Dec 3

Job: Passenger Services Representative, Criterion Travel (Palo Alto, CA)

Jobs Comments Off on Job: Passenger Services Representative, Criterion Travel (Palo Alto, CA)

Posted by Jayme Tsutsuse (Kyoto-fu, 2013-Present), organizer of Cross-Cultural Kansai.  Click here to join the JETwit Jobs Google Group and receive job listings even sooner by email.

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Position: Passenger Services Representative
Posted by: Criterion Travel
Location: Palo Alto, CA

Overview:

Criterion Travel is a Palo Alto-based tour operator specializing in educational travel. We work with top U.S. affinity organizations to create and operate customized group itineraries worldwide with a strong educational focus. Our tours and cruises are designed for travelers interested in learning more about the destination that the average tourist. Many tours are unique and operate only once. Almost all have expert lecturers who complement what local guides have to say. Tours might feature a combination of land and chartered sea, river, rail or air transportation. Many of our programs provide private access or special features not available to individual travelers or other groups.

Position Description:

The Passenger Services Representative performs a wide variety of administrative, customer service, and other professional travel functions.

The diverse responsibilities and functions of the position require the capacity to abstract, conceptualize, organize, and integrate different sources of information into a coherent and practical frame of reference. The geographic expanse of assigned regions and the diverse range of programmatic services provided contribute to an operational complexity that requires a high level of ability and skills. Independent judgment is required in dealing with day-to-day problems and establishing priorities.

Duties:

• Works with operations managers and client organizations to deliver pre- and post-departure services for group sizes ranging up to 100 participants.
• Maintains and updates ViaTour records with passenger information (ViaTour is Criterion’s Microsoft Access-based passenger database).
• Assists with preparation of pre-departure passenger materials, including confirmations, insurance, pre-departure information mailings, visa information, invoices, and tour staff briefing materials.
• Prepares and reviews all outgoing documents/correspondence to insure accuracy, clarity, proper format, completeness, and conformance with company and client instructions. Keeps a record of incoming and outgoing passenger correspondence within ViaTour.
• Answers questions and corresponds with existing passengers and client organizations regarding trips. This may include giving information on suggested travel dates and routes, program availability, extensions, accommodations (including ships and trains), specific tour excursions, and transportation. This may also include giving advice and assurances regarding health concerns, emergency/safety resources, and US State Department travel warnings.
• Handles all follow-up on passenger forms and information, and ensures payments and forms are received in a timely manner.
• Checks and verifies air and land arrangements to insure continuity with group travel dates, and notifies the appropriate operations manager or ground operator if passengers need extra services.
• Organizes and maintains passenger files. This includes updating and auditing rooming lists, berthing charts, passport manifests, arrival and departure reports, and the passenger record database.
• Prepares trip manifests and other reports to be sent to client organizations, ground operators, and tour staff.
• Shares responsibility for answering phones with other Passenger Services staff.
• Serves as back-up for tours and other tasks handled by the Director of
• Passenger Services and other passenger services team members. This requires basic familiarization with company trip portfolio and ability to answer passenger and client inquiries and requests.
• Reports to Director of Passenger Services. Supports President as needed.

Knowledge and Skills: 

• General knowledge of the travel industry and assigned destinations
• Ability to use online resources for visa requirements, destination information, flight and rail options, health/immunization requirements, and cultural practices
• Excellent written and oral communication skills
• Proficiency in MS Word, including advanced formatting and editing features, and in MS Excel, including simple formulas and data sorting.
• Proficiency in Adobe Acrobat is a plus. Ability to learn new programs quickly.
• Energetic, upbeat, and able to thrive in a collaborative team environment
• Excellent customer service skills and empathy
• Meticulous attention to detail and accuracy
• Ability to handle a large administrative workload while juggling a changing list of priorities.
• Ability to work independently, proactively, and under time pressure with minimal instructions
• Ability to evaluate situations quickly and respond appropriately and tactfully

Application Instructions:

Send your resume in the body of an email to jill@criteriontravel.com. Emails with attachments will be deleted unopened.