Registration Systems Specialist

40% - Manage guest phone calls. Communicate travel itineraries, hotel confirmations, and cancellation policies, via phone, and e-mail to guests. Maintain documentation of all email correspondence regarding guest changes. Coordinate necessary program activity with the back-office system regarding registrations, hotel room inventory, activity selection, and program reporting. Ensure client expectations and guidelines are met. Provide onsite team with supporting documentation and information. Report accurate labor hours daily. Act as program liaison with Meeting Event Manager, clients and third party suppliers.

40% - Maintain and monitor client e-mail boxes and winners' lists within client SLA. Communicate pertinent updates to the Meeting Event Manager and appropriate team members. Secure pre/post-hotel extensions and communicate guest hotel changes to hotel contacts. Review and test websites prior to the sites going live. Quality review applicable reports for accuracy on a regular basis. Provide reports and communicate subsequent changes as necessary to appropriate people. Support the Deviation/Exception Grid process as driven by the client. Complete all accounting functions pertaining to client specifications. Communicate any unpaid status guests to the Meeting Event Manager and Quality Support Specialist.

20% -Research customer inquiries, which includes reviewing email correspondence involving Travel Consultants and/or other departments. Respond to and resolve accounting issues, form of payment (FOP) questions, vendor issues, hotel no-shows, or other hotel issues. Attend ongoing training to enhance knowledge, skills, and abilities. Perform special assignments as directed by management, which may include attending an on-site program operation. Attend department and program meetings to discuss updates, industry changes, policies, client specific information, process improvements, challenges, best practices, and recognize/reward team members.

OTHER: This job function requires or may require travel to destinations worldwide, in support of client site inspections and/or program operations. There is an inherent risk associated with all travel, often as a result of extraordinary circumstances. Therefore, during an emergency or period of high volume resulting from inclement weather, it is your duty to provide guidance and leadership as necessary under the circumstances, and to promote the safety of the client, travel participants and other Maritz employees by implementing or supporting prescribed crisis procedures. This can include additional work hours or deviation from standard work hours.

Qualifications

1. Bachelor’s degree or equivalent travel industry experience required. Hospitality or Event Management related degree a plus.

2. Proven record with strong customer service skills.

3. Must be very detail oriented and have strong problem solving skills to research and resolve customer inquiries.

4. Professional oral communication, written communication, and effective listening skills to ensure customers' understanding of and satisfaction with their travel arrangements.

5. Strong MS Office skills (Outlook, Excel, Word) along with the technical aptitude to learn new technology.

DISCLAIMER: This job description is designed to indicate the general nature and level of work performed by associates within this classification.  It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.