On-Site Airline Support Specialist

• Transmitting monthly schedules to the hotels and ground transportation suppliers
• Update and transmit 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 update new reservations
• Receiving calls from crew members to verify their hotel details and chase delayed ground transport

• Effectively use all available tools and methodology, i.e., phone, email, fax, and Reservation Systems (ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs, requests, and overall expectations. Adapt to the situation at hand, e.g., (IROP) or (other), to accommodate needs created due to the changing dynamics of airline schedules or unforeseen situations.
• Provides support, guidance, and training, working as the on-site liaison with the airline partner.
• Processes client requests received from the airline through the API Operations system. Assesses all customer needs. Responds in a prompt, well-informed, accurate, and professional manner.
• Follows up on all client requests and transactions. All tasks must be fully executed, and client satisfaction is critical.
• Alerts supervisor on all items of critical nature that require 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.
• Resolves client disagreements calmly and professionally. Researches and presents solutions to satisfy client needs based on facts.
• Effectively utilizes all available tools and methodology, i.e., phone, email, fax, and Reservation Systems (ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs, requests, and overall expectations.
• Adapts to the situation at hand, e.g., Irregular Operations (IROP) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules. Must be on the official "On Call Roster" when needed outside of regular working hours.
• Maintains knowledge of API's call centre work methodology and reservation systems that will best serve API's clients most efficiently and professionally.

• 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.

• You will have one to two years' experience in the 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 are required.

Accommodations Plus International