Lead Travel Counselor

Amex GBT is a place where colleagues find inspiration in travel as a force for good and u2013 through their work u2013 can make an impact on our industry. Weu2019re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. Job Description u2013 Lead Travel Specialist - TEC III - Entertainment News Media Client CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected u2013 anywhere, anytime, anyhow u2013 and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience. Joining CWT means being part of a market-leading global company, working in a multi-cultural and entrepreneurial environment. In the Traveler Experience organization, we provide more than just one booking. Through the combination of people and technology, we are focused on the complete travel experience u2013 delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company, and we will get there by moving forward together. Evening and Overnight shifts only. Position Overview + Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer focused, Senior-level Travel counselor to join our Global Entertainment Client Hub as the Lead Travel Counsellor. This team provides end-to-end, full-scope travel services for the highest-level travelers of our client account in the Entertainment, News/Media, Sports professions. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow-through. Travel counselors would be supporting global accounts, including booking for travelers in multiple countries. The Lead Travel counselor will be supporting a global account, including booking for travelers in multiple countries. + Position is Evening shift with some overnight shifts. Position Description + Assists Travel Counselors on a real-time basis with questions related to client specific policies, standards in creating Passenger Name Records, and questions related to the use of various technical tools + Monitors call and email queues to ensure timely servicing of inbound contacts; participates on u201cMODu201d real time rotation when required + Creates or maintains training documents with current processes and procedures + Schedules and training new and existing counselors on new clients, scope and/or processed + Assists Team Leader with monitoring customer service and technical skills and provides immediate feedback + Communicate new information to ensure consistent procedures are followed + Provides feedback via one-on-one and mini-coaching sessions as needed + Maintains appropriate level of confidentiality for information shared/observed by position + May function as a SME with specific client or scope knowledge and/or serve as the customer point of contact + Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (VIP, Concierge, Film/TV Production, News and Publicity) travelers + Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation u2013 entertainment client sector requires a high level of creativity and booking in obscure production locations at times + Handles special requests common to entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.) + Use available online resources to ensure compliance with clientsu2019 travel policy + Advises clients of international travel requirements such as visas, passports, immunizations, etc. + Operates within general procedures with supervised results and under minimal direct supervision + Interacts with travelers, travel arrangers, and travel managers with highest level of quality and professionalism + Provides 1st level of support for customer service and technical issues to determine root cause and resolution + Resolves complex problems/escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally + Utilizes CWT preferred vendors to maximize profit, and ensures compliance with the clientsu2019 travel policy + Adheres to CWT standards in delivering customer service including telephone/email etiquette, and follows prescribed customer service escalation procedures + Attends staff and training meetings for ongoing updates in the travel industry and office procedures + Maintains a favorable working relationship with all other company employees and third-party vendors to foster and promote a cooperative and harmonious working climate + Performs other duties as assigned Position Requirements Experience + High School Diploma + 7+ years of experience working in a customer service environment that includes 5+ years as a travel counselor + VIP, Specialty, Entertainment/Production/Publicity, News, Sports experience highly desired Knowledge, skills, and abilities + Strong verbal and written communication skills + Strong attention to detail + Great active listening and information gathering skills + Proactive consultant - solutions oriented and accountable with high focus on customer service + Specialist skillset and experience as a travel counselor in the areas of VIP, Concierge, Relocation Recruit and/or other specialty travel + Excellent working knowledge of the travel industry, application of client travel policies, procedures, and processes (including complex international reservations, pricing rules, procedures, and changes) + Proficiency with fare calculations, pricing, processing tickets, refunds, and exchanges + Must be proficient in research determining root cause analysis + Possesses the ability to thrive as a positive contributor in a high-touch, complex interaction environment + Must be a u201cTeam Playeru201d and work cohesively with others internally and externally + Highly skilled in Sabre GDS, Power Turbo + Able to efficiently use current technology and easily adapt to changes in technology as they come. Must be able to thrive in an ever-changing technical environment. + Microsoft Outlook, Word, and Excel CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. Location United States The US national base salary range for this position is from $46,200.00 - $85,800.00 The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidateu2019s relevant experience, skills, knowledge, and work location. In addition to base salary, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus which rewards participants based on individual and/or company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document. Benefits at a glance ( The #TeamGBT Experience Work and life: Find your happy medium at Amex GBT. + Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family. + Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. + Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first. + We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action. + And much more All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law. Click Here (Disclosures in Accordance with the LA County Fair Chance Ordinance.pdf?version=2) for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance. Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement (. What if I donu2019t meet every requirement? If youu2019re passionate about our mission and believe youu2019d be a phenomenal addition to our team, donu2019t worry about u201cchecking every box;

Created: 2026-02-18