and the ACES system to deliver Ops support. You will address client needs and provide solutions with support from your API colleagues. Follow-up on client requests is key to client satisfaction, ensuring you resolve requests and prioritize all client requests. You will build and maintain business relationships with clients by providing a great customer experience.

On-site Responsibilities and Client Interaction

- Effectively use all available tools and methodologies (phone, email, fax, Reservation Systems such as ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs and expectations. Adapt to situations such as IROP or other disruptions to accommodate changing airline schedules.
- Provide support, guidance, and training, acting as the on-site liaison with the airline partner.
- Process client requests received from the airline through the API Operations system. Assess all customer needs and respond promptly, accurately, and professionally.
- Follow up on all client requests and transactions; ensure all tasks are fully executed and client satisfaction is critical.
- Alert supervisor to items of a critical nature requiring management involvement to solve or avoid challenges impacting the client or API.
- Negotiate with vendors (hotels, ground transportation, others) to achieve the best outcome for the client and API.
- Resolve client disagreements calmly and professionally; research and present solutions based on facts.
- Maintain knowledge of API’s call centre work methodology and reservation systems to serve clients efficiently.
- Adapt to IROP or other challenges to accommodate changing schedules; may include extended work hours and being on the official on-call roster when needed outside of regular hours.
- Prioritize work effectively as needed and demonstrate strong communication skills, including active listening.
- Maintain strong computer skills (Excel, Word, Outlook, Teams) as required.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

- Ability to build strong relationships and foster a team environment in a fast-paced, dynamic work environment.
- Solutions-oriented with a strong client focus.
- Detail-oriented with excellent organizational skills.
- High problem-solving agility.
- Excellent interpersonal and negotiation skills.
- Process management capabilities.
- Excellent written and verbal communication proficiency.

Required Education and Experience

- One to two years’ experience in the hotel/travel industry. Experience in the airline industry (airline crew/scheduling and/or crew planning) is a definite plus.
- Prior experience with GDS systems, hotel reservation systems, airline reservation systems, and related functions is preferred but not required.
- Outstanding relationship management and customer service skills.
- Knowledge of Hotels as a product: hotel chains, categories, and locations.
- Knowledge of Ground Transportation reservations.
- Track record of delivering to deadlines and operating successfully in a dynamic role.
- Ability to prioritise work provided by others in terms of importance is imperative.
- Demonstrate strong communication skills, including active listening.
- Strong computer skills: Excel, Word, Outlook, and Teams are required.

Position Type and Expected Hours of Work

Unless specified otherwise, this is a permanent part-time position rotating 4 days on 4 days off (including public holidays that fall on rostered work days), Day shifts (6am-4pm) and Afternoon shifts (1pm-11pm). This will average to 35 ordinary hours per week.

Who We Are

API is the global leader for crew accommodation solutions, simplifying crew planning and travel management with a technology platform that streamlines operations. We are looking for dynamic, creative, and tech-savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions, API may be a great fit for you.

Other Duties

Responsibilities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO), or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear, stand, walk, and use hands to finger, handle, or feel; reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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