Torchora
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Key Responsibilities and Required Skills for a Travel Support Specialist

💰 $45,000 - $65,000

Customer ServiceTravel & HospitalityCorporate ServicesAdministration

🎯 Role Definition

This role requires a proactive and highly organized Travel Support Specialist to join our dynamic team. In this pivotal role, you will be the central point of contact for all corporate travel needs, meticulously managing everything from booking and logistics to real-time support. The ideal candidate is a problem-solver at heart, dedicated to providing a five-star service that ensures our travelers have smooth, efficient, and policy-compliant journeys. You will leverage your expertise in travel systems and regulations to offer cost-effective solutions while navigating the complexities of domestic and international travel with confidence and precision.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative (with a focus on complex inquiries)
  • Administrative Assistant or Executive Assistant
  • Hotel Front Desk Agent or Hospitality Coordinator

Advancement To:

  • Senior Travel Support Specialist or Team Lead
  • Corporate Travel Manager
  • Global Mobility Specialist

Lateral Moves:

  • Vendor Management Specialist (Airlines, Hotels)
  • Event and Meeting Coordinator

Core Responsibilities

Primary Functions

  • Expertly research, book, and manage all travel arrangements, including domestic and international flights, hotel accommodations, car rentals, and ground transportation.
  • Serve as the primary point of contact for travelers, providing timely and professional support for all inquiries, changes, and last-minute requests.
  • Proactively monitor travel itineraries for potential disruptions such as delays or cancellations and communicate alternative solutions to travelers in real-time.
  • Ensure all travel bookings strictly adhere to company travel policies and procedures, providing guidance to employees on compliance and preferred vendors.
  • Skillfully navigate and operate Global Distribution Systems (GDS) such as Sabre, Amadeus, or Galileo to secure the most efficient and cost-effective travel options.
  • Manage and resolve complex travel-related issues, including missed connections, lost luggage, and emergency situations, often requiring after-hours support.
  • Prepare and distribute detailed travel itineraries and pre-trip documentation, ensuring all necessary information is accurate and accessible to the traveler.
  • Assist employees with visa applications, passport renewals, and other international travel documentation requirements, liaising with consulates and visa services as needed.
  • Maintain and update traveler profiles with personal details, preferences, and loyalty program information to personalize the booking experience.
  • Provide end-to-end support for group travel, meetings, and corporate events, coordinating logistics for multiple attendees.
  • Build and maintain strong relationships with travel vendors (airlines, hotels, car rental agencies) to negotiate rates and resolve service issues effectively.
  • Process travel-related financial transactions, including payments, refunds, and exchanges, ensuring accurate record-keeping for reconciliation.
  • Educate and train new employees on the company's travel policy, booking procedures, and the use of online booking tools like Concur.
  • Conduct thorough quality checks on all reservations to guarantee accuracy in dates, names, and all other booking details before ticketing.
  • Advise travelers on safety protocols, travel advisories, and health requirements for their destinations to ensure their well-being.

Secondary Functions

  • Generate and analyze travel data reports to identify spending trends, cost-saving opportunities, and policy compliance gaps.
  • Assist in the reconciliation of corporate credit card statements and expense reports related to travel.
  • Provide feedback and suggestions for the continuous improvement of the corporate travel program, policies, and booking tools.
  • Manage relationships with our Travel Management Company (TMC), acting as a liaison to address systemic issues and service enhancements.
  • Stay current with new travel industry technologies, regulations, and best practices to enhance the efficiency and quality of our travel support.
  • Support ad-hoc data requests and exploratory data analysis related to travel spend, booking patterns, and vendor performance.
  • Contribute to the organization's data strategy and roadmap by providing insights on travel-related metrics.
  • Collaborate with business units to translate data needs, such as departmental travel budgets and forecasting, into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team when developing travel-related analytics dashboards.

Required Skills & Competencies

Hard Skills (Technical)

  • GDS Proficiency: Deep, hands-on experience with at least one major Global Distribution System (Sabre, Amadeus, Apollo/Galileo).
  • Online Booking Tools (OBTs): Expertise in using and supporting corporate travel platforms like SAP Concur, TripActions, or Egencia.
  • Microsoft Office Suite: Strong proficiency in Outlook, Word, and Excel for communication, documentation, and basic reporting.
  • International Travel Knowledge: Comprehensive understanding of international fare construction, ticketing rules, visa requirements, and geography.
  • CRM Software: Experience using customer relationship management systems for tracking traveler communications and issues.
  • Reporting & Analytics: Ability to pull and interpret basic travel data reports to provide business insights.

Soft Skills

  • Exceptional Communication: Clear, concise, and empathetic communication skills, both written and verbal, for interacting with travelers and vendors.
  • Problem-Solving & Critical Thinking: The ability to think quickly on your feet, assess complex situations, and implement effective solutions under pressure.
  • Impeccable Attention to Detail: A commitment to accuracy in every booking, itinerary, and communication to prevent errors and ensure a seamless experience.
  • Customer Service Excellence: A genuine passion for helping others and a relentless focus on providing a high-quality, positive traveler experience.
  • Time Management & Multitasking: Proven ability to prioritize and manage multiple urgent tasks simultaneously in a fast-paced environment.
  • Adaptability & Resilience: The capacity to remain calm, professional, and effective during travel disruptions or emergencies.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's or Bachelor's degree, or a certificate/diploma from a recognized travel and tourism institution (e.g., IATA, The Travel Institute).

Relevant Fields of Study:

  • Hospitality and Tourism Management
  • Business Administration
  • Communications

Experience Requirements

Typical Experience Range: 2-5 years of direct experience in a travel-related role.

Preferred:

  • Prior experience working in a corporate travel department or for a Travel Management Company (TMC) is highly desirable.
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