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CWT · 1 week ago

Defense and Government/Travel Consultant Team Leader onsite Ft Bragg NC (ID: 26000003)

Fort Bragg, CA

Full-time

Onsite

Senior Level

CWT is seeking a Senior-level Travel Lead Counselor to join their dedicated Entertainment client team. This role involves providing end-to-end travel services for high-level travelers in the Entertainment, News/Media, and Sports sectors, ensuring a high level of customer service and coordination across multiple teams and locations.

Event ManagementLeisureManufacturingSoftwareTourismTravel

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Monitors all entertainment work teams within the global hub to have clear line of site to workload across US Film Production, US Publicity, US TV Production and UK Film Production (peaks and valleys – production surges, etc.) and makes daily adjustments to resource focus to meet current demand as well as plans for coming demand (ex. production crew will be traveling this weekend, or wrapping soon)

Assists Travel Counselors on a real-time basis with questions related to client and production specific policies, standards in creating bookings, and questions related to the use of various technical tools

Monitors call and email queues to ensure timely servicing of inbound contacts; participates on “MOD” real time rotation when required

Supports groups as needed with assigning work when large lists come in (aka meetings, large crew movements)

Creates production cheat sheets, ensures documentation on Paramount Academy are current

Back up for production intake and creating stars, email box setups, etc

Communicates new setup to entire 24x7 entertainment team and ensures all are equipped to manage

Keeps Production Matrix up to date

Supports client entertainment requests (aka Karen Dunfee and team) as first point of contact (escalate to team leader or assign to team member as appropriate)

Attends production weekly calls and shares information with entertainment team as well as leadership

Build solid relationships with client partners and key production coordinators where required

Schedules and provides hands-on training for new productions or processes and/or new counselors

Creates and accurately completes complex entertainment travel requests (air, meet greet, baggage, lounge, car, hotel, rail) for Paramount Global travelers (US and UK Film/TV Production, Sports, and Publicity)

Acts as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation – 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 clients’ travel policy (approval processes, form of payment, etc.)

Resolves complex problems/on trip escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally

Interact with travelers, travel arrangers, and travel manager with highest level of quality and professionalism

Provides 1st level of support for agent questions

Assists Team Leader with monitoring customer service and technical skills of counselors and provides immediate feedback

Communicate new information to ensure consistent procedures are followed

Provides feedback via one-on-one and mini-coaching sessions to counselors as needed

Maintains appropriate level of confidentiality for information shared/observed by position

Attends staff and training meetings for ongoing updates in the travel industry and office procedures

Monitors calls/emails for counselor quality and provide feedback

Keeps leaders informed of any concerns/potential risks to customers or counselors and partners on solutions (dissatisfaction, frustration, or confusion, etc.)

Provides proactive suggestions to improve/streamline processes that will benefit counselor and / or client experience

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

Qualification

Entertainment Travel CoordinationClient Relationship ManagementComplex Travel BookingTrainingDevelopmentTeam LeadershipCustomer ServiceProblem SolvingCommunication Skills

Required

Must be a US Citizen due to the position being directly with the United States Federal Government

Comfortable working in a fast-paced environment

Proactive, motivated, accountable, and organized with excellent follow-through

Ability to provide white-glove-level service

Experience in booking travel for multiple countries

Ability to monitor call and email queues to ensure timely servicing of inbound contacts

Experience in creating complex entertainment travel requests (air, meet greet, baggage, lounge, car, hotel, rail)

Ability to resolve complex problems/on trip escalations including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally

Ability to interact with travelers, travel arrangers, and travel managers with the highest level of quality and professionalism

Ability to maintain confidentiality for information shared/observed

Ability to provide feedback via one-on-one and mini-coaching sessions to counselors as needed

Ability to monitor calls/emails for counselor quality and provide feedback

Ability to maintain a favorable working relationship with all other company employees and third-party vendors