Senior Travel Counselor - Ft. Belvoir

Position Description:

Primary Objective of Position:
To make professional and accurate travel arrangements for travelers within CWT and client guidelines, meeting the standards for excellent customer service.


Major Areas of Accountability:
*Completes travel arrangements for clients for air, car, hotel and ground transportation at the lowest possible fare.
*Act in a cross-functional capacity to back up domestic and/or VIP transactions as required.

*Follows company procedures, guidelines and standards in the areas of: customer service, building Passenger Name Records (PNR's) and profiles, ticketing, utilization of front room Computer Reservation System (CRS) productivity, attendance, accuracy of work, invoicing, etc. Keeps abreast of enhancements and updates.

*Participates fully as a team member to assist as needed in completing all functions related to servicing the client, including ticket processing, clerical functions, pre paid tickets, debit memos, etc.

*Adheres to CWT standards in delivering customer service including telephone etiquette, proper use of client information in the CRS, and following prescribed customer service escalation procedures.

*Research and provide solutions to travel related problems clients may have experienced with arrangements.

*Is fully informed and stays abreast of all airlines rules and regulations, tariffs (domestic and international) and other industry requirements and accurately applies this information when making travel arrangements.

*Maintains a high level of competency and efficiency in operating the Computer Reservation System (CRS).

*Attends and/or holds staff and training meeting for ongoing updates in the travel industry and office procedures.

*Keeps supervisor promptly and fully informed of all matters of significance and takes prompt corrective action where necessary. Suggests alternative courses of action which may be taken.

*Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate, which will be conducive to maximum employee morale, productivity and efficiency/effectiveness.

*Ability to Multi-Task effectively and
 ?Use phone states appropriately to maximize availability.
 ?Make outbound calls to complete air, car, hotel and limousine reservations.
 ?Handle other arrangements requiring post phone-call activity.

*Use available sources such as State Department web sites, news agencies, etc. to stay informed of current international affairs.

*Ability to handle multi-cultural sometimes multi-lingual clientele. Coordinates multi-segment multi-destination itineraries.

*Performs other duties as assigned.


Position Requirements:

Knowledge and Skill Required:
*High school education and completion of an accredited travel school program.
*Must demonstrate thorough knowledge of travel industry including proficiency of Sabre CRS, ticketing procedures for air travel, hotel booking and car rental requirements.
*Three to five years of travel agency experience/or demonstrated competency and ability to maintain performance standards defined for a Sr. Travel Counselors.
*Excel in customer service abilities and aptitude
*Basic skills with MS Office Applications (Word, Excel, Outlook, PowerPoint)

Judgment Required:
Incumbent reviews facts and circumstances to determine best course of action within limits of standard practice. Must use excellent judgment in handling communications/arrangements for International travelers. Incumbent may review facts or circumstances to determine course of action within limits of standard practice.

Influence on Costs and Sales:
Position may have impact on cost and sales through client relations.

Personal Requirements:
Excellent customer service skills. Diplomacy and tact required in contact with vendors, executives, executive administrators and co-workers, courteous and professional phone manner.


Position Attributes:




Business Unit:

4CWTA - Carlson Wagonlit Travel

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=515353-3-513