Job Details

Description

At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care.

We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as an Air Schedule Change Coordinator within ALG Vacations, one of our 14 industry-leading brands. In this role you will assist customers across all ALG brands whose flights have been impacted by an airline-initiated schedule change which alters their initial travel plans.

This assistance includes interacting directly with customers and travel agents through inbound calls and emails as well proactively reaching out to them.

This role will also provide support to internal team members needing assistance with maneuvering through the GDS airline systems.

The role will require proficient work in the airline computer system to process air changes via queues and the ALG reservation system as well as working directly with the airline partners to confirm changes as needed.

The team member will perform these functions in adherence to company guidelines and upholding revenue expectations while showing compassion for our customer’s situation and working to ensure their satisfaction in a resolution.

A successful Air Schedule Change Coordinator will :

• Answer calls and emails via InContact phone system for schedule change skills assigned
• Utilize all airline computer systems to review PNR’s, sell flights, price options, and work queues
• Utilize ALG reservation system to enter comments, send confirmations and update flight changes
• Inform Supervisors of customer issues impacting delivery of end-to-end service
• Provide feedback to Supervisors on escalation issues or feedback on system errors
• Work with other departments as needed to resolve schedule change issues when required
• Work with airline partners via email and phone to confirm or inquire on schedule change options
• Provide assistance via an internal phone queue to team members needing assistance with airline systems
• Meet established metrics
• Utilize Microsoft Teams, Zendesk, other tools for communication, policies and problem solving
• Maintain informational sheets for airline processes and other tracking sheets as needed
• Additional duties as assigned
• Service SkyTeam customers on voluntary and involuntary changes

A successful Air Schedule Change Coordinator will have :

• High school diploma or general education degree (GED); and at least one year related experience and / or training; or equivalent combination of education and experience
• Experience with an airline system preferred
• Knowledge of MS office
• Experience with internal reservation systems a plus
• Strong understanding of customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Ability to problem solve including identifying the issue and reviewing releated information to develop and evaluate options
• Ability to work independently and as part of a team
• Detail oriented
• Active listening
• Judgement and decision-making considering the relative costs and benefits of potential actions to choose the most appropriate one
• Superior communication skills, both verbal and written

Remote Candidates welcome to apply!

As North America’s only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands.

Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home.

ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising :

Vacations : The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.

2 million passengers annually through well-established vacation brands

• Resort Brand Management : Management of 5-star and 4-star luxury resorts
• Destination Management Services : Best-in-class destination management services provided by Hyatt Inclusive Collection and Worldstar®
• Loyalty Program : Exclusive loyalty program Unlimited Vacation Club®
• Technology Solutions : Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.

About VACATIONS

The # 1 vacation brand in the world for packages to Mexico and Dominican Republic, offers the convenience of one-stop shopping.

Apple Vacations® clients have access to flight, hotel, and transfers they can also choose an all-inclusive resort where meals, drinks, and more are included - all for one affordable price.

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests.

Our Values, by which we operate :

Empathy

• Integrity
• Respect
• Inclusion
• Experimentation
• Well Being

ALG’s Commitment to Diversity & Inclusion

Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization.

With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments.

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees :

• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO / AA employer M / F / D / V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Job Details

Description

At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care.

We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as an Airline System Coordinator within ALG Vacations , one of our 14 industry-leading brands. In this role you will issue tickets and process exchanges across all ALG brands according to airline contracts and policies.

This role will monitor emails and queues to research and resolve escalated issues for scheduled air and exclusive vacation risk flights.

This assistance includes interacting directly with internal staff via email and airlines through outbound calls and emails.

This role will also provide support to internal team members who need assistance with maneuvering through the GDS airline systems.

The role will require proficient work in the airline computer system to process air changes and the ALG reservation system as well as working directly with the airline partners to confirm changes as needed.

The team member will perform these functions in adherence to company guidelines and upholding revenue expectations while showing compassion for our customer’s situation and working to ensure their satisfaction in a resolution.

A successful Airline System Coordinator will :

• Answer emails regarding escalated air situations which may require reaching out to the airline for resolution
• Utilize all airline computer systems to review PNR’s, issue tickets, process exchanges, voids and refunds and work queues
• Utilize ALG reservation system to enter comments and send confirmations of changes
• Process insurance recovery ticketing
• Maintain informational sheets for airline processes and contracts
• Inform Supervisors of issues impacting delivery of end-to-end service
• Provide feedback to Supervisors on escalation issues or feedback on system errors
• Run and work reports on exceptions or failures
• Utilize Microsoft Teams, Zendesk, other tools for communication, policies and problem solving
• Maintain informational sheets for airline processes and other tracking sheets as needed
• Handle escalated risk block issues
• Meet established metrics
• Work with other departments as needed to resolve issues
• Additional duties as assigned

A successful Airline System Coordinator will have :

• High school diploma or general education degree (GED); and at least one year related experience and / or training; or equivalent combination of education and experience
• Experience with an airline system preferred
• Knowledge of MS office
• Experience with internal reservation systems a plus
• Strong understanding of customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Ability to problem solve including identifying the issue and reviewing related information to develop and evaluate options
• Ability to work independently and as part of a team
• Detail oriented
• Judgement and decision-making considering the relative costs and benefits of potential actions to choose the most appropriate one
• Superior communication skills, both verbal and written

As North America’s only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands.

Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home.

ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising :

Vacations : The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.

2 million passengers annually through well-established vacation brands

• Resort Brand Management : Management of 5-star and 4-star luxury resorts
• Destination Management Services : Best-in-class destination management services provided by Hyatt Inclusive Collection and Worldstar®
• Loyalty Program : Exclusive loyalty program Unlimited Vacation Club®
• Technology Solutions : Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.

About VACATIONS

The # 1 vacation brand in the world for packages to Mexico and Dominican Republic, offers the convenience of one-stop shopping.

Apple Vacations® clients have access to flight, hotel, and transfers they can also choose an all-inclusive resort where meals, drinks, and more are included - all for one affordable price.

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests.

Our Values, by which we operate :

Empathy

• Integrity
• Respect
• Inclusion
• Experimentation
• Well Being

ALG’s Commitment to Diversity & Inclusion

Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization.

With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments.

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees :

• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO / AA employer M / F / D / V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Requirements

High School diploma or GED.

Must meet the minimum requirements for an ATP or RATP certificate.

ATP written is preferred.

Meet the current interview and hiring minimum age and flight hours requirements set by the FAA and Company...

Description

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

Other duties may be assigned to this position as needed.

Provides the Captain with proper planning of each flight utilizing all applicable weather information and reports in accordance with Company policies and procedures and Federal Aviation Regulations (FARs).

Determines that the aircraft is air-worthy in accordance with FARs and Company policies and procedures; completes appropriate preflight inspections.

Along with the Captain, ensures the flight is planned and fueled properly so that the flight may be conducted safely and in accordance with policies and regulations...