Andrew Harper delivers highly personalized concierge and travel services for our members. Member expectations require immediate responsiveness, fully researched proposals tailored to their individualized preferences, and flawless service delivery Andrew Harper’s Travel Support Specialists (TSS) are the first point of contact for all member calls, web requests, and chats. The TSS connects our members with the appropriate staff member/advisor by phone or email. This position is designed to assist the advisors in providing the highest level of personalized service.

• Answer all calls that come into the front desk and qualify the call to ensure they are getting the member to the right advisor or staff member.
• Collect and document all web requests and chats prior to moving them along to the proper advisor or staff member.
• Assist the Travel Advisor with follow up to client as well as tasks to keep them on top of all elements of the trip they are planning.
• Attach all required documentation to Res Cards to include confirmations, itineraries, passports, vendor invoices, etc.
• Invoice all confirmed reservations for the Travel Advisor to allow them to service more members.
• Update all Leisure profiles in Client Base with proper membership information and expiration.
• Update Client Base with all information from Passenger Information forms provided by the Travel Advisor.
• Send Guest Arrival Notices on all Reservations to reconfirm all details prior to travel/check in.
• Process all changes and cancellations in Client Base for the Advisor and set up a task for Supervisor, Travel Services to change in the back office.
• Set Reminders and Tasks in Client Base for the Travel Advisor to follow up on.
• Create Umapped itineraries on behalf of the Travel Advisor to send out to their clients and back up Documentation Specialist to process physical documents.
• Update Umapped blocks of text to help put together more comprehensive itineraries.
• Process Concierge requests on behalf of the Travel Advisor.
• Call hotels, cruise lines and other vendors on behalf of the Travel Advisor to request that confirmations be provided.
• Send helpful hints after the initial reservation is made. Include information on Travel Insurance, Luggage Forward and Visa information, etc.
• Assist advisor with Sig Tour documentation and invoicing. Be sure all elements of the trip are properly branded RCS and AH for add-ons.
• Assist, sign up or renew members when membership team is not available.
• Multi-task to ensure that every matter pertaining to any client is addressed timely and appropriately, always meeting deadlines, and taking the initiative to learn, practice and expand their skills, all while attaining the client’s objectives.
• Maintain Andrew Harper brand sanctity and brand position as the leading authority on high-touch, high service, and high expectation travel amongst the most discerning travelers.
• Provide support and guidance to your colleagues as it relates to your destination knowledge and areas of expertise to help them better service our members.
• Meet with Travel Advisor before they leave and when they return to ensure all of the client’s needs are being addressed.
• Act as your advisor when the advisor is out of the office and be available for all of their member’s needs.
• Any other duties as assigned by the supervisor.

• All Travel Support Specialists are required to coordinate their work schedule with the supervisor, and other members of the department, including scheduling meal breaks, to ensure that proper coverage of telephones and workload is in place at all times within the department.
• All Travel Support Specialists must show respect to their superiors, peers and subordinates, demonstrate a willingness to work as a team player at all times, support their colleagues, proactively participate in discussions, share experiences, help build consensus and demonstrate enthusiasm when new policies and initiatives are instituted.
• Must demonstrate eagerness, enthusiasm and immediate responsiveness in all company matters, including, immediately committing to participating in new assignments when e-mails are sent to department members for new assignments.
• Provide updated information on all company matters, as requested.
• Attend all department, company-wide meetings and other functions and contribute to the success of said events.

• Must possess excellent verbal communications skills, including, but not limited to, listening, speaking respectfully at all times, responding thoughtfully and never reactively, aggressively or inappropriately to anyone.
• Strong interpersonal communication skills in all modes of communication, whether by phone, email, text, etc.
• Displays a positive attitude, always acting tactful, enthusiastic, friendly, respectful and considerate at all times.
• Cooperates and devotes time and effort into building strong working relationships inside and outside of the office.
• Minimizes conflict and assists with conflict resolution, when it arises.
• Readily assumes their share of responsibility for mistakes and seeks an immediate resolution that is best for the client, with all increased costs not billed or revealed to the client (wherever possible).

• High School Diploma or equivalent required; college degree strongly preferred
• A minimum of 2+ years in leisure travel or prior experience at Andrew Harper or similar agency.
• Must possess strong attention to detail.
• Luxury leisure travel experience preferred.
• Demonstrate an ability to positively represent, support, and contribute to Andrew Harper’s business.
• Demonstrate strong oral and written communication skills, that are clearly and concisely stated.
• Ability to apply common to cost-effective solutions.
• Competence in operation of telephone, calculator, copy machine, facsimile, personal computer/keyboard, Microsoft Office including Word, Excel and MS Outlook. Some experience with Client Base software and all current travel technology tools is preferred.
• Excellent time management skills.
• Must possess a positive attitude and the ability to smile under all circumstances.
• Neat, clean, professional at all times throughout the workday and/or whenever present in the community.
• Demonstrates ability to diffuse and respond to client concerns to avoid escalation of a problem.
• Trustworthy, honest and maintains strong personal integrity.