Coordinates group air travel programs, supporting reservations, client onboarding, meeting setup, servicing, reporting, quality assurance, airline contracts, and group blocks. Manages GDS and internal systems, coordinates cross-functional support tickets, tracks KPIs and SLAs, documents processes, and communicates with clients, vendors, and internal stakeholders. The role requires strong organization, customer service, communication, technology, analytical, and problem-solving skills, with flexibility for extended hours and occasional weekends.
ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country.
ADTRAV is seeking a Group Air Coordinator to support group air agents and management with different aspects of the reservation and reporting process. This position will assist with the onboarding, implementation, and servicing of group air programs for clients, ensuring that we meet the service level standards expected by the client.
Essential Duties and Responsibilities include the following:
- Provide support to the Group Air Agents to ensure ADTRAV is meeting the service levels expected of our clients.
- Assist with onboarding, implementation, meeting launch, servicing and offboarding of group air programs for clients.
- Create and coordinate support tickets with internal departments requesting systems be configured according to meeting parameters and to support meeting and client requirements.
- Manage meetings and groups via the GDS and internal systems.
- Conduct quality assurance reviews on meetings reservations and travel records, prior to meeting launch, and provide information to management.
- Coordinate with internal teams to ensure deadlines are met and regular updates are communicated with the client.
- Ensure all department and group processes are properly documented, communicated, and trained on.
- Communicate Group Air processes, procedures and SLA requirements clearly with all clients utilizing template statements of work.
- Assist management with airline contracts, group blocks, attrition management, and utilization tracking.
- Meet all KPIs as required for the position and outlined by management (e.g., response times, meeting setup timelines, and other various deadlines discussed per meeting set up) including maintaining consistent attendance and adherence to the schedule.
- Create, maintain, and distribute operational, KPI, SLA and client reports for management and client contacts.
- Document all information in the CRM and other tools as required.
- Utilize various applications, including Smartsheet, Confluence, Jira, CRMs and various internal applications.
- Participate in ongoing training to continuously build and maintain knowledge and skills in the industry.
- Become an expert in ADTRAV's software, industry and customer base.
- Represent ADTRAV by embracing company values and fostering positive working relationships with employees, clients, vendors, partners, and other stakeholders.
- Adhere to company policies and procedures.
- Perform other duties and responsibilities as assigned.
Qualifications:
- High school diploma or equivalent required.
- At least 1-2 years of experience in a support/administrative role.
- Experience in the corporate travel industry and with GDS strongly preferred.
- Strong customer service orientation with a demonstrated ability to build, develop, and maintain positive relationships with customers, clients, and internal stakeholders.
- Proficient in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
- Experience using CRM to enter and track activities.
- Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
- Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
- Excellent English verbal and written communication skills, including basic business writing, grammar, and proofreading abilities.
- Strong listening and interpersonal skills with the ability to respond to customer needs professionally, empathetically, and appropriately.
- Highly organized, self-motivated, and capable of managing multiple priorities in a fast-paced environment with minimal supervision.
- Able to respond quickly and effectively in a dynamic, fast-paced, and constantly changing environment.
- Demonstrated attention to detail and accuracy, with the ability to identify discrepancies and resolve issues proactively.
- Strong analytical, problem-solving, and critical-thinking skills with the ability to research issues and recommend solutions.
- Excellent time management and organizational skills with the ability to meet deadlines and adapt to changing priorities.
- Ability to communicate ideas effectively while remaining open to coaching, feedback, and direction.
- Demonstrates professionalism, collaboration, and a positive attitude when interacting with employees, managers, clients, and business partners.
- Ability to work remotely while meeting company home office and productivity requirements.
- Ability to sit and work at a computer for extended periods of time.
- Able to work a schedule that falls between Monday-Friday, 7am-7pm CT, as well as after hours and weekends as needed.
- Able to maintain confidentiality of company and client information.
- Able to successfully pass a credit, criminal, and/or employment reference background check.
The pay range for this position is $21-$25/hour but consideration may be given outside of this range. Pay is based on experience with managing projects or groups/meetings and experience in the industry. ADTRAV offers a competitive benefits package that includes medical, dental, vision, life, disability, Flexible Spending Accounts, 401(k), and PTO.
ADTRAV Corporation an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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