Concierge & Reservations Systems Specialist

1 month, 2 weeks ago
Full-time
Junior
Customer and Technical Support
Aero

Aero

Aero redefines air travel with meticulously designed jets and direct first-class flights, offering a seamless and magical travel experience to the best leisure destinations in the world.

Airlines
11-50
$104M raised

Description

  • Serve as the primary subject matter expert for Sabre, troubleshooting GDS errors, complex PNR issues, and ticketing discrepancies for the Concierge team.
  • Act as a liaison for the Commercial Systems team and support Darwin-related workflows, including fare construction, exchanges, refunds, UAT testing, and guest experience process integrity.
  • Monitor and clear GDS queues to manage ticketing time limits, handle schedule changes, and keep guest itineraries accurate and synchronized.
  • Execute manual and automated reissues, voids, and refunds while maintaining accuracy in fare construction and tax calculations.
  • Provide personalized guest support via phone, email, and chat, and resolve open tickets promptly and concisely.
  • Help drive trip booking conversion by tailoring Aero’s features and benefits to prospective guests’ needs.
  • Coordinate flight management communications, including itinerary changes, transportation arrangements, special requests, and operational updates.
  • Work closely with Operations to communicate changes related to flight schedules, weather, aircraft, irregular operations, and guest accommodations.
  • Develop internal knowledge guides and conduct GDS training sessions for the Concierge team.
  • Partner with Business Development and travel agencies to support fare rules, ancillary offerings, and penalty terms.

Requirements

  • 1-2 years of hands-on experience in a Global Distribution System, with Sabre highly preferred.
  • Proficiency in native GDS commands.
  • Demonstrated ability to perform complex pricing and ticket exchanges.
  • Prior help desk experience in a travel agency or airline environment is strongly preferred.
  • Experience with email services and customer service tools; Zendesk and/or Salesforce is a plus.
  • Ability to work remotely.
  • Flexibility to work weekends and shifts aligned with Pacific Standard Time (PST).
  • Knowledge of company and FAA policies, TSA security requirements, and concierge/travel operations is required.
  • Experience with fare rules, ancillary offerings, penalty terms, and refund/exchange processes is preferred.

Benefits

  • $25-$27 per hour, with compensation varying based on skills, experience, and location.
  • Reimbursement for eligible expenses under Aero’s Travel & Expense Policy.
  • PTO, accrued sick time, bereavement leave, and holiday pay.
  • Medical, dental, and vision insurance.
  • Life and disability insurance.
  • 401(k) retirement plan.
  • Dependent care FSA and health FSA.

Interested in this position?

Apply directly on the company website

Apply Now

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