Travel Counselor - Team Lead

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Job Description

Come Grow With Us

Grand Canyon Education (GCE) is a rapidly growing educational service company that has long been an industry leader in providing educational, operational and technological support services to the post-secondary education sector. Formerly part of Grand Canyon University (GCU), GCE still works closely with GCU to benefit thousands of students, families and the local inner-city community. We put people first, drive innovation, and do good in the community that we live and work in.

Do you have a passion for efficiently arranging travel plans and providing exceptional customer service? Grand Canyon Education’s travel department is seeking a full time Travel Counselor-Team Lead. Provide oversight for a team of Travel Counselors; maintain and oversee quality control across all aspects of business delivery in the department; provide a high level of customer service, whilst ensuring a positive team environment. Will work Monday through Friday, 8:00 a.m. to 5:00 p.m. .

What you will do:

+ Assists travel team members with questions/problems that may be regarding:

+ GCU Policies

+ Standards in building Passenger Name Records

+ Use of online and technical system tools

+ Assist with communicating updates and new information to ensure consistency in execution of operational procedures

+ Handles escalated issues regarding travel to ensure satisfactory resolution for all parties

+ Designated Floater within the team wherever and whenever needed; able to handle all various different client travel groups within GCU.

+ Acts as a travel counselor to complete travel arrangements e.g., air, hotel and transportation for executive management and/or VIP travel and communicate with traveler; assist with travel arrangements when volume is high for all other staff or when assistance is needed, all while assuring traveler satisfaction.

+ Assist with implementation of cost saving measures through negotiation with travel service providers as assigned by travel manager.

+ Ensure all travel arrangements of the most economic route and appropriate itinerary

+ Coordinate with finance department to invoice travelers for personal travel costs, which may include transmission of invoice to travelers and forwarding information to finance staff.

+ Provide random and/or periodic review of travel arrangements to ensure compliance with Travel Policy and Procedures, flag and inform travel manager of non-compliance and recommend strategies to increase compliance.

+ Assist with updating the travel website; may be primary contributor to content updates.

+ Willing to work occasional evening and weekend hours as business need dictates in high volume travel times and/or for VIP coverage; required rotating on call schedule.

+ Identifies savings opportunities and service enhancements and helps initiate process improvements.

+ Develops and helps implement tools, reports, processes, and/or technology to streamline travel booking and reporting.

+ Act as first tier problem resolution for issues escalated by the team members

+ Select and explain best solutions to solve given problems in the context of customer service

+ Monitor team’s performance on daily basis, through all monitoring tools

+ Performs additional duties as required

Supervisory Responsibilities:

+ Oversight of daily operational aspects of team members; providing coaching and mentoring; serve as the "daily go-to" team member for handling issues; provide input about team members’ performance to travel manager.

?What you will need:

+ Bachelor’s Degree from a regionally accredited college or university preferred.

+ Minimum of two years’ experience as supervisor or lead.

+ Minimum of 5 years’ experience in booking group and individual air/hotel/car reservations.

+ SABRE experience required.

+ Must be able to pass background investigations.

+ Must be able to be on rotating on call coverage weeknights and weekends.

+ Ability to coach and mentor team members to assist in them being able to deliver quality customer service

+ Ability to model excellent customer service skills and demonstrate understanding of customer service principles

+ Ability to create work environment of mutual respect and willingness by all members to support a team effort; establishes a positive team environment whereby team members are willing to help one another.

+ Good problem solver with the ability to evaluate a problem or gap in a process and be able to provide viable solutions to correct or improve the problem.

+ Must be able to navigate all related systems and understand all airline terminology, codes, fare basis, airline rules and tariffs and serve as a mentor to others regarding industry terminology.

+ Must be able to work in a fast-paced environment while meeting competing and/or changing timelines.

+ Detail oriented with a high degree of accuracy.

+ Ability to multi-task, efficiently prioritize assignments and to cope with changing priorities.

+ Good written communication skills with a good command of the English language and proofreading skill.

+ Proficiency with MS Office applications, specifically proficiency with Excel to track travel costs as required.

+ Skill in analyzing trends and data to measure KPIs (key performance indicators)

+ Ability to develop build and maintain effective professional relationships with all customers/providers of service.

+ Ability to maintain focus in an environment of frequent interruptions and ensure accuracy of execution of travel arrangements.

+ Demonstrated ability to achieve key productivity measures and handle additional assignments as needed.

+ Keyboarding skill at approximately 50 wpm.

+ Willing to work occasional evening and weekend hours as business need dictates in high volume travel times and/or for VIP coverage; required rotating on call schedule.

Why work at GCE:

+ Exceptional workplace benefits include medical, dental, vision, life and disability insurance, flexible spending accounts, a 401K savings plan.

+ Generous time off plan and 11 paid holidays.

+ Paid time off to volunteer in the community or at GCE sponsored events.

+ We also offer full-time employees, their spouses and dependent children an Education Tuition Discount Program.

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Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online (https://gcu.wd1.myworkdayjobs.com/en-US/GCE/job/AZ-Phoenix/Travel-Counselor---Team-Lead\_R000057734)

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