On-site Airline Support Specialist

API is the world leader in crew accommodation solutions, revolutionizing how businesses manage travel.
Our proprietary technology and mobile solutions streamline crew planning, optimize day-to-day operations, and enhance the layover experience.

With over 40 years of expertise, API delivers unmatched efficiency and savings, managing lodging and ground transportation for
41,000+ crew members across 100+ airlines worldwide
. Backed by a team of 500+ professionals, we annually reserve 15+ million hotel rooms at 600,000 properties through 5,200 suppliers.

Our adaptable platform serves rail companies, cruise lines and sports teams, offering seamless, end-to-end solutions that integrate into clients' operations. At API, we are driven by a passion for service, innovation, and delivering results.

Each day, our teams come to work and apply the following API Core Values:

We make good promises, and we deliver.

We do the right thing.

We are change agents.

Succeed and thrive together.

Persevere.

Our Mission:

Providing the best and most efficient layover experience for crew and disrupted passengers.

Position Overview:

The Airline Support Specialist will support our airline client, on-site based in Auckland. We are looking for an individual with a high level of integrity and professionalism that is also computer-savvy and works independently and proactively.

The On-site Airline Support Specialist is the client and vendor's main point of contact for API Operations. In this role, the Airline Support Specialist processes reservations and cancellations, maintains and cultivates successful relationships with our airline partner as well as our suppliers, and sometimes directly with the crew. Maintaining a strong focus on providing the best customer service at all times. This includes internal collaboration within the airline and API as well as communication with external parties to ensure operational challenges are seamlessly solved in a timely manner. The initial steps will require manual detail proficiency:

• Transmitting monthly schedules to the hotels and ground transportation suppliers

• Update and transmit daily changes to the hotels and ground transportation suppliers

• Communication with the hotels and ground transportation suppliers during day-of-ops for immediate changes

• Book overflow room as required at non-contracted hotels

• Interrogating the airline's crew management system (CMS) to identify existing reservations and updating new reservations

• Receiving calls from crew members to verify their hotel details and chase delayed ground transport

We will train you up on our work policies, procedures and ACES to get you delivering Ops support. You will then address client needs and provide solutions with the support of your API colleagues. Your follow-up on client requests is key to Client satisfaction, ensure you always resolve a request as well as process and prioritise all client requests. You will build and maintain business relationships with clients by providing a great customer experience.

Competencies

• Able to build strong relationships and foster a team environment in a fast-paced, dynamic work environment.

• Solutions-oriented professional with a strong client focus.

• Detail-oriented with great organisational skills.

• High problem-solving agility.

• Excellent interpersonal and negotiation skills.

• Process management.

• Excellent written and verbal communication proficiency.

Required Education and Experience

• Able to build strong relationships and foster a team environment in a fast-paced, dynamic work environment.

• Solutions-oriented professional with a strong client focus.

• Detail-oriented with great organisational skills.

• High problem solving agility.

• Excellent interpersonal and negotiation skills.

• Process management.

• Excellent written and verbal communication proficiency.

Required Education and Experience

• You will have one to two years' experience of hotel/travel industry. Experience in the airline industry is a definite plus: airline crew/ scheduling and/or crew planning.

• Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.

• Possess outstanding relationship management and customer service skills.

• Knowledge of Hotels as a product: hotel chains, categories, and locations.

• Knowledge of Ground Transportation reservations.

• Suitable experience and capability to positively present API to the customer when engaging via phone or chat

• Track record of delivering to deadlines.

• Track record of operating successfully in a dynamic role.

• The ability to prioritise work provided by others in terms of importance, is imperative to this position.

• Demonstrate strong communication skills including active listening.

• Strong computer skills: Excel, Word, Outlook and Teams is required.

Position Type and Expected Hours of Work

This is a full-time position rotating 4 days on, 4 days off (including public holidays that fall on your rostered work days), on shifts commencing at 12pm and finishing at 10pm. Flexibility and availability required as flight operations and job duties demand.

Travel

This position may require some travel, approximately 2-15 days per year.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, colour, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Other Duties

Duties, responsibilities and activities may change at any time according to business need.