Job Description
Balboa Travel is seeking experienced travel agents to support our VIP, after-hours, and corporate teams on a dedicated account.. This role requires outstanding customer service, strong international travel knowledge, exceptional attention to detail, and the ability to manage complex travel arrangements under time-sensitive and after-hours conditions.
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The ideal candidate is calm under pressure, highly resourceful, discreet, and comfortable handling last-minute changes, disruptions, and highly personalized requests while maintaining the highest level of professionalism and confidentiality.
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Key Responsibilities
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- Provide 24/7/after-hours travel support to VIP and high-profile clients.
- Manage complex domestic and international itineraries, including multi-city, multi-country, and last-minute travel.
- Arrange and modify air, hotel, car rental, private transportation, and other travel services.
- Handle urgent itinerary changes, cancellations, delays, missed connections, schedule changes, and other travel emergencies.
- Proactively monitor VIP itineraries and identify potential disruptions before they affect the client.
- Provide highly personalized service based on each client's preferences, travel history, and individual requirements.
- Coordinate premium and luxury travel arrangements, including business- and first-class air travel and preferred hotel accommodations.
- Demonstrate strong knowledge of international geography, airports, airlines, time zones, visas, passports, entry requirements, and international travel procedures.
- Provide guidance regarding international travel requirements and coordinate with appropriate resources when specialized documentation or destination information is required.
- Work directly with airlines, hotels, transportation providers, travel suppliers, and VIP contacts to resolve issues quickly and discreetly.
- Maintain accurate client profiles, preferences, notes, and travel records.
- Protect confidential client information and demonstrate exceptional discretion at all times.
- Communicate clearly and professionally by phone, email, messaging, and other after-hours communication channels.
- Work independently while making sound decisions in high-pressure situations.
- Maintain detailed documentation of after-hours activities and handoffs to daytime travel teams.
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VIP Service Skills
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- Exceptional white-glove customer service and relationship-management skills.
- Ability to anticipate client needs rather than simply respond to requests.
- Strong understanding of the expectations and service standards associated with VIP, executive, and high-net-worth travelers.
- Professional, polished, discreet, and confident communication style.
- Excellent problem-solving and decision-making skills during travel disruptions.
- Ability to remain composed and solutions-focused in high-pressure situations.
- Strong attention to detail and commitment to delivering a seamless client experience.
- Ability to manage sensitive or demanding situations with tact and diplomacy.
- Demonstrated ability to build trust and long-term relationships with discerning travelers.
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Sabre GDS Expertise
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- Advanced working knowledge of Sabre GDS.
- Ability to efficiently create, modify, reissue, exchange, and cancel air reservations.
- Strong understanding of PNR creation and management.
- Proficiency with fare displays, availability, schedules, ticketing, exchanges, refunds, and itinerary management and strong knowledge of NDC is highly preferred.
- Ability to research complex international routings and identify alternative flight options quickly.
- Experience handling schedule changes, irregular operations, waitlists, seat assignments, special service requests, and other airline-related requirements.
- Ability to troubleshoot complex reservation and ticketing issues independently.
- Strong understanding of airline fare rules and international ticketing procedures.
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International Travel Expertise
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- Extensive knowledge of international destinations, airports, airlines, and routing options.
- Familiarity with international travel regulations, entry requirements, visas, passports, and destination-specific considerations.
- Knowledge of international time zones and ability to accurately manage travel across multiple regions.
- Experience arranging complex international and multi-destination itineraries.
- Understanding of premium cabin products, international airline services, airport lounges, and VIP travel experiences.
- Ability to quickly research and adapt to changing international travel requirements.
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Qualifications
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- 5+ years of professional travel-agent or corporate/VIP travel experience preferred.
- Strong Sabre GDS experience required.
- Proven experience supporting VIP, executive, luxury, entertainment, corporate, or high-net-worth travelers strongly preferred.
- Demonstrated international travel and complex itinerary experience.
- Excellent written and verbal communication skills.
- Strong computer, research, organizational, and multitasking abilities.
- Ability to work independently with minimal supervision.
- Exceptional attention to detail and follow-through.
- Ability to work evenings, nights, weekends, holidays, and other after-hours shifts as required.
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Position Details:
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- Job Type: Full-time
- Location: Remote (Open to candidates based in the 50 United States)
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Benefits:
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- 401(k) plan
- Health, dental, and vision insurance
- Paid time off
- Reimbursement for internet expenses
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