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Event Air Manager, Senior

2 months ago

West Des Moines, United States ITA Group Inc Full time
Job DescriptionJob DescriptionPOSITION DESCRIPTION

The Senior Event Air Manager (EAM) coordinates, manages and acts as the primary point-of-contact for all air operational components on assigned group travel programs. This position books, tickets and manages all airline arrangements for groups and internal travelers. This role acts as a travel resource to participants and provides assistance with any personal extension requests, represents the Air perspective in client/team meetings, educating the client and internal team members in the understanding of the nuances of the airline industry. The Senior EAM manages the air budget, providing necessary updates required from program turn through the final financial reconciliation phase.

  • 40 hours per week for six months of the year
  • 32 hours per week for remaining six months of the year

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS

Air Program Management

  • Manage all client accounts with high-touch service. This includes working through any complexities of both program design and client expectations. Be accessible to internal team members for questions, explanations and brainstorming.
  • Understand the expectation and needs of the program. Provide feedback and assistance in defining specific group procedures.
  • Attend all program meetings including kick-offs, team meetings and turn meetings, either in person or via Webex.
  • Understand participant/client requests and respond with clear written communication regarding airline schedules, costs, upgrades and extension plans.
  • Resolve all customer challenges to the satisfaction of the traveler, client and/or leadership.
  • Complete all customer service center follow-ups in a timely manner.
  • Ability to flex hours when needed.
  • After hours flight monitoring:
    1. Expectation is to identify and cover any needed flight monitoring for your groups.
    2. Flight monitoring can take place after hours and on weekends.
    3. If unable to cover, the EAM will work with fellow team members and leadership to schedule alternate coverage.
  • Manage and monitor air budget expenses.
  • Complete all necessary program reviews and final accounting information.
  • Handle all accounting and customer inquiries.
  • Communicate any necessary program information to appropriate team members.
  • Complete all assigned programs in a timely manner.
  • Onsite program travel may be requested by the client or Event Manager.

General Booking & Ticketing

  • Process timely reservations and ticketing for assigned site inspection travel requests.
  • Process timely reservations and ticketing for group participants, monitoring and managing to set program budgets. If applicable, sell client corporate-preferred suppliers to increase relationships.
  • Process timely reservations and ticketing for onsite travel staff.
  • Assist when needed with managing the Travel Request Form inbox and the timely processing of reservations and ticketing for internal team member travel.
  • Identify, document and resolve any ticketing errors to ensure there is no reoccurrence, review with Supervisor.
  • Resolve all debit memos quickly.
  • Manage any blocked air space, adhere to all deadlines with utilization, names and ticketing. Monitor and make necessary adjustments in air space, meeting airline timeline with utilization requirements by updating individual airline(s).
  • Quality control all ticketing including updated airline information, travel dates, seat assignments, extension information and profile information.
  • Handle extension/deviation requests and accommodate flight upgrade requests. Research to calculate additional airfare, utilization/service fees and any fees for car rental and hotel cancellation.
    1. Accurately compute itinerary components, to include, but not limited to airfares, taxes and associated fees, communicating the cost information clearly in writing to the traveler and/or client.

Team-Oriented/Communication

  • Communicate air industry updates and changes to the internal team that impact each client account.
  • Conduct and communicate budgets and re-costs of applicable program air components advising if within budget parameters of the client’s contract.
  • Promptly file all important information within the E-book program folder for ease of access for all Air team members.
  • Review, analyze and communicate transportation program information to the program team.
  • Process and communicate transportation program reviews to the team. Evaluate information from air carriers and update the program team members.
  • Assist Event Managers, Event Registration Mangers, Travel Directors and Event Accountants with questions and any additional requests.
  • Assist fellow team members as time allows.

Client Information Management

  • Complete profiles for client contacts, capturing pertinent information to be utilized for future programs.
  • Research client and program history and complete the A.I.R.s (Air Idiosyncrasies and Related Statistics) form to be archived in the program e-file. This information will be utilized for future purchasing and operational strategies.

Technology

  • Maintain proficient technical knowledge of:
    1. Airline reservation system, continuing to increase efficiency and productivity
    2. PNR Queueing and Auto-ticketing
    3. PerformanceCentral
    4. Online Booking Tool
    5. Dynamics (Customer Service Center proprietary software)
    6. Microsoft Office (Excel, Word, Outlook)
  • Client program website testing.
  • Proof Performance Central and Dynamics content, specific to program.
  • Proactively continue to increase skills and utilize new procedures, automation and capabilities in order to efficiently and accurately operate group programs
  • Assist with department training on any process or technical updates

POSITION REQUIREMENTS

  • Travel degree preferred but not required.
  • Minimum five years air ticketing experience.
  • Domestic and international air knowledge.
  • Knowledge and familiarization of travel destinations
    1. Strong knowledge of geography
    2. General travel reservation knowledge, for booking personal extension travel
  • Ability to understand and apply fare rules and airline contracts.
  • Ability to interact professionally and positively with a varying group of internal and external customers.
  • Strong problem-solving skills.
  • Monitoring and managing spend to budget.
  • Demonstrated leadership skills, including ability to coach and mentor team members and provide training on specific topics.
  • Ability to work independently and, also, as part of a team.
  • Strong organization and time management skills.
  • Availability to work extended hours on weekdays and weekends, on a limited basis.
  • Excellent written and verbal communication skills.
  • Working knowledge of airline ticketing systems (Apollo experience preferred) and Microsoft Office Outlook, Excel and Word.
  • Ability to listen, understand and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred.
  • Ability to work the time necessary to complete projects and/or meet deadlines.

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.

ITA Group, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.