Job Description

LodgeLink, a Black Diamond Group Company, is a tech company headquartered in Calgary that delivers efficiency and cost control for complex workforce travel. We offer an-end-to-end crew travel management solution, from accommodation to transportation. We are the fastest growing ecosystem of hotels and lodges in North America. Learn more: www.lodgelink.com
LodgeLink is a caring company that applies innovative technology to transform workforce travel. We collaborate and share in a relentless pursuit to deliver superior customer experiences and help our customers get where they need to be. As a LodgeLink employee, you\xe2\x80\x99ll join an agile, inventive, and dependable team with a bold vision to be the ecosystem for workforce travel.
We look for exceptional, diverse people with an entrepreneurial spirit who want to join an innovative and rapidly growing company that is focused on customer success. People with a can-do team attitude, who are at their best when the pressure is on. If you thrive in a fast-paced environment and want a career, not a job, we might be made for each other.
LodgeLink\xe2\x80\x99s Travel bookings department has a full-time, contract position for Travel Agent. This role can be in-person with flexibility (20%) or remote within Western Canada, preferably in Calgary. This role has the potential to grow into a full-time, permanent opportunity for the right candidate.
We are looking for an experienced Travel Agent to join our team on a temporary basis, with experience in coordinating complex travel requirements for their guests. We have a strong preference for individuals with corporate travel experience, including executive and overseas/international travel.
Duties and Responsibilities Handle Incoming Requests

• Consistently chooses the correct travel tools and systems to complete requests
• Search and confirm travel reservations for the customer
• Understands and accurately applies client travel policy and requirements to each interaction
• Provide travel offers and general travel advice to travelers
• Responds to requests accurately and completely
• Understands and accurately applies travel supplier rules
• Maintains current knowledge of the state of the various travel industries supported
• Provides the customer with the required industry information, such as low fares, exchange costs and penalties
• Can fulfill all requests regarding necessary regulations (TSA, passports, visas, etc.)
• Supports LodgeLink Travel and client driven initiatives.

Quality & Service Excellence

• Consistently meets and exceeds individual and team goals following LodgeLink\xe2\x80\x99s policies and procedures to maintain quality control
• Applies proper LodgeLink communication guidelines and standards (clear, concise and personal) to interactions
• Constantly prioritize and re-prioritize a high volume of incoming travel requests
• Provide value by asking questions to better understand customer needs to showcase benefits. Listens and captures information from the customer.
• Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
• Help customers email and phone to ensure they have the best possible experience
• Provide an exceptional level of customer support to all users & customers who reach out
• Other duties, as required.

Qualifications

• 2+ years of experience booking complex travel, with corporate experience strongly preferred;
• Knowledgeable of Microsoft Office package and travel industry systems (i.e. GDS \xe2\x80\x93 Apollo/Travelport preferred)
• Excellent communication and computer skills, a willingness and an eagerness to excel at technical systems
• Proven ability to handle multiple priorities simultaneously
• Ability to work independently, exercising discretion and judgment
• Demonstrated professional customer service skills
• Possess high level of understanding, patience and empathy. Able to navigate difficult customer conversations with professionalism
• Strong problem solving and/or critical thinking skills
• Ability to work flexible hours

Nice to have:

• Diploma or degree in tourism-related field
• Working knowledge of the travel industry, policies, procedures, and processes

For more information, please visit - www.lodgelink.com
We are an Equal Opportunity Employer Black Diamond Group Limited is committed to diversity, equal opportunity and ensuring that our employees have the ability to thrive in an inclusive environment. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, national origin, age, disability or any other legally-protected factors. Accommodation for applicants with disabilities is available upon request during the recruitment process.
LodgeLink is a Black Diamond Group Company. Black Diamond Group is a publicly-traded company with nearly 20 years of experience in modular space and workforce solutions, and operations across Canada, the United States, and Australia.
Company: LodgeLink
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