VIP After-Hours Emergency Corporate Travel Consultant

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses.

Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.

We're seeking an experienced VIP Corporate Travel Consultant to join our Emergency Customer Care (ECC) team, delivering white-glove, personalized service to C-Suite executives and high-profile clients during after-hours, overnight, weekend, and holiday periods. This role is uniquely designed for a seasoned travel professional who thrives in high-pressure situations and understands that for our VIP clientele, exceptional service never sleeps.

As a VIP Emergency Customer Care Consultant, you will manage urgent and complex domestic and international travel requests, including air, hotel, car, and ground transportation, via Sabre GDS, while maintaining the highest standard of professionalism, discretion, and client satisfaction. You will serve as a trusted advisor and first point of contact when our most valued clients need assistance the most.

Before you begin your role, you will complete a four-week paid training program designed to boost your industry knowledge, train you on contract airfares, and sharpen your Sabre skills, ensuring you are fully equipped to deliver the VIP experience our clients expect around the clock.

**Please note that this is a remote after-hours position that requires working overnights, weekends, and holidays**

This position requires flexible hours and shift availability as determined by business need and client call volume.

Key Responsibilities

• Deliver exceptional, white-glove service to C-Suite travelers and their administrative staff during after-hours and emergency situations, ensuring all interactions are handled with the utmost professionalism and discretion.
• Provide consultative support throughout the booking process, crafting bespoke travel itineraries tailored to the specific needs and elevated expectations of VIP and executive-level clients.
• Coordinate urgent air, hotel, car, and ground transportation bookings for complex domestic and international travel, often within time-sensitive and high-pressure timelines.
• Expertly manage rerouting, exchanges, and itinerary changes, ensuring minimal disruption to travel plans and a seamless experience for the client from start to finish.
• Proactively gather, retain, and apply client travel preferences and profiles to deliver a consistently personalized and anticipatory level of service.
• Keep VIP clients informed of all necessary travel documents, visa requirements, and health requirements for international destinations, providing guidance with confidence and accuracy.
• Proficiently handle ticketing, Phase IVs, and complex exchanges and changes involving both domestic and international fares.
• Execute all responsibilities within company guidelines for customer service, PNR documentation and profiles, ticketing, invoicing, and quality control, maintaining the highest degree of accuracy throughout.
• Stay fully informed of airline rules, regulations, tariffs, and fare requirements, applying this knowledge accurately and efficiently to all travel arrangements.
• Demonstrate creative thinking and decisive problem-solving skills to provide optimal travel solutions in fast-paced, high-stakes situations.
• Maintain ongoing communication with team members, Travel Managers, and Team Leaders through provided channels to ensure a united, consistent, and professional approach to VIP account management.
• Complete all reservations accurately and in a timely manner, including post-trip follow-up and support where applicable.
• Other duties and tasks as assigned
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Experience & Qualifications

• 3+ years of recent experience as a VIP or Executive Travel Agent, with a demonstrated ability to serve C-level executives and high-profile clients with discretion and professionalism.
• 4+ years of recent experience in corporate travel management, with a thorough understanding of the unique needs and challenges of business travelers, particularly in emergency and after-hours scenarios.
• Expert in managing complex, urgent, and time-sensitive travel requests with precision, including the ability to navigate and manipulate complex itineraries, international fares, and Passenger Name Records (PNRs) to ensure seamless VIP travel experiences.
• In-depth familiarity with Sabre GDS for fare calculations, itinerary management, and ticket issuance, along with proficiency in ticketing procedures, scripting, and handling complex itinerary changes and exchanges for both domestic and international travel.
• Comfortable and proficient using Microsoft Office Suite (Excel, Outlook, Teams), travel booking tools (Concur, Deem), and various communication tools, with a strong technical aptitude and the ability to adapt to new technologies quickly.
• Skilled in building long-term relationships with elite clientele by proactively gathering and retaining travel preferences, handling bespoke requests with discretion, and maintaining a comprehensive understanding of global geography and international destinations.
• Previous exposure to quality control processes to ensure the accuracy and compliance of travel bookings, with strong attention to detail even in fast-paced, high-pressure situations.
• Excellent written and verbal communication skills with a polished, professional, and empathetic demeanor when interacting with clients and colleagues.
• A natural inclination to respond promptly to emergency travel requests, with the ability to handle high-stress situations, make quick and effective decisions, and provide expert guidance while consistently upholding the VIP standard of service.
• A polished and professional demeanor when interacting with clients and colleagues.
• Proficiency in handling multiple urgent tasks simultaneously while maintaining efficiency and quality in each interaction.
• The capacity to make quick and effective decisions to resolve travel-related issues promptly.
• Excellent communication skills to keep clients informed and reassured throughout the travel process.
• A deep commitment to delivering exceptional customer service with a focus on client satisfaction.
• Comfortable and proficient in using travel booking systems and various communication tools.
• Strong technical aptitude with the ability to troubleshoot and adapt to new technologies
• Self-motivated with the ability to work independently and manage tasks successfully
• Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data.