Summary / Objective
The On‑site Airline Support Specialist will support our airline client onsite at the client’s office. The role is the primary point of contact for both the client and vendor regarding API’s operations. In this role, the specialist processes reservations and cancellations, maintains and cultivates successful relationships with our airline partner as well as our suppliers, and sometimes directly with the crew. They focus on delivering the best customer service, collaborating internally within the airline and API, and communicating with external parties to resolve operational challenges promptly and seamlessly. The initial steps require manual detail proficiency.
Responsibilities
* Transmit monthly schedules to hotels and ground transportation suppliers.
* Update and transmit daily changes to hotels and ground transportation suppliers.
* Communicate with hotels and suppliers during day‑of‑ops for immediate changes.
* Book overflow rooms as required at non‑contracted hotels.
* Interrogate the airline’s crew management system (CMS) to identify existing reservations and update new reservations.
* Receive calls from crew members to verify their hotel details and chase delayed ground transport.
* Use all available tools (phone, email, fax, reservation systems such as ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs.
* Provide support, guidance, and training as the on‑site liaison with the airline partner.
* Process client requests received through the API Operations system, assess all customer needs, and respond promptly, accurately, and professionally.
* Follow up on all client requests and transactions to ensure full execution and client satisfaction.
* Notify supervisors of critical items requiring management involvement.
* Negotiate with vendors (hotels, ground transportation, others) to achieve the best outcome for the client and API.
* Resolve client disagreements calmly and professionally, researching and presenting solutions based on facts.
* Adapt to situations such as irregular operations (IROP) or other challenges, accommodating changing airline schedules or unforeseen situations.
* Maintain knowledge of API’s call centre methodology and reservation systems to serve clients efficiently and professionally.
* If required, be on the official “On‑Call Roster” for outside‑of‑regular‑hours work.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Competencies
* Build strong relationships and foster a team environment in a fast‑paced, dynamic work environment.
* Solutions‑oriented professional with a strong client focus.
* Detail‑oriented with great organisational skills.
* High problem‑solving agility.
* Excellent interpersonal and negotiation skills.
* Process management.
* Excellent written and verbal communication proficiency.
Required Education and Experience
* One to two years’ experience in the hotel/travel industry; airline industry experience (crew scheduling or planning) is a definite plus.
* Prior experience with GDS systems, hotel reservation systems, airline reservation systems, and/or related functions (preferred but not required).
* Outstanding relationship management and customer‑service skills.
* Knowledge of hotels (chains, categories, locations) and ground transportation reservations.
* Track record of meeting deadlines and operating successfully in a dynamic role.
* Ability to prioritise work provided by others in terms of importance.
* Strong communication skills, including active listening.
* Strong computer skills: Excel, Word, Outlook, and Teams (required).
Position Type and Expected Hours of Work
Full‑time, Monday to Friday, including public holidays that fall on scheduled workdays. Work hours range between 06:30 to 22:00, averaging 38 ordinary hours per week. This role is offered as a 12‑month fixed‑term contract, with possible extension.
Travel Requirements
2‑15 days per year.
Who We Are
API is the global leader for crew accommodation solutions, changing the way businesses manage travel. Our technology platform streamlines crew planning, making day‑to‑day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions, and experienced team offer a complete end‑to‑end platform that integrates seamlessly into clients’ processes. We’re looking for dynamic, creative, tech‑savvy individuals passionate about hard work, impeccable service, technology, and solutions.
Other Duties
Duties, responsibilities, and activities may change at any time according to business needs. Additional responsibilities may be performed if designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO), or Information Assurance Accounting Officer (IAAO).
Work Environment
Professional office environment with standard office equipment (computers, phones, photocopiers, filing cabinets, fax machines).
Physical Demands
Regularly required to talk or hear; frequently required to stand, walk, use hands, and reach with hands and arms.
AAP/EEO Statement
Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.
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