• 25-Jul-2019 (PST)
  • Fort Worth, TX, USA
  • Full Time

Virtuoso is the leading international travel agency network specializing in luxury and experiential travel. The by-invitation only organization comprises over 1,000 travel agency locations with 20,000 elite travel advisors in over 50 countries through North America, Latin America, the Caribbean, Europe, Asia-Pacific, Africa and the Middle East. Drawing upon its preferred relationships with 1,700 of the world's best hotels and resorts, cruise lines, airlines, tour companies and premier destinations, the network provides its upscale clientele with exclusive amenities, rare experiences and privileged access.


Position Summary: The Specialist, Global Member Services, has an overall goal to support the GMP team and Members in achieving annual network sales and engagement goals and to help deliver maximum benefits for the Members. This will be done by working with the GMP team to provide operational support of member programs, products and services.  This position will also manage the day-to-day service and support for members and develop and maintain member reports and data.


Essential duties and responsibilities include the following.  Other duties may be assigned.   

  1. Manages Virtuoso Events for GMP Team including Virtuoso Travel Week Global, Tours, Forum, Symposium, ILTM and Chairman's including scheduling appointments, table assignments, communications, reports, allocations, request to attend and waitlist processes, registration assistance and collateral. Provides event support for National and Global accounts. Represents the team on the Virtuoso Travel Week Steering Committee.
  2. Provide outstanding member service and manage issues/inquiries from GMP Team and Members as well as responding to questions/inquiries regarding all sales, marketing, and operational issues raised.
  3. Develop Engagement and utilization reports/analysis for member agencies to support GMP in maximizing Member Engagement and the Strategic Collaboration Process. This includes collaboration with Business Intelligence Team for updated domo reports, research and National Account reporting.
  4. Participates in the development and is responsible for the operational of new member onboarding supporting growth in the US and Canada in coordination with Regional Directors and Account Managers.
  5. Communication and material support:
    • Develop, manage, and maintain Owner/Manager and Department content on Virtuoso Websites
    • Develop and maintain documentation, collateral and presentations for member sales calls and events which includes one sheets for sales calls, strategic collaboration and Master benefits PowerPoint
    • Support for strategic collaboration including process, updating mapping, rollout communications for new projects tie to strategic goals, documentation, and reporting.
  6. Represents the team on internal and member committees including managing communications, roll out plans, reporting and documentation.
  7. Develops and manages reports and department databases to track Member attendance for Virtuoso events, member meetings, revenue, segmentation, contacts, and allocations.
  8. Actively engage members through programs such as focus groups, interactive sessions, and in agency meetings. Assist in conducting research and surveys with Members in the US and Canada and create supporting reports to provide information needed for developing meeting agendas and content, program recommendations, database audit, and develop new programs, products and services.
  9. Responsible for management and operations of Global Virtuoso Member Award nomination process for all regions.
  10. Responsible for the Member elections of Advisory Boards and Committees process.
  11. Provide feedback from Members to help Virtuoso departments adapt services, benefits, and products needed to fulfill Member and consumer needs. Liaison with GMP Operations, Virtuoso Professional Development, Agency Services and Global Preferred Product departments for coordinating campaigns, marketing, training/professional development opportunities, and Member Communications.


Educational and Skills Requirements:

  • Bachelor's degree in Business, Communications, Marketing, Travel Industry Management, or related field
  • 4+ years Travel Industry Sales or Account Management/Customer Service experience required; CTA/CTC preferred
  • Experience with or working knowledge of travel agencies
  • Highly motivated, results driven individual with a demonstrated ability to work collaboratively within diverse organization.
  • Ability to multitask, prioritize and problem solve independently in a deadline driven environment.
  • Excellent communication skills in working with a variety of customer needs and skills, ranging from visionary company owners to detail-oriented back office accountants. Ability to relate well to individuals on one-to-one basis, including in telephone relationships and larger group presentation settings.
  • Proven ability to thrive in an environment where you work independently and are self-motivated
  • Highly proficient in MSWord, Outlook with a strong emphasis on Excel and PowerPoint Strong work history reflecting proven project management skills
  • Highly proficient in MSWord, Excel, PowerPoint, SharePoint, Domo and Outlook
  • High degree of familiarization with CRM database especially Microsoft Dynamics (Sales Force, ACT or other) and DocuSign
  • Travel required both domestic and international


Type/Nature of Contacts:

External:  Daily contact with agency owners/managers, front-Line advisors, vendors and partners, industry organizations and prospective Members

Internal:  Daily contact with Virtuoso management and staff


Virtuoso offers a competitive salary and full benefits package, including medical/dental/vision/life, a company matched 401(k) savings plan, and more. Virtuoso is an equal opportunity employer, dedicated to promoting a diverse workforce.

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