Air Back Office Specialist

BASIC PURPOSE: Responsible for supporting Revenue Management processes and handling all post ticketing changes with the goal of maximizing net ticket revenue and executing our service standards.

POSITION RESPONSIBILITIES:

Assist with inbound calls from internal and external customers to provide information on the Air program, resolve problems, answer general questions, and assist as needed.

Resolve all post ticketing schedule changes, discrepancies, and reservations not in compliance.

Continuously monitor all the respective queues in Amadeus Management Center and resolve in a timely manner.

Monitor and resolve all reservations in the Air review Queue in Seaware.

Review flight recommendations in GDS platform to select the most economical fares, based on Air standards and vessel arrival/departure times.

Perform post ticketing quality assurance checks on all air reservations/PNRs assigned for accuracy and ensure all is within compliance of service standards.

Execute the "Travel with Guarantee" program by rebooking qualified guests on the same flight itinerary.

Identify, escalate, and follow up on any reservation or flight errors in a timely manner with minimal to no impact to the guests.

Answer and handle all incoming requests from the Resolution Desk in a timely manner.

Interact frequently with the respective airlines to negotiate waivers, make name updates, and other changes as needed.

Effectively communicate with the ship on any flight updates, changes, and discrepancies that might occur when guests are currently onboard.

Assist with flight monitoring operations as needed.

Maintain current knowledge of the Airline industry and Norwegian Cruise Line company trends.

Perform other job-related functions as assigned.

KNOWLEDGE AND EXPERIENCE:

EDUCATION: High school diploma or equivalent. Associates Degree, or Travel Agency School Certification preferred, or any equivalent combination of relevant background and work experience.

EXPERIENCE: Minimum 2 years' experience with a cruise line/Tour operator and/or airline reservations experience. Familiar with airline policy and procedures, and contract pricing, preferred.

KNOWLEDGE & SKILLS: Strong analytical skills to research and resolve discrepancies. Knowledge of or ability to learn revenue management concepts, tools, and strategies. Intermediate level proficiency with Microsoft Office. Ability to manage multiple responsibilities at once. Must be able to thoroughly document work as needed. Must be detail oriented and have an ability to work effectively in a team-based environment. Possess excellent written and verbal communication skills.

Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law | EEO is the law GINA Supplement

Applicants have rights under Federal Employment Laws. FMLA | EPPA |