VIP Travel Agent DC Onsite

Job Summary:

Dedicated on-site travel agent who will take on more difficult travel coordination when needed. Assists the program manager and department director as needed.

Essential Job Functions:

• On-site VIP TMC Concierge services to clients.
• Answer calls and emails promptly from clients who are requesting new travel arrangements or changes to existing itineraries and provide prompt customer service.
• Book and issue airline, hotel, car and other tour reservations through our GDS system, accurately and efficiently.
• The Client travels extensively with multiple stops/segmented trips. Travel arrangements rapidly change daily and within trips, and with many moving parts.
• The TMC Concierge must have the ability to multi-task and be fully integrated with the OS Advance/Scheduling, and Security teams daily. The TMC Concierge will attend meetings when requested by OS scheduling staff to ensure coordination of travel arrangements with OS requirements.
• The TMC Concierge must be onsite at MIB during hours of performance and will be co-located with the client’s Advance/Scheduling team to better enable communications and last-minute changes in travel arrangements.
• The TMC Concierge will schedule flights to ensure proximity seating and lodging room assignments between the Client and their security detail. The Client typically travels with a single (1) officer and a small entourage of staff. Priority for proximity is first the security detail, and second the accompanying support staff. The TMC Concierge will immediately notify OS in the event proximity co-location is not available, and to determine alternative arrangements.
• The TMC Concierge will prioritize proximity/co-location when booking overnight accommodations.
• The TMC Concierge will provide a VIP level of service, with strong problem-solving capabilities regarding last minute travel arrangements.
• The TMC Concierge will attend daily and scheduled meetings with the OS Advance Team and others to ensure coordination of travel arrangements that are consistent with OS requirements. The TMC Concierge will utilize a DOI provided laptop and other equipment including DOI email, O365 Teams, Bison Connect, and other online based applications to ensure access and communications with the OS during regular business hours. Maintain sufficient account knowledge to assist clients without delay.
• Check queue’s daily to ensure accuracy and that all issued tickets are complete.
• Communicate effectively with other agents or team members to solve problems and gather information.
• Establish and maintain strong relationships with clients.
• Research complex travel rules and regulations for each client.
• Research and handle traveler complaints.
• Follow Duluth Travel approved work process.
• Keeps management promptly and fully informed of all operational matters of significance and takes prompt corrective action where necessary or suggests courses of action which may be taken.
• Handles all follow-up communications with customer/clients to determine best possible solution for problems. Escalates problems to supervisor if agent does not have solution to problem.

Minimum Qualifications:

• 5 years GDS experience
• Travel Agency booking expertise
• Government travel-booking expertise
• Extensive experience in dealing with travel for high-level executives in an extremely fast-paced environment.
• Proficient with MS Office products

Assumptions:

• On-site TMC services will be available between the hours of 9:00 AM – 5:00 PM, excluding lunch, or as otherwise agreed. The TMC Concierge may schedule flex time during the 40-hour work week to accommodate critical OS travel scheduling requirements.
• On-site TMC services will be available on a 40 hour per week. Flex time for the purposes of this effort is defined as time exceeding 8 hours per day and/or 40 hours per week but not to exceed 80 hours in a 2-week period.

Knowledge, Skills, and Abilities:

• Demonstrates accuracy and thoroughness
• Ability to read and interpret documents such as travel rules, operating instructions, and procedure manuals
• Thorough knowledge of the Federal Travel Regulations (FTR), ADS, and Open Skies policy Fly America and GSA regulations are also a requirement
• Knowledge of Government per diems
• Exceptional analytical, problem solving and decision-making capabilities
• Excellent written and verbal communication skills
• Excellent organizational skills with strong diligence and follow- up
• Knowledge of Approved TA’s (Travel Authorizations) and Vouchers

NOTE: This job description is subject to change and/or revision based on the growth of the company, customer mix
and other business-related factors.