Lead Travel Counselor TEC III - Entertainment News Media Client Virtual

Position Overview

* Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer focused, Senior-level Travel Lead Travel counselor to join our dedicated Entertainment client team Lead entertainment travel counselor for the global hub. This team provides end-to-end, full-scope travel services for the highest-level travelers of our dedicated client account in the Entertainment, News/Media, Sports professions. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow-through.

* The Lead Travel counselor will be supporting a global account, including booking for travelers in multiple countries, 24x7x365. Evening shifts are only available.

Position Description

* Entertainment Workforce Coordination

o Monitors all entertainment work teams within the global hub to have clear line of site to workload across US Film Production, US Publicity, US TV Production and UK Film Production (peaks and valleys - production surges, etc.) and makes daily adjustments to resource focus to meet current demand as well as plans for coming demand (ex. production crew will be traveling this weekend, or wrapping soon)

o Assists Travel Counselors on a real-time basis with questions related to client and production specific policies, standards in creating bookings, and questions related to the use of various technical tools

o Monitors call and email queues to ensure timely servicing of inbound contacts; participates on "MOD" real time rotation when required

o Supports groups as needed with assigning work when large lists come in (aka meetings, large crew movements)

* Production, Award Shows, Meetings Setup

o Creates production cheat sheets, ensures documentation on Paramount Academy are current

o Back up for production intake and creating stars, email box setups, etc.

o Communicates new setup to entire 24x7 entertainment team and ensures all are equipped to manage

o Keeps Production Matrix up to date

* Client Facing

o Supports client entertainment requests (aka Karen Dunfee and team) as first point of contact (escalate to team leader or assign to team member as appropriate)

o Attends production weekly calls and shares information with entertainment team as well as leadership

o Build solid relationships with client partners and key production coordinators where required

* Training

o Schedules and provides hands-on training for new productions or processes and/or new counselors

* Hands on Entertainment Servicing (working inbound contacts)

o Creates and accurately completes complex entertainment travel requests (air, meet greet, baggage, lounge, car, hotel, rail) for Paramount Global travelers (US and UK Film/TV Production, Sports, and Publicity)

o Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation - entertainment client sector requires a high level of creativity and booking in obscure production locations at times

o Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)

o Use available online resources to ensure compliance with clients' travel policy (approval processes, form of payment, etc.)

o Resolves complex problems/on trip escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally

o Interact with travelers, travel arrangers, and travel manager with highest level of quality and professionalism

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* General Lead Duties

o Provides 1st level of support for agent questions

o Assists Team Leader with monitoring customer service and technical skills of counselors and provides immediate feedback

o Communicate new information to ensure consistent procedures are followed

o Provides feedback via one-on-one and mini-coaching sessions to counselors as needed

o Maintains appropriate level of confidentiality for information shared/observed by position

o Attends staff and training meetings for ongoing updates in the travel industry and office procedures

o Monitors calls/emails for counselor quality and provide feedback

o Keeps leaders informed of any concerns/potential risks to customers or counselors and partners on solutions (dissatisfaction, frustration, or confusion, etc.)

o Provides proactive suggestions to improve/streamline processes that will benefit counselor and / or client experience.

o Maintains a favorable working relationship with all other company employees and third-party vendors to foster and promote a cooperative and harmonious working climate. Shifts Tue-Thu - 5pm-2am - Fri-Sat - 11pm-8am

o Performs other duties as assigned

CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

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