• 16-Oct-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 over 1,800 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 Air Agent, Frontline supports Virtuoso membership by providing comprehensive quotes and advice on how to best use the Virtuoso agreements to lead to higher commissions or bulk rates to increase their profitability while still determining the best routing and ease of transaction for both the member and consumer.


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

  1. Virtuoso Air requests: Build itinerary options for member requests utilizing Virtuoso Air contracts to offer upfront commission & net offers. All bookings that are built by Virtuoso will include multiple options to ensure the Virtuoso member is educated on possible flight options.
  2. Answer incoming phone calls and email (with the possibility of chat and social media) from Virtuoso members to assist with itinerary building, pricing options and contract questions. The emphasis is on pro-active selling of the Virtuoso preferred suppliers and finding the option that meets the member's needs to close the sale.
  3. Maintain up to date knowledge of Virtuoso Air Contracts with all preferred suppliers to advise Virtuoso members of their profit opportunities.
  4. Maintain personal agent queues for automated QC & schedule changes.
  5. Utilize excellent customer service skills to assist Virtuoso members with resolving issues with their customer's travel arrangements.
  6. Attend required Virtuoso Air trainings for purposes of the day to day operational needs of the department.
  7. Answer incoming chat conversations from Virtuoso members to assist with simple inquiries regarding services, contracts or record locators.
  8. Virtuoso Air eGlobal requests: Respond to itineraries built by the members via the online booking system. Confirm held bookings with confirmation of request that is inclusive of the applicable commission and fare rules. Set up reservations for ticket issuance when requested by member.
  9. Monitor status changes and queues for the online booking tool.
  10. Quote exchanges that are guaranteed by the GDS to the members who request changes via the online booking tool.
  11. Assisting the Document Fulfillment team with Automated exception ticket request as needed.
  12. Have a basic understanding of the of IAR, ARC, invoicing & Virtuoso Air back-office procedures to reduce the amount of errors on the daily report.


Educational and skills requirements:

  • High School Diploma
  • Travel Industry School or equivalent
  • International tariff training
  • 2+ years of customer service and international travel industry experience
  • Sabre, Apollo, & Amadeus experience or the ability to learn
  • 2+ years working with multiple international airline agreements
  • CTA/CTC preferred
  • Excellent written and verbal skills
  • Fluent in Spanish a plus
  • Ability to multitask, prioritize, and problem solve in a deadline driven environment
  • Proficiency in MSWord, MSExcel, PowerPoint and Outlook
  • Applicable Virtuoso Air Certification Courses for job function
  • Annual required Virtuoso Air Continuing Education credits


Type/Nature of Contacts:

External: Daily contact with Airline sales representatives, tariff departments, reservation desks and Virtuoso members including owners, managers, and front-line counselors.

Internal: Daily contact with Virtuoso 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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