Viacom Concierge Counselor


New York,NY


Viacom Concierge Counselor

This dynamic role requires a dedicated onsite resource for our client's travel team based in New York GTSO Global Travel Strategies and Operations reporting to CWT Operations Manager

This Concierge hybrid agent/assistant role will be instrumental in working within the client global travel strategies structure as well as the CWT operations team, specifically supporting the client main contact - Vice President of GTSO.

This role will be instrumental in ensuring client time sensitive needs are met while balancing multiple priorities at once.

The day to day responsibilities will range in scope from VIP reservation support including facilitation of GTSO team reservations. This will include managing the particular needs of each including use of client specific airline programs & perks while balancing the needs to use unused ticket inventory. May also include providing assistance with travel arrangements for traveling companions for both corporate, film and entertainment travel, and/or leisure requirements as requested by the GTSO team.

This go to person, will also be required to support the VP of GTSO with non-traditional agent duties such as looking up other reservations, trouble shooting in Concur, working with vendors in sold out situations, and providing assistance with special projects related or unrelated to travel.

  • Facilitate requests for assistance in waiving no show charges.
  • Facilitate and assist in resolving customer service issues.
  • Request special assistance for/from travel suppliers as applicable.
  • Action all requests for special services as required,. -eg. Meet and Greet Service as well as providing assistance with retrieval of lost luggage or personal effects.
  • Hours may vary, and the ability to be on call is required.


Skill Set/Requirements

  • Fluent in English, excellent communication style, articulate and concise.
  • Highly experienced with domestic and international travel trends, groups and events experience also a plus
  • Excellent knowledge of computer reservations systems, GDS systems. Knowledge of Concur and Trondent a plus
  • Excellent customer service skills required. Strong Attention to detail.
  • Anticipate needs, ask probing questions, flexibility with managing multiple priorities, ability to interact, communicate and negotiate effectively
  • Excels under pressure
  • Exhaust every effort to define all possible options for the client and only articulates the inability to meet the client request when applicable.
  • Whatever it takes type of personality. Prides self on going above and beyond.
  • Patient, confident and flexible with time and schedules
  • Ability to be consultative, and provide the client with written and verbal options in a clear and concise way and to their specifications.
  • Ability to prioritize and reprioritize as the situation requires.
  • Is resourceful in investigating special requests such as aircraft type, seat pitches, airport codes etc.,
  • Ability to be confident and calm in stressful situations, and a roll with it type of personality
  • Degree in Hospitality, Travel, Tourism, Business or relevant field
  • Proven working experience as a VIP or Concierge agent. Travel Industry experience of 10 years plus experience with Film and Entertainment would be a bonus.

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