Manager, Afterhours Operations

ALTOUR is seeking a Corporate Operations Manager for our Afterhours team. This is an excellent opportunity for an individual looking to grow their career in corporate travel operations. This position would be responsible for managing day-to-day corporate operations, supporting client support activities relating directly to the reservations team, and performing system and process maintenance as necessary to meet client needs.

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

• Serve as a role model to members of the reservations team by demonstrating outstanding service and mastery of all reservations systems. Primarily Worldspan, Sabre, Travelport Plus.
• Monitor agent workload ensure telephone service standards are maintained, and assist agents with clients when necessary.
• Partner with management and team to identify training and development opportunities for reservations agents; create and deliver solutions to address these opportunities.
• Ensure client receives excellent service by proactively identifying and correcting potential process and service gaps, researching and resolving client concerns and agent errors in a timely manner.
• Coordinate operational aspects of the new business start-up
• Manage confirmation queues and review afterhours queues daily for necessary follow-up
• Support account management efforts by participating in client meetings as requested and assisting with client reporting requests.
• Support business administration by ensuring after-hours fees are charged, reviewing confirmation and after-hours queues daily for accuracy, processing ticket copy requests, updating miscellaneous charge orders in TRAMS, and researching/ resolving/ documenting debit memos.
• Provide training to newly hired agents on all aspects of the agent role and ALTOUR policies and procedures.
• Assist with other projects or product enhancements as assigned.

• Minimum of 5 years of agent experience in a corporate reservations environment
• Proven ability to manage complex projects and consistently meet deadlines
• Excellent verbal and written communication skills
• Strong customer service acumen and experience working with outside clients
• Willingness to take ownership of the results and demonstrated accountability
• Proficient in MS Word, Excel, Outlook, and PowerPoint 
• Experience with Worldspan, Sabre, and Travelport Plus preferred.
• Regular and dependable attendance and punctuality are required. 

Physical Requirements: 

• Sedentary work. Exerting up to 10 pounds of force occasionally and/ or a negligible amount of force frequently or constantly to lift, carry, push, or otherwise move objects. Sedentary work involves sitting most of the time.
• The job requires employees to sit for extended periods of time without being able to leave the work area.
• Repetitive motion, substantial movements (motions) of the wrists, hands, and/ or fingers.
• Typing or otherwise working primarily with fingers. 
• Must be able to comprehend instructions, interpret documents, and apply abstract principles to a wide range of complex tasks.
• Ability to understand the meanings of words and effectively respond, analyze information and write reports, comprehend complex issues, and communicate effectively to diverse groups.  
• The job requires employees to perform basic arithmetic accurately and compute rates and percentages.
• Must be able to communicate effectively and professionally (verbally and in writing) as appropriate for the needs of the audience. 
• Occasional travel may be required.

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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