Client Travel Specialist

Job Description

Job Description

Client Travel Specialist – Job Description

Summary

Position Summary: The Client Travel Specialist (CTS) is responsible for managing client travel requests with a focus on lodging accommodations. This role involves consulting a client’s travel policy to properly evaluate lodging options, negotiating hotel rates, confirming and modifying reservations, and ensuring a high level of customer service.

Success in this position requires strong organization, multitasking, communication, and problem-solving skills in a fast-paced environment. The CTS works closely with internal and external partners to deliver efficient and cost-effective travel solutions.

This position is a great fit for individuals who enjoy a fast-paced working environment, building relationships, staying organized, and supporting client requests from start to finish. We are looking for individuals who are professional, dependable, organized, and comfortable communicating with external partners by phone, email, and online platforms.

The ideal candidate is a proactive self-starter who takes ownership of their work, anticipates what needs to be done, and follows through without needing constant direction.

The team at Mass Lodge is comprised of seasoned hospitality and customer service professionals who unite with a shared vision: to consistently deliver the exceptional, high‐touch service that is often promised but rarely achieved. We view our partners as an extension of our own team and are committed to supporting them around the clock, ensuring every detail of their travel experience is managed with precision and care.

Mass Lodge offers a generous PTO Program, 401K, annual bonus, paid holidays, and the opportunity to join a winning culture recognized for exemplary customer service with opportunities to advance their career within the company.

Job Title

Client Travel Specialist

Department/Group

Operations

Reports To

Operations Manager

Location

Lexington, KY: Office

Position Type

Full-Time – Exempt

Direct Reports

None

Schedule and Work Environment.

·         Schedules vary.

·         Work-from-home available on some days – This is not a work from home position.

Essential Job Functions : Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·         The CTS evaluates markets, negotiates rates, coordinates reservations, and supports team members as needed.

·         This role is essential in ensuring clients receive high-quality service and accurate lodging arrangements.

·         Process client requests; assess all customer needs. All responses must be prompt, well-informed, accurate and professionally executed.

·         Maintains communication with clients and hotel partners.

·         Handle incoming travel requests via phone, email, and text.

·         Evaluate markets to determine appropriate lodging options.

·         Negotiate hotel rates with lodging operators to achieve the best outcome for the client and present accommodation options with pricing to clients.

·         Execute bookings and manage reservations.

·         Manage multiple requests simultaneously.

·         Maintain a high level of customer satisfaction.

·         Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.

·         Adapt to irregular operations to accommodate needs arising from unforeseen situations that includes extended work schedules, being “On Call”, or working weekends. 

Competencies

·         Team-oriented mindset.

·         Self-driven, dependable, punctual, and engaged.

·         Detailed oriented with great organizational skills.

·         Strong verbal and written communication skills; excellent telephone etiquette.

·         High attention to detail and strong problem-solving abilities.

·         Ability to work under pressure and in a fast-paced environment.

·         Ability to work flexible hours, including weekends if needed.

·         Proficiency in MS Office with strong ability to learn new software.

·         Ability to work independently and as part of a team.

Required Experience

·         Must be at least 18 years of age and reside within the United States.

·         Prior hospitality experience preferred.

·         Minimum Education: High School Diploma or Equivalent; or degree or certification in Travel or Business Management.

Other Requirements

·         Ability to perform essential job functions safely and consistently.

·         Ability to maintain regular, punctual attendance.

·         Must be able to lift and carry up to 50 lbs.

·         Must be able to talk, listen, and speak clearly on the telephone.

What We Offer

·         Structured training program

·         Flexible scheduling based on availability and client demand.

·         Opportunities for growth within the organization

·         Supportive and collaborative team environment

·         Access to tools and resources needed for success.

Mass Lodge is proud to be an Equal Opportunity Employer

We are an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state or local laws.

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.