Airline Support Specialist

**Position Description**
**Job Title: Airline Support Specialist**
**FLSA Classification: Non Exempt**
**Reports to: Director, Operations APAC**
**Department: Operations**
**Location: On-site at Airline Partner Office (Qantas), Mascot, Sydney, NSW**

**Summary/Objective**

The **Airline Support Specialist **will support our airline client, Qantas, located onsite at the client’s office. A successful individual will have a high level of integrity and professionalism, is also computer-savvy and works independently and proactively.

The Airline Support Specialist is the client and vendor main point of contact for API’s operations. In this role, the Airline Support Specialist processes reservations, and cancellations, maintains and cultivates successful relationships with our airline partner as well as our suppliers, and sometimes directly with the crew. Maintaining a strong focus on always providing the best customer service. This includes internal collaboration within the airline and API as well as communication with external parties to ensure operational challenges are seamlessly solved in a timely manner. The role will include:

- Updating and transmitting daily changes to the hotels and ground transportation suppliers
- Communication with the hotels and ground transportation suppliers during day-of-ops for immediate changes
- Book overflow room as required at non-contracted hotels
- Interrogating the airline’s crew management system (CMS) to identify existing reservations and updating new reservations
- Chasing delayed ground transport
- Booking crew room and transport requirements as directed by the airline in the event of an IROP situation

**Essential Functions**:_ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
You will address client needs and provide solutions with the support of your API colleagues. Your follow-up on client requests is key to client satisfaction, ensure you always prioritise and resolve all requests. You will build and maintain business relationships with clients by providing a great customer experience.

The Airline Support Specialist provides total customer service including and not limited to the following:

- Provides support, guidance and training to the airline working as the on-site liaison with the airline partner.
- Follows-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
- Alerts supervisor to all items of a critical nature that requires management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
- Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
- Secures commissionable room rates for all non-contracted hotel properties, ensuring the API IATA number is included in all reservations.
- Resolves client disagreements in a calm and professional manner. Researches and presents solutions to satisfy client needs based on facts.
- Maintains knowledge of API’s call centre work methodology and reservation systems that will best serve API’s clients in the most efficient and professional manner.

**Competencies**
- Able to build strong relationships and foster a team environment in a fast-paced, dynamic work environment.
- Solutions-oriented professional with a strong client focus.
- Detail-oriented with great organisational skills.
- High problem solving agility.
- Excellent interpersonal and negotiation skills.
- Process management.
- Excellent written and verbal communication proficiency.

**Required Education and Experience**
- You will have one to two years’ experience of hotel/travel industry. Experience in the airline industry is a definite plus: airline crew/ scheduling and/or crew planning.
- Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions _preferred but not required._
- Possess 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.
- Track record of operating successfully in a dynamic role.
- The ability to prioritise work provided by others in terms of importance, is imperative to this position.
- Demonstrate strong communication skills including active listening.
- Strong computer skills: Excel, Word, Outlook and Teams is 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 your rostered work days), alternating between Day shifts (6am-4pm) and Afternoon shifts (1pm-11pm). This will average to 35 ordinary hours per week over 12 month period.

These hours are not fixed and can vary from time to time. Flexibility and availability r