Groups Booking Support Coordinator

1 month ago

Fort Lauderdale, United States World Travel Holdings Full time

Overview

World Travel Holdings is a seeking a Group Reconciliation Coordinator to work hybrid in our Fort Lauderdale, FL office. The Group Reconciliation Coordinator is responsible for servicing the franchisees of Dream Vacations and CruiseOne members for the B2B Division of World Travel Holdings, with all group related requests and inquiries.

About World Travel HoldingsWorld Travel Holdings is the nation's largest cruise agency and award-winning leisure travel company with a portfolio of more than 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and the country's original host agency and is consistently recognized as an industry leader in work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England. For more information, visit WorldTravelHoldings.com.

Responsibilities

* Review and reconcile all groups to match (ALIGN WITH) internal reservation system with cruise lines and land suppliers group reports.
* Notify agents of any necessary corrections via detailed email communication to ensure accurate reconciliation and balance of group bookings.
* Maintain precise records of all group-related activities.
* Provide exceptional service to agents by professionally responding to inbound communications via email and phone calls.
* Diligently assist agents with group related issues including but not limited to systems, procedures, product, promotions, customer service and general troubleshooting.
* Serve as the first-tier technical assistant for agents, collaborating with technical support to resolve any group related technical issues.
* Follow up on agent inquiries within 24 hours via phone or email.
* Collaborate with peers to effectively manage workload, ensuring tasks are completed accurately and in a timely manner.
* Assist with all Group Registration Website inquiries and issues, including assistance with site customization and utilization.
* Maintain up to date production knowledge through online courses, vendor supplied e-learning and other resources.
* Assist agents/peers with any tasks as needed.
* Assist Support Services with group booking administration if necessary.
* Generate and distribute accurate and concise reports to management and agent teams as required.
* Conduct training sessions and participate in or lead special projects as needed.
* Update the Business Center (BC) with pertinent group information.
* Perform various other duties as assigned.

Qualifications

* High School diploma or GED equivalent with 2+ years of customer service experience in a high call volume, fast paced environment
* Bookkeeping knowledge preferred.
* Excellent written and verbal communication skills
* Charisma to provide exceptional customer service.
* Proficient in Microsoft Word, Excel, and Power Point
* Ability to access and enter information using an automated system both quickly and accurately.
* Aptitude to speak with customers while navigating and taking action on various computer systems.
* Ability to work independently, maintain a high level of accuracy and strong attention to detail.
* Must be able to concentrate and sit for extended periods of time.
* Must work well in challenging environments and be able to meet deadlines.
* Flexible to work any schedule within these hours of operation: Monday-Friday from 9am-10pm EST and some Saturday's if needed.
* Travel industry and group support experience preferred.

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