Senior Groups Specialist

Skills & Requirements

Key Responsibilities & Deliverables:

• Create and manage group quotes, working closely with Revenue Management, Sales, and Travel Agents to ensure cabin inventory is allocated accurately and priced correctly.
• Support Travel Agents throughout the booking process, including the addition of guest names and coordination of ancillary services such as hotels, flights, transfers, and excursions.
• Accurately enter, update, and maintain all customer and booking information in internal systems, in accordance with established standard operating procedures.
• Distribute final travel documentation to Travel Agents and Groups, ensuring all invoices are accurate and payments are collected in full prior to departure.
• Conduct proactive follow-up with customer contacts as required and maintain complete and accurate call and activity logs.
• Identify, manage, and resolve issues or customer complaints, coordinating with internal stakeholders and escalating matters when appropriate to ensure timely resolution.
• Act as the first point of escalation for Group Specialists supporting the Americas, providing guidance and support to ensure service continuity and consistency.
• Support HX Sales Teams and Travel Agents in identifying and developing opportunities to grow group sales and maximize revenue.
• Provide cross-market support to the Groups team as required to meet business needs.
• Assist with additional responsibilities and projects as assigned, in line with company priorities and supervisor direction.
• Other duties as assigned.
• Think sustainably and bring this mindset to the team and partners.
• Champion the HX Spirits

Requirements:

• Experience working within a group team in a comparable industry highly desired
• Working knowledge of CRM and ticketing systems, Salesforce highly desired
• Strong written and verbal communication skills, with the ability to clearly, professionally, and confidently communicate complex information to Travel Agents, internal stakeholders, and global teams
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
• Customer orientated and able to adapt/respond to different types of characters with the ability to multitask, prioritise, and manage time effectively.
• Be willing to support your team and the other teams in the business and be able to change your point of view.
• Commitment to self-improvement and be aware of how your decisions affect those around you and manage your time efficiently.

Key Personal Attributes/Behavioral Competencies:

• Self-driven and independent, yet with a will to ask and understand.
• Strong stakeholder management
• Curious and dedicated
• Strong written and verbal communication skills
• Thrives in a high-paced, international, changing work environment.
• Excellent problem-solving skills
• Customer Service oriented, focus on delivering results and meeting customer expectations.

•Strong sense of initiative and urgency, with the ability to follow-up on outstanding matters efficiently.

You will get:

·An attractive compensation and benefits package, including competitive hourly pay ($27- $31 USD-CAD/non-exempt) employer-paid Medical, Vision, Dental and EAP, a Retirement plan with 4% employer match, 11 paid holidays, 2 weeks of vacation, and 9 personal days.

Candidate must have right to work in the United States or Canada ideally time zone EST to support multi-national locations.

·Opportunity to experience the life-changing HX product

·To be part of a dynamic, global and dedicated team, with highly skilled colleagues and exposure to senior management

·Excellent growth opportunities