Job Summary
Supports all university corporate and deployed travel office operations. This includes acting as trusted business advisors with campus departments and coordinating/planning complex domestic and international group travel. Also requires advanced knowledge of international study programs, continuing education programs, and study abroad team and individual travel. In addition, this position is required to appropriately manage heavy general corporate travel office volumes. Under the direction of the corporate travel manager this position also participates in and leads process improvement and other travel office projects.
Primary Responsibilities
Travel & Logistics Management for Individual, Department, and Group Travel (70%)
- Consults/strategizes with university departments to develop advanced logistical travel plans and event coordination such as APCC, career connect, choir, etc.
- Works with university personnel to book and execute complex domestic and international air, hotel, and rental car individual and group itineraries.
- Manages and makes decisions regarding ticket refunds and exchanges, upgrades, waiving fees, and clearing seating preferences.
- Advises customers on BYUH's trip spend authorization process, expense management tools, and campus travel policies and procedures.
- Manages 24-hour after-hour travel emergency calls.
- Reviews prior day's transactions and determines if additional actions/corrections should be made. If actions/corrections are necessary and incumbent executes appropriate actions.
- Arranges and executes campus customer service visits to address BYUH Travel Office performance issues and gather feedback.
- Assists in managing unused tickets.
International Travel Support (15%)
- Performs duties in booking and executing complex domestic/international group air, hotel, rental car, and other travel related itineraries.
- Participates in discussion with university guest travelers overseas.
- Manages key hotel, car rental, airline, and travel partner group contracts.
- Maintains key customer relationships in international church offices such as Self Reliance Managers.
Process Improvement and Initiative Support (10%)
- Assist in department improvement projects and leads them through to execution.
- Assist with department focus groups to gather university feedback.
- Travels on behalf of department as needed. (Represents BYUH Travel at industry conferences and events). Upon returning from travel, the incumbent present's information gathered and trains the BYUH Travel team on acquired knowledge and skills.
Strategic Sourcing Relationship Management (5%)
- Coordinating with travelers to make sure requirements for passports and visas around the world are met before traveling.
- Maintain relationships with various preferred partners including airlines, hotels, car rental companies, rail/train, passport, and visa expeditors.
- Sustain network with alumni around the world if any has Airbnb, car rentals, and other businesses that can be patronized by university travel.
Minimum Qualification and Experience Requirements
- Bachelor's degree, preferably in business management, travel & tourism, geography, or related field, and two years full-time experience OR the equivalent combination of education and experience.
- Two years relationship management experience in travel or related field (concurrent with 2 years of experience above) preferred.
Skills
- Proficiency in leading initiatives and insuring accountability toward success.
- Advanced personal computer skills and demonstrated advanced proficiency using the SABRE airline booking system.
- Experience should demonstrate broad understanding: strategic sourcing, contract management, airline computer reservation systems, geography, and fare construction, etc.
- Seasoned skills of consulting with travelers to analyze and secure the best travel options with a focus on the lowest fare.
- Thorough and detailed knowledge of and accountability to industry (ARC) and departmental travel accounting procedures and requirements.
- Excellent interpersonal and communication skills, both oral and written. Interacts with employees at all levels in the organization to collect or disseminate complex and detailed information.
- Ability to handle complex issues and problems requiring independent analysis and good judgment.
- Ability to manage a high volume of booking activity with competence, accuracy, and efficiency.
- Ability to prioritize work and meeting deadlines.
- Advanced understanding of web-based booking tools and distressed inventory distribution.
- Proficient in leisure, tours, and group travel bookings.
- Excellent customer service orientation.
Preferred
- Specialized training in passport and visa issuance is preferred. Other specialized training and/or certification in cruises, vacation planning and consolidator ticketing are preferred.
Decisions Made
- Makes daily decisions regarding use of department resources for emergency travels especially when students, faculty and staff have travel disruptions.
- Provides expertise and best recommendations and practices for advanced logistical plans and event coordination.
- How to successfully prioritize heavy workloads.
- How to assist customers after hours in emergency situations; also qualifies after hours calls and prioritizes necessary action.
- Makes any necessary emergent decisions for emergency calls and for on-site event support (e.g., additional airfare vs. overnight stays, event space setup, room type and room amenities, access to partner premium services).
- Adjusts logistics planning when reviewing prior days' transactions.
- Determines required process/action to ensure necessary travel visas are acquired before travel (e.g., standard, expedited, or overnight processing).
- Selects appropriate meeting schedules for preferred partner visits to present critical product information and updates to BYUH Travel team.
- Negotiates contracts with travel partners and decides upon appropriate contract amendments and addendums.
- No referred decisions made.
Benefits
- 401(k) matching
- Tuition benefits for employee and qualified dependents
- Medical and Dental
- Short-and Long-term disability benefits
- Paid parental and maternity leave
As an educational institution affiliated with The Church of Jesus Christ of Latter-day Saints, BYU-Hawaii prefers to hire qualified members of the Church in good standing, as authorized under 41 C.F.R. § 60-1.5 (a)(6). To be eligible for employment, applicants who are members of the Church must hold and be worthy to hold a current temple recommend and receive a clearance from the Church's Ecclesiastical Clearance Office. Job applicants must be able to meet these conditions to advance through the hiring process successfully. An expired temple recommend will prevent consideration for hire.
Approximate starting salary:
$62,500 - $76,400
The wage offered could be above or below range based on education and experience as it relates to the job description.