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Provides 24-hour communications, emergency assistance, and coordination of program irregularities to assure the success of operating programs. Books and confirms travel arrangements for program attendees based upon the guidelines provided by the client to ensure all expectations are met. Provides a concierge level of service to our clients and participants by utilizing their extensive destination and industry knowledge.

Scope

The scope of this position is dependent upon the assigned program, which will vary from client-to-client and program-to-program and the status of program operations and world events. Monitors approximately 2000 Meetings & Incentive (M&I) group programs and briefings annually. Provides communications and assistance to Travel Directors, Program Operations Directors, and Air & Attendee Management (A&AM) staff. No direct reports. No budgetary responsibility.

Reporting and Working Relationships

Reports to Director, Air & Attendee Management. Interfaces directly with and provides assistance to program attendees, clients, Travel Directors, Program Operations Directors, Project Managers, Project Coordinators, A&AM team and support departments.

Primary Responsibilities

• 60%

GLOBAL/24 HOUR OPERATIONS SUPPORT: Coordinates activity and communications required when program irregularities occur. Assesses available alternatives and makes decisions necessitated by program irregularities requiring immediate action. Follows-up on problematic situations to make certain they have been brought to a successful conclusion. Assumes responsibility for administrative type assignments and department projects when requested. Responsible for crisis management and regular monitoring of global events. Provides guidance and leadership during emergencies and periods of high volume in order to promote the safety of the client, travel participants and other Maritz employees by implementing or supporting prescribed crisis procedures.

• 20%

ATTENDEE MANAGEMENT: Books airline reservations for program attendees based on client specifications. Utilizes scripts/standard workflow processes, applies the appropriate airline contracts, utilizes and/or manages block space, completes program accounting information, and stores airfares. Services attendee phone calls and answers program-related questions. Communicates travel itineraries, fare rules/regulations, cancellation policies, code shares, upgrades, paid seats, seating confirmation, and industry updates to participants. Handles after hours ticketing in support of the QCA (Quality Control Agent) team, EBT and Concur programs. Documents airline records via the Global Distribution System (GDS). Ensures price quotes are ticketed accurately, preferred carriers are maximized, and ARC (Airline Reporting Corporation) policy requirements are met. Ensures schedule changes are managed, tickets are complete, accurate, and issued in a timely manner.

• 20%

PROGRAM ADMINISTRATION: Communicates pertinent updates to Project Managers and appropriate team members. Directs attendee land requests, such as car, hotel, rail, or packages to appropriate A&AM team member in a timely and professional manner. Books ground services and other requests for attendees as needed. Reviews program reports on a weekly basis for accuracy. Provides Travel Directors with supporting documentation and information required to successfully operate program(s).

Qualifications

1. Degree in a hospitality program or equivalent experience required.

2. 3+ years of airline reservation experience desired including the ability to issue tickets using airline negotiations.

3. Thorough understanding and working knowledge of domestic, Hawaiian, Mexican, Canadian, and Caribbean fares and travel arrangements desired.

4. Understanding of international airline fares, applicable rules, upgrades, issues, exchanges, refunds,

pre-paids, and miscellaneous charge orders desired.

5. Experience booking international travel arrangements desired.

6. Good problem-solving skills in order to research and resolve customer inquiries with minimal supervision.

7. Excellent oral and written communication skills as well as effective listening skills to ensure that

customers understand and are satisfied with their reservations.

DISCLAIMER: This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.

Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more! Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked. View all details at www.MaritzBenefits.com.

Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.

Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-0335 or by sending an email to peopleanddevelopment@maritz.com .

At Maritz, we believe in putting people at the center of business. Our clients rely on us to help them strengthen their relationships with employees, customers and sales partners. It helps their businesses grow and thrive, and it’s made us industry leaders. Join our award-winning culture and experience a fun, exciting and collaborative work environment that celebrates success and pushes you to be your best self.

Maritz and its family of solutions boast a wide variety of careers. Check out our Careers page (https://maritz.com/careers) to learn more.

Important note to job seekers (https://www.maritz.com/Recruitment)