Travel Support Specialist

About the role

In 1979, our founding editor left corporate life to travel the world. In his desire for authenticity, he sought out small hideaways in unspoiled corners of the globe, sharing his findings through a monthly newsletter under the pen name Andrew Harper. Over the years, the Hideaway Report evolved into a members-only luxury travel site with an expanded menu of curated content, including in-depth articles about a destination’s best hotels, restaurants, sightseeing and activities, as well as articles on villas, cruising, tours and sample itineraries. At Andrew Harper, an Internova Travel Group company, members enjoy full-service trip planning and exclusive travel perks at top-tier hotels, villas, cruises, safaris and beyond. Members receive access to private auctions and ongoing offers throughout the year from favored hotels and travel partners around the world.

Responsibilities

The primary responsibility of the Travel Support Specialist (TSS) is to assist the Travel Advisors in providing exceptional, highly personalized service to our members. This includes behind-the-scenes support in obtaining quotes, aiding in the development of itineraries and costing, and timely responses to inquiries. When the assigned advisor is unavailable, the TSS acts as the first point of contact for member calls, emails, web requests, and out-of-office coverage to ensure a seamless planning experience.

• Assist the Travel Advisor in checking rates and availability for Cruises, Trains, Hotels, Air, Insurance, and any other related services required to complete a memorable trip for our members.
• Assist Travel Advisors with timely follow-up on outstanding leads, quotes, and inquiries.
• Provide out-of-office coverage when an advisor is out to ensure a seamless experience for the member.
• Attach all required documentation to Res Cards including confirmations, itineraries, vendor invoices, etc.
• Reach out to members on behalf of the advisor as needed to avoid gaps in communication or request any additional information.
• Confirm/Update member information in ClientBase with the information provided in our membership database and send all confirmations that need to be invoiced to accounting.
• Process all changes and cancellations in ClientBase for the Advisor and set up a task for QC Manager to change in the back office.
• Set weekly calls with your advisor team to review all leads according to the defined process and set reminders/tasks in ClientBase accordingly.
• Generate Umapped itineraries (and other documents) on behalf of the Travel Advisor.
• Assist advisors in completing costing forms and ensuring correct margins to properly impact revenue.
• Ensure adherence to established processes while embracing Andrew Harper's Customer Service culture.

Department Duties

• Coordinate work schedule with the supervisor.
• Demonstrate a willingness to work as a team player, support colleagues, proactively participate in discussions, share experiences, help build consensus, and demonstrate enthusiasm for new policies and initiatives.
• Demonstrate eagerness, enthusiasm, and immediate responsiveness in all company matters, including committing to new assignments when requested.
• Provide updated information on all company matters as requested.
• Attend all department, company-wide meetings, and other functions, contributing to the success of these events.

Communications and Interactions

• Possess excellent verbal communication skills, including listening, speaking respectfully, responding thoughtfully, and never reacting aggressively or inappropriately.
• Demonstrate strong written skills that are clear and concise.
• Strong attention to detail and highly organized with the ability to multi-task.
• Strong interpersonal communication skills across all modes (phone, email, text, etc.).
• Display a positive attitude, acting tactful, enthusiastic, friendly, respectful, and considerate.
• Cooperate and devote time and effort to building strong working relationships inside and outside the office.
• Minimize conflict and assist with conflict resolution when it arises.
• Assume responsibility for mistakes and seek immediate resolution that is best for the client.

Requirements

• A minimum of 2+ years of travel advisor experience.
• Exposure to luxury leisure travel experience and knowledge is strongly preferred.
• GDS (Sabre) experience preferred but not required.
• High School Diploma or equivalent required; college degree strongly preferred.
• Open to learning and growing, remaining flexible to changes.
• Strong attention to detail and sales ability.
• Ability to positively represent, support, and contribute to Andrew Harper’s business.
• Strong oral and written communication skills.
• Ability to apply creative and critical thinking to understand needs and find cost-effective solutions.
• Competence with standard office tools and Microsoft Office (Word, Excel, MS Outlook).
• Experience with ClientBase software and Umapped (and other itinerary tools).
• Excellent organizational and time management skills.
• Positive attitude and ability to remain professional under all circumstances.
• Ability to diffuse and respond to client concerns to avoid escalation.
• Trustworthy, honest, and maintains strong personal integrity.

Pay and Benefits

The salary range on this job posting has been developed to give applicants a wide range to comply with pay transparency laws. Many factors, such as years of experience, geographical location, and budget, are considered when determining the starting rate of pay. This role may be eligible for an incentive, commission, bonus, or discretionary bonus program based on company financial goal achievement and individual performance.

• Choice of two medical plans and two dental plans, vision insurance.
• Flexible spending accounts (FSAs).
• Company-paid life insurance and AD&D, optional additional life insurance and AD&D.
• Disability insurance.
• Paid parental leave, paid time off.
• 401k Plan with company match.
• Discounted employee travel options.
• Access to LinkedIn Learning webinars and courses.
• Discounted pet insurance and auto, home, & renters insurance.