Job Description

Summary

ALG Vacations (ALGV), part of Hyatt, is widely recognized for providing the industry's leading leisure travel experience to destinations worldwide. As North America's leading vertically integrated travel, hospitality, and leisure management groups, we can oversee all aspects of the vacation- from the moment a guest books a trip to the time they return home. Serving more than three million passengers annually, each of our highly respected brands offers unique benefits and a wide portfolio of destinations.

Grow your career as an Airline Schedule Change Coordinator with ALG Vacations. In this role, you will assist customers across all ALG brands whose flights have been impacted by an airline-initiated schedule change which alters their initial travel plans, interacting directly with customers and travel agents through inbound calls and emails as well proactively reaching out to them.

Essential Functions:

• Answer calls and emails via InContact phone system for schedule change skills assigned

• Utilize all airline computer systems to review PNR’s, sell flights, price options, and work queues

• Utilize ALG reservation system to enter comments, send confirmations and update flight changes

• Inform Supervisors of customer issues impacting delivery of end-to-end service

• Provide feedback to Supervisors on escalation issues or feedback on system errors

• Work with other departments as needed to resolve schedule change issues when required

• Work with airline partners via email and phone to confirm or inquire on schedule change options

• Provide assistance via an internal phone queue to team members needing assistance with airline systems

• Meet established metrics

• Utilize Microsoft Teams, Zendesk, other tools for communication, policies and problem solving

• Maintain informational sheets for airline processes and other tracking sheets as needed

• Assist Service Skyteam customers on voluntary and involuntary changes

Qualifications:

• High school diploma or general education degree (GED); and at least one-year related experience and/or training; or equivalent combination of education and experience

• Experience with an airline system preferred

• Knowledge of MS office

• Experience with internal reservation systems a plus

• Strong understanding of customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction

• Ability to problem solve including identifying the issue and reviewing related information to develop and evaluate options

• Ability to work independently and as part of a team

• Detail oriented

• Active listening skills

• Strong judgement and decision-making skills considering the relative costs and benefits of protentional actions and the ability to choose the most appropriate one

• Superior communication skills, both verbal and written

About ALG Vacations

It all begins when our client’s book with ALG Vacations. As North America’s leading tour operator, we keep our standards as high as our passion for travel, working together with our agents to ensure every client’s vacation exceeds every expectation. We are an industry innovator that combines the expertise of many different brands.

ALG Vacations consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across multiple segments, comprising:

• Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands

• Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®

• Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®

• Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

Since 2021, ALG Vacations has proudly been part of Hyatt. At Hyatt, we believe in the power of belonging – of making people feel at home no matter where they are in the world. Since 1957, our colleagues have been at the heart of driving Hyatt to become one of the world’s leading and fastest-growing hospitality brands, without ever losing focus on people and care.

To learn more about ALG Vacations:

Our Values

At ALG Vacations, we care for people so they can be at their best. We bring our values to life every day to ensure our colleagues have what they need to thrive, be their best selves, and create memorable guest experiences.

Experimentation • Empathy • Inclusion • Integrity • Respect • Well- Being

Our Commitment to Diversity, Equity, & Inclusion

Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We are committed to diversity across the board—from who we hire and develop, organizations we support, and who we buy from and work with.

We’re proud to offer exceptional corporate benefits which include:

• Travel Perks and Benefits for both ALG Vacations and Hyatt

• Medical, Dental and Vision Insurance

• Basic Life Insurance

• Short- & Long-Term Disability

• Paid Parental Leave

• Corporate Wellness Program

• Travel Discounts & Deals

• Paid Time Off & Holidays

• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.

The pay range for this position is an hourly rate of $18-$20.  This position is also eligible to earn overtime, shift differentials and premium pay under certain circumstances or incentive awards.

The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work.  Pay for the successful candidate will meet local requirements, including the local minimum wage rate.

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