REPORTING TO: TEAM LEAD
OFFICE LOCATION: HOMEWORKER
Reed & Mackay leads the global travel and event management arena with extraodinary service and
proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we
are a business that is always looking forwards, while ensuring that we’re everything that our clients
need today. In May 2021, we became part of the Navan, and together we are setting the agenda for the
future of business travel.
Schedule for Open Positions:
- Monday – Friday, 9:30am – 6pm (EST)
- Monday – Friday, 11am – 7:30pm (EST)
KEY RESPONSIBILITIES:
Service expectation
- Provide a dedicated, consistently high level of service to all clients tailored to their individual requirements with a desire to always exceed client expectation
- Effectively manage your workload to meet all deadlines as required, either set by the client or
within R&M - Ability and willingness to service different client industry sectors across the wider business
- Demonstrate innovative thinking and provide a consultative approach
- Advise proactively on all relevant immigration, passport, and visa requirements along with any
applicable travel restrictions - To be proficient in R&M and Navan Technology, sharing knowledge with the client to ensure an
all-encompassing service - To be responsible for the delivery of all rail reservations and to advise clients on best practice
utilizing R&M and Navan technology - Recommend and procure ancillary products as required i.e., car rental, ferry, black car, air
charter
Operational expectation
- Manage your own full client portfolio to the highest R&M and Navan standard, demonstrating
extraordinary customer service to your wider team - Pro-actively build meaningful and long-lasting relationships both internally and externally
- Always exceed client’s expectation
- Identify and implement opportunity to add value to each booking
- Ability to apply a variety of fare types and ticketing methods, whilst maintaining an up-to-date
knowledge of industry innovations (e.g., airline direct connect) - Working with IFD (International Fares Desk) to proactively identify cross market and local
inventory differences - Procure the best hotel rates for clients utilizing GDS and non GDS channels, as well as leveraging
supplier relationships to gain the best result - Monitor all bookings for further saving opportunities up until completion of the trip
- Utilize detailed understanding of the client policy to drive compliance whilst maximizing
opportunity to enhance the traveler experience - Ability to apply a variety of fare types and ticketing methods, whilst maintaining an up-to-date
knowledge of industry innovations (e.g., airline direct connect) - Monitor all bookings for further saving opportunities up until completion of the trip
- To be proficient in all R&M and Navan Technology and to ensure knowledge is shared and
maintained amongst the team - To oversee the client experience by utilizing mixed mode booking tools and to provide 1st line
support for both offline/online bookings - Demonstrate proactive thinking when providing travel solutions
- Able to provide cost effective solutions across all aspects of travel
- To always comply with the client policies and guidelines
- Achieve SLAs for all accounts
- Regular interaction with overseas colleagues
- Apply Quality Control procedures and processes in line with company and GREC requirements
SKILL AND KNOWLEDGE REQUIREMENTS
- Exceptional telephone manner and written skills
- Demonstrate ability to make effective use of resources available to complete tasks to agreed
deadlines - Has a proven record of experience in a core business travel environment
- Fully conversant with one or all GDS systems; Sabre, Galileo, Amadeus
- Experience of mixed mode booking tools, and 1st line product support for both offline/online
bookings - Comprehensive knowledge of the travel industry and products in the market including different
aircraft types and cabins - Knowledge of Low-Cost Carriers in the market and their different products available
- Fully conversant with various rail, black car, LCC, OTA booking systems
- Have a ‘team player’ approach to an office environment
- Experience in using MS software packages
- Ability to build an exceptional rapport with all clients
- Excellent attention to detail
- Flexible approach to working environment and willingness to work from different office
locations, including ‘mobile travel manager’ visits - Have an enthusiastic approach and willingness to learn attitude
- Independently commit to attend and complete all relevant training
- Achieve individual and team-based business objectives
Reed & Mackay is proud to be an equal-opportunity employer. We welcome applicants regardless of
race, color, religion, sex, national origin, age, disability, citizenship, veteran status, gender identity or
expression, marital status, sexual orientation, genetics, and any other federal, state, or local protected
class.
