At Cranky Concierge, we strive to be the most useful and worry-free travel service available for travelers. We use our superior industry knowledge to book travel, monitor for issues, and intervene when things go wrong.
We specialize in providing travel assistance and the Concierge's primary responsibility is to help people if something goes wrong during the hours that the travel planning office is closed.
Shift Timings
We’re looking for someone with availability to cover at least two of the below Weekday Overnight and/or Weekend Daytime shifts on a regular basis. There will also be opportunities to pick up additional shifts in line with operational needs and to provide cover for other team members.
Weekday Overnights
Tuesday – 7pm to 3am New York Time
Wednesday – 7pm to 3am New York Time
Thursday – 7pm to 3am New York Time
Friday – 7pm to 3am New York Time
(These shifts are at an ideal time if you’re based in Australia, New Zealand, South East Asia or East Asia.)
Weekend Daytimes
We’re looking for someone passionate about helping stranded travelers get where they need to go. You enjoy working with people, understanding, and anticipating what they need, even if they aren't entirely sure themselves!
Compensation: Hourly rate commensurate with experience and location.
Job Responsibilities
Concierges are on duty to answer any urgent questions and help travelers who are stuck overnight. Email and phone systems are programmed to alert if there's a problem, but other notifications may come in.
Some urgent questions may require a simple response or update (such as a slight delay with no impact on plans). Others may involve finding new flight options for cancellations and missed connections. This will often be done in the Sabre GDS.
Available to answer urgent phone calls and provide help if needed (sometimes, those calls to the urgent line aren't all that urgent!).
Prepare and send flight updates.
Assist with tasks such as processing refunds, filing for compensation, and other pre- and post-travel tasks as needed.
When needed and workload permits, the Concierge will assist with travel planning, including but not limited to searching for and booking air travel, hotels, car rentals, and transfers. This will mainly be done by email but may also entail phone calls.
If this sounds like the kind of thing you like to do, then keep reading!
Skills You Should Possess (and Other Stuff)
Reliability is critical. Must be available and able to assist within 10 minutes of any alert notification.
Native written and verbal proficiency in English.
Must have good knowledge of airline networks and options to be able to find alternates quickly for stranded clients.
Knowledge of Sabre or other GDS/ARS is preferred but not required.
Accuracy and speed are essential. Timing is everything when it comes to this role.
Common sense ability to help clients better understand what they need or should want is required.
Able to work with little supervision. There are times you’ll be the only person on. You won’t ever be completely on an island, as there will always be someone you can reach out to, which leads us to…
Never be too proud. If you don't know the answer, then be willing to ask others for help.
Must be able to roll with the punches and maintain a calm demeanor. The client may be stressed and angry; you can't be.
Background checks will be required - the job involves handling sensitive client data.
Location doesn't matter to do the job, but you must be available and accessible during assigned shifts and at other pre-arranged times as mutually agreed upon.
Your own computer (Windows or Mac); reliable high speed internet and a smartphone (Android or iPhone).
A quiet work environment to accommodate communication with clients via email and phone.
We can't stress enough how important attention to detail is, so please be sure to include your favorite airline in your application.
