Summary
The Operations Specialist works in a cross-functional team responsible for end-to-end support of guest airline reservations. The role is dynamic and will involve tasks from every aspect of managing air reservations and interacting with guests, travel agents, and internal Viking departments. There is a base of routine tasks with clear performance metrics and quotas (including processing and notifying guests of schedule changes, reviewing booked reservations for accuracy and quality prior to ticketing (QC), flight following, taking enroute travel calls from guests in distress or with travel disruptions, communicating with shipboard colleagues.
Additionally, the Operations Specialist will perform “on-demand” project work including re-accommodating guests with disrupted flights or sailings, tracking seat payments and refunds, issuing and tracking ticket refunds, optimizing block seat utilization, reporting on re-booking initiatives, and managing group bookings. The Operations Specialist will be part of the core team called upon to help with irregular operations initiatives that require re-booking of guests’ air reservations, as well as outbound call campaigns to notify guests of changes. Because of the dynamic nature of this team, this role may be required to work extensive overtime, split shifts, or overnight shifts. Shifts may change frequently. Air Operations Specialist must commit to be immediately available to support crisis initiatives.
Job Responsibilities
Independently book individual and group guest reservations as well as issue tickets, refunds, exchanges in Sabre.
Manage all aspects of a Guest Air reservation in Sabre and Evolution including (but not limited to) payments, seat assignments, special requests, frequent traveler numbers, extra seats, booking and changing block seats
Work from a Sabre Queue or Report generated from Evolution, OAG, Sabre Trams or other system to identify and process changes to airline reservations
Independently create tracking reports to identify required changes, when and how a change was made, cost impact, and other details
Create and update flight manifests to notify ships of guest changes, charter and block inventory, and others
Ensure that all assigned guests have complete, correctly booked reservations ready for ticketing (following the Viking QC process)
Issue Sabre EMDs for Pre-paid seats, pre-paid bags, meals, and other ancillary services
Generate reports on seat assignments and schedule changes, then process and track required updates on an Excel Spreadsheet.
Communicate with guests over the phone, email, SMS or chat in a calm, professional, compassionate, and encouraging manner during irregular operations or enroute travel emergencies, as well as when notifying of airline schedule changes
Demonstrate flexibility, teamwork, and positive approach to new challenges. Learn new systems or expand knowledge of core Viking systems to improve efficiency and accuracy
Will read and interpret various reports and determine course of action based on the information presented. Will also be expected to compile information into easily understood reports in Excel, Word, and PowerPoint.
Will take on full ownership of re-booking or quality projects that will require intermediate Excel skills.
Maintain a high level of understanding of airline contracts and industry regulations related to international cruise guest travel.
Perform quality control to ensure that all seat components are booked, confirmed and correctly reflected on all booking & invoices
Handle/resolve seat escalations and perform customer call outs when required
Respond to Email inbox inquiries using templates or independently created professional correspondence
Will participate in re-current training offered by Viking, as well as airline and industry training
Will participate in proficiency checks to identify knowledge gaps for training program.
Support Supervisors, Staff and Department as needed with:
Promotional seat programs by various airlines to provide seats at no charge
Processing payments and quality checking accuracy in multiple systems
Streamlining processes and reporting on seats and other services on a monthly basis
Cancellation/refund requests through GDS
Running/distribute Ad Hoc department reports as needed and being able to quickly manipulate data using intermediate Excel skills.
Work queues related to seats, other ancillary services, and schedule changes
Diagnose, troubleshoot and assist in resolving seat and special services related support issues.
Be a subject matter expert resource as it relates to seats and specials services, including the relevant Air Contracts, Sabre / NVS interface, itineraries, policies, airline policies, related processes (documents, air, payments. etc.)
Demonstrate ability to independently make good decisions
Demonstrate problem solving ability, and strong organizational skills
Demonstrate a commitment to quality
Complete tasks in a timely and efficient manner
Work with management to develop improvement programs and training
Technical Requirements:
Thorough, competent knowledge of Sabre including ability to book, ticket, refund, price, assign seats, user reference systems
Competent intermediate proficiency on all MS Office products including Excel, Word, PowerPoint and Outlook
Thorough knowledge and understanding of airline tariffs (pricing), contracts & airline routing
Advanced knowledge of geography and common Viking itinerary routing
Experience and Knowledge:
Previous travel industry operations experience (including Viking Air Department) preferred
Ticketing and Airline Contract experience highly desirable
College degree in travel, business or related field desired (or comparable work experience)
Advance knowledge of Sabre
Intermediate proficiency on MS Office products including Excel and Outlook
Position Requirements
Must have airline-related call center/contact center environment (1-year minimum)
Availability to work variable shifts, including weekends, evenings, and overnight
Complete pre-interview qualifications exercise
This position is in Woodland Hills, CA. Only local candidates will be considered.