Airline Support Specialist

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our customers a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology and solutions to our clients then API may be a great fit for you!

Summary/Objective
The Airline Support Specialist will support our airline client and will sit onsite at the client’s office location. We are looking for an individual with a high level of integrity and professionalism, who works independently and proactively and is eager to learn new technologies.

You are the client airline and hotel and ground transport suppliers' main point of contact within API’s Operations team. In this role, the Airline Support Specialist processes reservations and cancellations, maintains and cultivates successful relationships with our airline partner as well as our suppliers, and has a strong focus on providing the best customer service at all times. This includes internal collaboration within the airline and API as well as communication with external parties to seamlessly resolve operational challenges in a timely manner. The initial steps will require manual detail proficiency:

• Transmitting and confirming monthly schedules to the hotels and ground transportation suppliers
• Updating and transmitting daily changes to the hotels and ground transportation suppliers
• Communication with the hotels and ground transportation suppliers during day-of-Ops for immediate changes
• Booking overflow rooms as required at non-contracted hotels
• Interrogating the airlines crew management system (CMS) to identify existing reservations and updating new reservations

What is in this for you?

To attract an exceptional Airline Support Specialist like you, we expect you must have a flexible approach to scheduling as we support major airline operations. In return we offer flexible working arrangements and a generous array of entitlements often above the National Employment Standards (NES) including: 

• Salary Packaging up to 7% gross up value
• Generous pro-rata leave entitlements – including up to an extra week of paid annual leave 
• Employee Assistance Program (EAP) – access to a comprehensive counselling service free to employees
• A supportive, inclusive, and dynamic team environment
• Training and development opportunities to maintain and expand your skill set
• Working in partnership with leading international airline clients
• Hotel discounts with our selected hotel partners

Essential Functions: 

After your induction into the role where you will be working with email requests, spreadsheets and CMS, you will complete your Operations certification process (training). Passing score required to certify completion. Maintain currency through annual recurrent training classes. We will train you on our work policies, procedures and ACES technology to get you delivering high-quality operational support to our clients. You will then address client needs and provide solutions with the support of your API colleagues. Your follow-up on client requests is key to crewmember satisfaction – you must effectively prioritize and resolve all client requests. You will build and maintain business relationships with clients and suppliers by providing a great customer experience.

The Airline Support Specialist provides total customer service including and not limited to the following:

• Effectively uses all available tools and technology i.e. phone, email, fax and reservation systems (ACES, Hotel Express, IHRS, DirectConnect, DPAX) to proactively track and provide solutions to client needs, requests and overall expectations.
• Provides support, guidance and training working as the on-site liaison with the airline partner.
• Processes client requests received from the airline through the ACES system or via email. Assesses all customer needs. Responds in a prompt, well-informed, accurate and professional manner.
• Follows up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
• Alerts supervisor on all items of critical nature that requires management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
• Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
• Resolves client disagreements in a calm and professional manner.
• Researches and presents solutions to satisfy client needs based on facts.
• Effectively utilizes the client Crew Management System (CMS) to extract schedules and individual rosters and identify hotel assignments to allow efficient responses to the crew members enquiries. 
• Adapts to the situation at hand e.g. Irregular Operations (IROPS) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules. Must be on official “On Call Roster” when needed outside of regular working hours.
• Maintains knowledge of API’s call center work methodology and reservation systems that will best serve API’s clients in the most efficient and professional manner. 

Competencies

• Knowledge of airline crew management systems experience is a huge advantage.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
• Excellent interpersonal skills.
• Client-focused communication skills via telephone, email, online chat and in person.
• Fluent in English, including proficient in writing skills.
• Excellent computer skills:
  • Familiar with Outlook, filing emails, adding attachments and effectively managing a large inbox,
  • Experienced in the use of Excel and creating simple formulas and tables,
  • Experienced in the use of Word with the ability to create templates, tables and standard documents
• Ability to work effectively in a fast-paced, dynamic work environment.
• Strong prioritisation skills, as you are often managing multiple requests at the same time.
• Detail-oriented with great organisational skills.
• Must demonstrate flexibility to work varying work schedule including weekends and holidays.
• Able to work overtime if needed.

Position Type and Expected Hours of Work
Unless specified otherwise, this is a permanent part-time position rotating 4 days on, 4 days off (including weekends and public holidays that may fall on your rostered work days), alternating between Day shifts (6am-4pm) and Afternoon shifts (1pm-11pm). This will average to 35 ordinary hours per week over 12 month period. These hours are not fixed and can vary from time to time.

Flexibility and availability required as flight operations and job duties demand.

Travel
This position may require some travel, approximately 2-15 days per year.

Required Education and Experience

• You will have one to two years’ experience of airline/hotel/travel industry. Experience in the airline industry is a definite plus: airline crew scheduling and/or crew planning. 
• Excellent understanding of reservation systems, hotel room blocks/allotments, rate structure, payment forms, and booking processes is required.
• Possess outstanding relationship management and customer service skills
• Strong computer skills: EXCEL, Word, Outlook and Internet research is required.
• Knowledge of Ground Transportation reservations.
• Knowledge of Hotels as a product: hotel chains, categories, and locations.
• Track record of delivering to strict deadlines.
• The ability to prioritize work provided by others in terms of importance, is imperative to this position.
• Demonstrate strong communication skills; active listening is key as well.
• You have a desire to delight your client.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, colour, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.