** After Hours schedule: 3 days/12hrs or 4 days/10hrs per week**

Summary: This is a Travel Agent/Reservationist role that requires Apollo (or other GDS) experience. The After Hours Support Specialist is responsible for assisting guests, tour directors and suppliers with emergency or escalated issues that occur outside normal business hours. This includes managing in-bound calls, making changes to flight itineraries (changes/exchanges/re-accommodations), updating transfers, and updating internal flight manifests for future tour departures.

To be considered for this role, applicants must have:

• Minimum of 5yrs' experience working on Apollo/Galileo or other GDS system
• Strong ticketing proficiency (including international exchanges)
• Ability to work independently and as a member of a team
• Ability to maintain a calm and professional attitude at all times
• Excellent oral and written communication skills
• Ability to use good judgement during highly challenging situations

Job Responsibilities:

• Handle in-bound calls during after-hours (including some holidays)
• Communicate crisis information following chain of command
• Effectively communicate changes to flights and transfers to Tour Directors and Transfer companies
• Handle Air schedule changes, exchanges and ticketing
• Complete air request bookings
• Manage internal Air team email box, responding to all requests within 24hrs
• Provide support for internal cross-function teams