SEEK Asia Style Guide

Operations AgentAccommodations Plus International
  • Not Specified
  • Salary provided
  • Posted on 30 Apr 2019
Operations AgentAccommodations Plus International
Job Highlights
  • Operations - call center
  • Hotel and/or Airline background preferred
  • Fluent Mandarin and English Required
Job Description

 

Job Description: Operations Agent

Summary:

The Operations Agent is responsible for assisting with the operational support and customer service components of the API client requirements, by working with the client to achieve acceptable outcomes.

This includes collaboration with internal departments, as well as, communication with outside parties to eliminate operational challenges involving clients, hotels and transportation.

API Operations functions 365 days of the year (24/7). The successful candidates must be available for scheduled shift assignments. Planned five-day workweek with two consecutive scheduled days off.

 

Essential Duties and Responsibilities

  • Complete Operations Agent certification process 
  • Learn and maintain API procedures for work methodology, reservations systems and ACES
  • Process all client requests received by API Operations department via phone, email, fax or through the API systems.
  • Assess all client requirements in order of priority.
  • Ensure hotel and transportation requests are secured.
  • Review, monitor and alleviate discrepancies within API system.
  • Actively works to mitigate client lodging/hotel and transportation challenges. 
  • Build and maintain business relationship with clients by providing prompt and accurate service.
  • Understand situations and address client needs by providing solutions by thinking laterally and drawing on experience from the wealth of experience within the API team.
  • Follow-up on all client requests and transactions. Tasks must be completed as client satisfaction is critical.
  • Alert the correct hierarchy on items of critical nature which may require management involvement for resolution, client and API.
  • Negotiate with vendors (Hotels, Ground Transportation, others) to best support the client and API.
  • Resolve client disagreements in a professional manner. Present facts to support solutions. 
  • Ability to multi-task during irregular operations to accommodate to the changing dynamics of a client airline schedule.
  • Ability to work within a team environment or work independently.
  • Punctual and respectful of agreed working hours.
  • Other duties as assigned to assist API in achieving its operational goals and objectives.

 

Qualifications

The qualifications listed below detail the credentials necessary to perform the essential duties of this position.  To be successful in this role, you must be able to perform each essential duty satisfactorily.

Education and/or Experience

For the Operations Agent position, we require one to two years’ experience of hotel/travel industry experience. Experience in the airline industry is a plus: airline crew/ scheduling and/or crew planning.

Knowledge/ Skills/Abilities

  • Excellent understanding of reservation systems, hotel room blocks/allotments, rate structure, payment forms, and booking processes required.
  • Strong computer skills and working experience with airline and/or hotel reservations systems is a plus.
  • Working knowledge of EXCEL, Word, Outlook and Internet research is required.
  • Knowledge of Ground Transportation reservations.
  • Knowledge of Hotels as a product: hotel chains, categories, and locations.
  • Strong time management, to ensure that work is delivered on time.
  • The ability to prioritize the work provided by others in terms of importance, is imperative to this position
  • Demonstrate strong communication skills; must be comfortable engaging in a variety of different communicative modes (verbal, non-verbal, and written). In addition, the ability to listen actively is highly important for this job as well
  • Must have an interest and ability in serving others.
  • Possess outstanding relationship management and customer service orientation skills

 

Language Requirements

 

  • Mandarin – Fluent (speech, reading and writing)
  • English – Fluent (speech, reading and writing)
Additional Information
Career Level
Middle
Qualification
School Certificate
Industry
Job Function
Years of Experience
1 year
Employment Type
Full Time
Benefits
Five-day work week, Overtime pay
Company details

Accommodations Plus International (API) is a growing, New York based full service travel management company that offers an innovative and powerful combination of crew accommodation services and leading edge technologies to the airline and transportation industries. Our proven sourcing methodologies, in concert with our premier, state-of-the-art technologies, provide clients with a refreshing new approach for managing crew layovers. And, our reputation for integrity and total customer satisfaction makes us the perfect partner. You can learn more about API on our website, www.apihotels.com.

This is a great opportunity for the right individuals to join an exciting company poised for growth. To insure support for our Asia Pacific clients, API will open an Operations office in Hong Kong. We are looking for individuals, who are professional, have a high level of integrity, are computer literate, and have the ability to work independently or within a team.