Work Schedule Mon-Fri 9:30am-5:30pm Alternating Saturdays: (1-2 Saturdays per month)
Sells travel agency products and services to clients, focusing on promoting preferred and group products while ensuring the delivery of Five Diamond Service; builds relationships with clients and travel partners; supports the daily success of branch operations by contributing to membership service. Achieves assigned standards for sales and service. Adheres to the Club Service Excellence Standards with all interactions.
Interviews clients to determine their needs and preferences. Provides advice and recommendations and completes the sale of travel department products and services (including tours, cruises, airline tickets, car, hotel, rail and travel insurance), focusing on promoting Club-owned, preferred and group products; collects payments and processes the receipt of monies according to department procedure; keeps travel client informed of revisions or changes in scheduling; maintains client files. Maintains contact with client before and after client has returned from travel.
Processes all travel reservation activity through the appropriate travel and accounting systems; follows department, ARC, WISP (Written Information Security Policy), other federal government regulatory procedures and guidelines, ensuring accuracy and minimizing errors; informs manager of any glitches or inconsistencies in systems.
Ensures the delivery of Five Diamond Service and Service Excellence in travel and branch operations; builds relationships with each client, to engender loyalty to Club products and services; acts as member of branch team and supports Club policies and procedures for delivery of service.
Proactively grows client base, works with current clients and local community to increase sales.
Deepens and broadens knowledge of travel products and services; stays informed of “hot” destinations and capitalizes on Educational Travel Program policy to enhance destination knowledge; participates in Club sales and product training; develops understanding of industry regulations and restrictions. Independently completes Travel Partner training programs earning necessary certifications
Makes decisions and resolves problems when needed, using AAA’s Five Diamond service standards in the handling of unique circumstances and member complaints; advises members of AAA policies and utilizes all available resources to provide positive alternatives to resolving conflicts.
Works with other departments, including but not limited to; Travel Accounting, Product, Business Operations, Training, and Member Relations to coordinate and gather appropriate information for the member or department issues.
Ensures adequate supply of travel brochures and other related information; keeps displays full and current; informs manager, if support information for department products and services is needed.
May participate in travel department promotions and functions; may escort s group tours.
Cross sells other Club products and services, Global Money, AAA Visa.
Other duties may be assigned
Performs job duties according to department policies, procedures and practices within scope of authority.
High School diploma or GED required
1 year sales experience required
2 years travel industry experience preferred
Skills & Abilities:
Ability to schedule and plan activities so that the member may achieve their goals and priorities in the time available.
Ability to research a variety of options and discern / prioritize and present the most appropriate to the goal.
Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.
Encourage, build, and maintain mutual trust, respect, and cooperation with others.
Ability to proactively and consistently close sales and generate referral opportunities by assessing customer needs, cross selling and up selling products and services.
Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations.
Ability to read maps and utilize navigation resources, including but not limited, to GPS.
Ability to maintain confidentiality.
Ability to read and follow work rules, safety practices, and work procedures.
Ability to operate a computer with relevant software applications.
AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.