Entertainment Lead Travel Experience Counselor III

at Carlson Wagonlit Travel in Minnetonka, Minnesota, United States

Job Description

CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected - anywhere, anytime, anyhow - and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.

Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.

In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience - delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company and we will get there by moving forward together.

Position Overview

Traveler Experience (TX) is seeking anEntertainment Lead Travel Experience Counselor III
Position Overview
Traveler Experience (TX) is seeking a positive, energetic, highly skilled, customer-focused, Senior-level Travel Lead Travel counselor to join our dedicated Entertainment client team Lead entertainment travel counselor for the global hub. This team provides end-to-end, full-scope travel services for the highest-level travelers of our dedicated client account in the Entertainment, News/Media, and Sports professions. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand, and organized with excellent follow-through.
The Lead Travel counselor will be supporting a global account, including booking for travelers in multiple countries, 24x7x365.
Evening shift
Position Description
Entertainment Workforce Coordination
oMonitors all entertainment work teams within the global hub to have a 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)
oAssists 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
oMonitors call and email queues to ensure timely servicing of inbound contacts; participates in "MOD" real-time rotation when required
oSupports groups as needed with assigning work when large lists come in (aka meetings, large crew movements)
Production, Award Shows, Meetings Setup
oCreates production cheat sheets, and ensures documentation on Paramount Academy is current
oBack up for production intake and creating stars, email box setups, etc.
oCommunicates new setup to entire 24x7 entertainment team and ensures all are equipped to manage
oKeeps Production Matrix up to date
Client Facing
oSupports client entertainment requests (aka Karen Dunfee and team) as the first point of contact (escalate to team leader or assign to team member as appropriate)
oAttends production weekly calls and shares information with the entertainment team as well as leadership
o Build solid relationships with client partners and key production coordinators where required
Training
oSchedules and provides hands-on training for new productions or processes and/or new counselors
Hands on Entertainment Servicing (working inbound contacts)
oCreates 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)
oActs as a trusted advisor by offering informed and insightful recommendations that provide the best traveler experience in each situation - The entertainment client sector requires a high level of creativity and booking in obscure production locations at times
oHandles special requests common to the entertainment/news industry (hotel upgrades, artist riders, junkets, charter flights, car service, excess baggage, production vehicles, etc.)
oUse available online resources to ensure compliance with clients' travel policy (approval processes, a form of payment, etc.)
oResolves complex problems/on-trip escalations including non-standard and multi-destinations, ticket exchanges, and complex fares for all traveler types and... For full info follow application link.

As an Equal Opportunity Employer/Affirmative Action employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, veteran status, disability status, sexual orientation, gender identity or any other federal, state or local protected class.