Crew Accommodations Agent (Hotel and Travel Desk)

About the position

The Crew Accommodations Agent at Corpay's Airline Division - TA CONNECTIONS is responsible for managing and resolving all hotel and ground transportation booking activities for our Client's Crew members. This role receives booking requirements mainly through our proprietary system CrewHub (CrewRez), as well as inquiries through multiple channels, such as email, chat, phone calls, and walk-ups. The Agent is responsible for coordinating resolution with vendors by strictly following Standard Operations procedures. Agents will receive emails, chats, and phone calls from the airlines' crew scheduling and hotel desk departments, as well as from hotel and ground transportation vendors to address issues and last-minute challenges that crew members might be experiencing with their layovers. During Massive Irregular Operations, this role works for extended times and under pressure, as crew members must be placed in rooms in a timely manner to avoid crew rest delays or flight cancellations. As a Crew Accommodations Agent, Corpay will set you up for success by providing an assigned workspace in Dania Beach/FLL, company-issued equipment, and formal, hands-on training. The role involves booking hotel accommodations for flight attendants, pilot crews, ad-hoc crews, and other non-crew airline employees. It also includes handling emergency relocations of crews that occur last minute with the Supervisor on shift, working closely and in sync with the client's Crew Scheduling and other relevant groups to satisfy all operational requirements and resolve situations that may affect crew members. The Agent will communicate with internal departments and management to resolve problems and expedite work, monitor and confirm access to tools, systems, and defined resources needed to perform job duties as per Standard Operations Procedures, and report issues to shift supervisors. Additionally, the Agent will effectively utilize all tools and technology to process, track, and report transactions, accurately register in TA Connections System and applications all reservations information, agreements, approvals, and background information relevant for future research and troubleshooting. They will source suitable and compliant hotel markets and cities where our airline clients don't have contracted hotels or when contracted hotels are sold out, ensuring the process to obtain approvals is followed and recorded in the system as evidence. The role also involves making payments to hotel and transportation vendors as per system settings and maintaining an environment of positive, open, and respectful communication with a “CAN DO” attitude. Reporting any incidents in a formal and professional way to the TA Connections supervisor on shift and/or to TA Connections HR partner is also part of the responsibilities, along with maintaining impeccable attendance, punctuality, breaks, and adherence to the company's policies and Employee's Handbook. The Agent will support the Account Management Team, IT, Billing, and Commission Collections departments with data gathering activities, research, and issue troubleshooting, and work on special projects and other duties as assigned.

Responsibilities
• Booking hotel accommodations for flight attendants, pilot crews, ad-hoc crews, and other non-crew airline employees.
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• Handling emergency relocations of crews that occur last minute with the Supervisor on shift.
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• Working closely and in sync with client's Crew Scheduling and other relevant groups to satisfy all operational requirements and resolve situations that may affect crew members.
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• Communicating with internal departments and management to resolve problems and expedite work.
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• Monitoring and confirming access to tools, systems, and defined resources needed to perform job duties as per Standard Operations Procedures, and reporting issues to shift supervisors.
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• Effectively utilizing all tools and technology to process, track, and report transactions.
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• Accurately registering in TA Connections System and applications all reservations information, agreements, approvals, and background information relevant for future research and troubleshooting.
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• Sourcing for suitable and compliant hotel markets and cities where our airline clients don't have contracted hotels or when contracted hotels are sold out.
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• Ensuring the process to obtain approvals is followed and recorded in the system as evidence when only non-compliant options are available.
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• Making payments to hotel and transportation vendors as per system settings.
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• Maintaining an environment of positive, open, and respectful communication, and professional behavior with a “CAN DO” attitude.
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• Reporting any incidents in a formal and professional way to your TA Connections supervisor on shift and/or to TA Connections HR partner.
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• Maintaining impeccable attendance, punctuality, breaks, and adherence to Companies' policies and Employee's Handbook.
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• Supporting Account Management Team, IT, Billing and Commission Collections departments with data gathering activities, research, and issue troubleshooting.
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• Working on special projects and other duties as assigned.

Requirements
• High school diploma or GED Certificate is required.
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• Fluent in English is required; additional languages (Italian, German, French, Spanish, Portuguese) are a plus.
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• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint software.
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• Excellent interpersonal and client relationship skills.
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• Strong organizational and multi-tasking skills.
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• Strong writing, communication, and negotiation skills.
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• Ability to work independently and as a contributing team member.
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• Ability to interact with clients and business partners both electronically and via telephone.
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• Familiarity with hotel sourcing and rate negotiation, maintaining a thorough knowledge of market and contractual needs.
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• Excellent PC skills.
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• Available to work shift work and willingness to work long hours during irregular operations.
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• Flexibility to adjust working schedules and shifts as per client's requirements (notified in advance).
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• Reliable transportation to go to office.
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• Reliable internet connection to potentially work from home and a quiet home-work environment.

Nice-to-haves
• Some college education is preferred but not required.
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• Experience in the hotel/travel industry is highly preferred, but not required.
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• Customer service or call center experience is highly preferred, but not required.

Benefits
• Automatic enrollment into our 401k plan (subject to eligibility requirements).
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• Virtual fitness classes offered company-wide.
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• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time.
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• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.).
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• Philanthropic support with both local and national organizations.
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• Fun culture with company-wide contests and prizes.

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