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Key Responsibilities and Required Skills for Travel Operations Technician

💰 $55,000 - $85,000

Travel & HospitalityOperationsTechnologyCustomer Support

🎯 Role Definition

The Travel Operations Technician is the technical backbone of our travel services team. This role serves as a crucial link between our travel consultants, our clients, and the complex web of technology that powers modern corporate travel. More than just a booking agent, the Technician is a problem-solver, a quality control expert, and an efficiency driver who ensures our systems and processes run flawlessly. They are the go-to specialists for troubleshooting Global Distribution Systems (GDS), managing Online Booking Tools (OBT), and ensuring every single reservation meets the highest standards of accuracy, compliance, and cost-effectiveness. This position demands a unique blend of deep technical aptitude, meticulous attention to detail, and a comprehensive understanding of the travel industry's operational intricacies.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Corporate Travel Consultant / Agent
  • IT Help Desk Specialist (with travel industry experience)
  • Airline Reservations or Ticketing Agent

Advancement To:

  • Senior Travel Operations Technician
  • Travel Technology Manager
  • Operations Team Lead or Supervisor

Lateral Moves:

  • Travel Technology Implementation Specialist
  • Travel Data Analyst

Core Responsibilities

Primary Functions

  • Execute and manage complex international and domestic travel reservations, including air, car, hotel, and rail, utilizing a Global Distribution System (GDS) like Sabre, Amadeus, or Travelport.
  • Conduct meticulous quality control audits on all PNRs (Passenger Name Records) to guarantee accuracy, policy compliance, and the inclusion of all necessary traveler data and preferences.
  • Act as the first and second-level technical support for internal agents and external clients experiencing issues with GDS functionalities or Online Booking Tools (OBTs) like SAP Concur.
  • Process all aspects of airline ticketing, including complex fare constructions, exchanges, reissues, and refunds, ensuring strict adherence to IATA regulations and airline-specific rules.
  • Monitor and actively manage GDS queues for schedule changes, waitlist clearances, ticketing deadlines, and other critical alerts, taking prompt and appropriate action.
  • Troubleshoot and resolve booking failures, system synchronization errors, and data discrepancies between the GDS, OBTs, and mid/back-office systems.
  • Build, test, and deploy GDS scripts and automation routines to streamline repetitive tasks, reduce manual errors, and improve overall operational efficiency.
  • Manage and apply unused ticket credits and waivers effectively, tracking their value and ensuring they are utilized to maximize client savings.
  • Provide expert guidance and support to travelers and arrangers on navigating OBTs, setting up profiles, and understanding travel policy configurations.
  • Liaise directly with airline representatives, hotel partners, and other travel vendors to resolve complex booking issues, confirm special requests, and negotiate on behalf of the client.
  • Ensure all reservations and ticketing activities are compliant with TSA Secure Flight, APIS, and other international travel security requirements.
  • Process and reconcile financial transactions through ARC (Airlines Reporting Corporation) and BSP (Billing and Settlement Plan) reporting and settlement procedures.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis to identify booking trends, savings opportunities, or operational bottlenecks.
  • Contribute to the organization's data strategy and roadmap by providing user-level feedback on system performance and data quality.
  • Collaborate with business units and account management teams to translate client data and reporting needs into actionable technical requirements for our systems.
  • Participate in sprint planning, daily stand-ups, and other agile ceremonies as a key member of the operational and technology teams.
  • Assist in the configuration, testing, and implementation of new client profiles and policies within our OBT and GDS environments.
  • Develop and maintain comprehensive documentation and training guides on GDS best practices, OBT features, and internal operational workflows.
  • Stay informed on emerging travel technologies, GDS product enhancements, and evolving airline industry standards to recommend process improvements.
  • Participate in the testing and validation of new software releases, system integrations, and GDS updates before they are rolled out to the broader team.
  • Support after-hours emergency travel services on a rotational basis, providing swift and effective solutions for travelers facing urgent issues.
  • Generate and help interpret operational performance reports related to ticketing volume, agent productivity, OBT adoption, and system uptime.

Required Skills & Competencies

Hard Skills (Technical)

  • GDS Mastery: High-level proficiency in at least one major Global Distribution System (Sabre, Amadeus, Travelport) is non-negotiable, including advanced formats and native-mode commands.
  • Ticketing & Fare Expertise: Deep knowledge of airline ticketing procedures, fare construction, exchanges, refunds, and complex international fare rules.
  • OBT Administration: Hands-on experience supporting and troubleshooting major Online Booking Tools such as SAP Concur, Cytric, or GetThere.
  • GDS Scripting: Proven ability to build, modify, and troubleshoot scripts or automation tools within the GDS environment to enhance efficiency.
  • ARC/BSP Reporting: Solid understanding of and experience with Airlines Reporting Corporation (ARC) and/or Billing and Settlement Plan (BSP) processes and reconciliation.
  • Back-Office Systems: Familiarity with travel-specific mid and back-office accounting systems (e.g., TRAMS, TravCom, Agresso).
  • Data Analysis: Proficiency in Microsoft Excel for creating reports, pivot tables, and performing basic data analysis.

Soft Skills

  • Meticulous Attention to Detail: An unwavering commitment to accuracy and precision, especially when handling complex booking data and financial information.
  • Analytical Problem-Solving: The ability to logically diagnose technical and operational problems, identify the root cause, and implement effective solutions under pressure.
  • Clear & Concise Communication: Excellent written and verbal communication skills to effectively explain technical issues to non-technical users and collaborate with team members.
  • Resilience & Composure: The capacity to remain calm, focused, and effective in a fast-paced, high-volume environment where priorities can shift rapidly.
  • Organizational Prowess: Strong time management and organizational skills to juggle multiple tasks, manage competing deadlines, and maintain a high level of productivity.
  • Proactive & Inquisitive Nature: A self-starter mindset with a genuine curiosity to learn new technologies and continuously seek out process improvements.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent, supplemented by formal GDS certification from a recognized provider.

Preferred Education:

Associate's or Bachelor's degree.

Relevant Fields of Study:

  • Hospitality and Tourism Management
  • Information Technology
  • Business Administration

Experience Requirements

Typical Experience Range:

3-7 years of direct experience in a technical travel operations role, as a corporate travel agent with a strong technical focus, or in a GDS support function.

Preferred:

Experience with multiple GDS platforms, advanced GDS scripting capabilities, and/or experience in a travel management company (TMC) environment is highly desirable.

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