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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service and communication skills while effectively managing urgent passenger relocations and coordinating with vendors. Proficient in using booking systems and maintaining compliance with company policies and procedures.
Highest-signal resume keywords
Customer Service ExperienceBooking Systems ProficiencyHotel Sourcing KnowledgeOrganizational SkillsInterpersonal Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Booking ManagementVendor CoordinationRate NegotiationData GatheringPayment Processing
Soft Skills
Strong Communication SkillsOrganizational SkillsAbility to Work IndependentlyTeam CollaborationNegotiation Skills
Tools & Technologies
ConneX AppTA Connections SystemsEmail CommunicationChat PlatformsTelephone Systems
Industry Keywords
Travel IndustryHospitalityCall Centre ExperiencePassenger SupportCompliance
About the role
Key responsibilities & impact- Arrange hotel accommodation and ground transportation for distressed passengers
- Manage urgent and last-minute passenger relocations
- Receive and respond to booking requirements through the ConneX App, email, chat, telephone, system notifications, and walk-ups
- Coordinate with hotel and transportation vendors, scheduling teams, internal departments, management, and passenger support desks
- Source suitable and compliant hotel options when contracted hotels are unavailable or sold out
- Obtain airline approval for non-compliant accommodation options and record approval details in ConneX notes
- Process vendor payments according to system settings and contractual payment terms
- Record reservations, agreements, approvals, and background details in TA Connections systems
- Monitor access to required systems, tools, and resources and report issues to the shift supervisor
- Use relevant systems and technology to process, track, and report booking transactions
- Support IT, Billing, and Commission Collections teams with data gathering, folio collection, payment activities, and issue resolution
- Maintain attendance, punctuality, break compliance, and adherence to company policies
- Report workplace incidents to the supervisor and/or HR
- Support special projects and complete other assigned duties
Requirements
What you’ll need- High school diploma or GED required; some college education is preferred
- Previous customer service, travel, hospitality, or call centre experience is preferred
- Strong interpersonal, customer relationship, and communication skills
- Excellent written communication and negotiation skills
- Strong organisational skills with the ability to manage multiple priorities under pressure
- Ability to work independently while contributing effectively as part of a team
- Comfortable communicating with clients, vendors, and business partners via phone and electronic channels
- Familiarity with hotel sourcing, rate negotiation, and hotel market requirements is an advantage
- General understanding of ConneX or similar booking systems is preferred
- Strong computer skills and confidence using multiple systems simultaneously
- Willingness to work shifts, including extended hours during irregular operations
- A reliable home internet connection of at least 100 Mbps and a quiet home-working environment are mandatory
Benefits
Comp & perks- Offers of employment may be subject to pre-employment screening
- Equal employment opportunity workplace
- Reasonable accommodation during the application or interview process
- Additional compensation elements such as bonuses, incentives, benefits, or variable pay may apply where applicable