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Flight Schedule Adjustment Specialist

2 months ago

Saint Paul, Minnesota, United States Apple Leisure Group Full time

Apple Leisure Group (ALG) is renowned for delivering premier leisure travel experiences to destinations around the globe. As a leader in the travel, hospitality, and leisure management sectors, we oversee every facet of vacation planning, ensuring a seamless journey from booking to return.

Advance your career as a proficient Airline Schedule Change Coordinator with ALG. In this pivotal role, you will assist clients across all ALG brands whose travel plans have been disrupted by airline-initiated schedule modifications. Your responsibilities will include direct interaction with customers and travel agents through inbound communications and proactive outreach. Additionally, you will support internal colleagues in navigating GDS airline systems.

Key Responsibilities:

  • Handle inbound calls and emails through the InContact system for assigned schedule change inquiries.
  • Utilize airline computer systems to assess PNRs, sell flights, price options, and manage queues.
  • Employ the ALG reservation system to document comments, send confirmations, and update flight changes.
  • Notify Supervisors of customer concerns affecting service delivery.
  • Provide feedback to Supervisors regarding escalation issues or system errors.
  • Collaborate with other departments to resolve schedule change challenges as necessary.
  • Engage with airline partners via email and phone to confirm or explore schedule change alternatives.
  • Assist team members via an internal phone queue with airline system inquiries.
  • Meet established performance metrics.
  • Utilize Microsoft Teams, Zendesk, and other tools for effective communication and problem-solving.
  • Maintain informational resources for airline processes and tracking sheets as required.
  • Perform additional duties as assigned.
  • Serve SkyTeam customers on both voluntary and involuntary changes.

Qualifications:

  • High school diploma or GED; at least one year of relevant experience or training; or an equivalent combination of education and experience.
  • Preferred experience with airline systems.
  • Proficient in MS Office applications.
  • Experience with internal reservation systems is advantageous.
  • Strong customer service acumen, including needs assessment and quality standards evaluation.
  • Ability to identify problems and evaluate options for resolution.
  • Capacity to work independently and collaboratively within a team.
  • Detail-oriented with excellent active listening skills.
  • Sound judgment and decision-making abilities considering costs and benefits.
  • Exceptional verbal and written communication skills.

About Apple Leisure Group:

At ALG, our commitment to excellence begins when clients book their vacations. We strive to maintain high standards while fostering a collaborative environment with our agents to ensure every client's journey exceeds expectations. As an industry innovator, we leverage the expertise of our diverse brands.

ALG consistently provides outstanding value to travelers and robust performance to resort owners and partners by strategically utilizing our extensive portfolio across various segments, including:

  • Vacations: The leading provider of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, serving approximately 3.2 million passengers annually.
  • Destination Management Services: Top-tier destination management services offered by Amstar DMC and Worldstar.
  • Loyalty Program: Exclusive loyalty program Unlimited Vacation Club.
  • Technology Solutions: Innovative technology solutions provider Trisept Solutions, connecting over 88,000 travel agents with top travel suppliers.

Since becoming part of the Hyatt family, ALG has embraced a culture of belonging and care, where our colleagues are treated like family. Our people and guests have always been at the core of our business, contributing to Hyatt's growth as a leading hospitality brand.

Our Values:

At ALG, we refer to our employees as Colleagues, reflecting our commitment to a supportive workplace. We prioritize empathy, well-being, inclusion, integrity, respect, and experimentation in our operations.

Diversity & Inclusion Commitment:

Being part of ALG and the Hyatt family means embracing authenticity. Our global teams represent a rich tapestry of cultures, ethnicities, genders, ages, abilities, and identities. We are dedicated to fostering diversity in our hiring practices, partnerships, and community engagements.

Benefits:

  • Travel perks and benefits for both ALG and Hyatt.
  • Comprehensive medical, dental, and vision insurance.
  • Basic life insurance coverage.
  • Short- and long-term disability benefits.
  • Paid parental leave.
  • Corporate wellness initiatives.
  • Travel discounts and deals.
  • Paid time off and holidays.
  • 401(k) plan with company matching.

We are proud to be an EEO/AA employer M/F/D/V and maintain a drug-free and tobacco-free workplace, conducting pre-employment background checks.