Agent, Travel Support Invoicing in Interval Member Service Center Kendall at Marriott Vacations Worldwide

Date Posted: 5/14/2023

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Duties and Responsibilities

Verification of all travel related information, assurance of proper names, itinerary and verify accuracy of fare pricing.

Issue electronic tickets – Input correct formats and codes to generate the tickets, plus generate an invoice and send to passengers via email. Verify interface into Travcom system.

Verify that the invoices have interfaced via the Travcom interface queue accordingly for all product type non Interval Options

Ticket Exchanges – Recalculate and adjust pricing according to applicable fares and fees in accordance to airlines’ (ARC) rules and regulations to reissue a new ticket.

Schedule Changes – review the schedule changes sent to the agency by the various airlines.

Contact passengers to make suitable itinerary arrangements due to airline flight changes. 

Keep up with airline industry changes and use of technology provided by the agency.

Reissue new tickets in accordance to airlines’ (ARC) rules to interface over to the Travel Finance system.

Generate a new invoice with updated information and email to the passengers.

When applicable; issue voluntary refunds; send electronic message via Amadeus to update ARC.

Once agency receives refund from carrier, then create CSR (Customer Service Refund) for Travel Finance to issue passenger refund accordingly.

When applicable complete airline ticket refunds via their managed portals online

When applicable issue an involuntary refund due to unacceptable airline schedule changes or insurance coverage.

Communicate all refund preparations to Travel Finance for handling on their side

Voids – Process allowable void ticket requests via Amadeus to update ARC files and communicate to Travel Finance.

Audit - Cross verification of all Cruise/Tour segment information to each accounting field in the passenger name record compare to vendor pricing in Amadeus Cruises.

Price Audit - Verification of price mark-up on our negotiated fares and necessary PNR documentation for packaging.  Provide cruises management information to make payments with corporate card as need be.

Issue invoice in Amadeus using formats provided by management to interface over to Travel Finance for posting of the deposit and final payment; creating passenger receivable, vendor payable, from vendor commission posting.

Generate an invoice for passenger and forward via email for their records.

When applicable issue refunds, make adjustments, invoice added services to original bookings and communicate to Travel Finance via email for processing.

Update the excel sheet for all cancellations, adjustments and voids for all product both regular and interval options

Update and email the cancellation excel sheet (used to communicate to Travel Finance for them to create the credit memo in the Finance system that will generate a refund to the member’s credit card.

Update and print the cancellation excel sheet for proper operations authorization and forward to Travel Finance for auditing purposes

Repeat the Cruise/Tour process for Insurance sales and miscellaneous charges such as prepaid hotels.

Collection of Final Payment for all cruises (call center and online) submit payment to the vendor for published fares and create file formatted for negotiated fares submitted to Travel Finance electronically.

 Invoice all Cars and Hotels bookings and generate an invoice and send via email to passenger.

Provide support to Travel Customer Service desk with complicated reservations for air, car and hotels.

Take overflow calls from Travel Customer service desk.

Generate E-mail confirmations/invoices of all transactions to passengers.

Receive travel documents and categorize shipment to member based on relevance of need.

Prior to shipping documents, alert and verify all mailing information, and maintain mailing log and update the PNR with relevant information.

Corrects all Travel Finance quality control errors, research all failures and determines which PNR’s need to be regenerated on a daily basis.

Informs management of any trends in format errors that need to be corrected

Trains all new staff in related area and reinforces process and procedures acts as a mentor to the rest of the department

Works alongside management to develop processes and procedures for the travel department

Performs any other duties and responsibilities as assigned by a member of the management team.

Knowledge, Abilities, and Skills

Must possess Cruise Line experience.

Must possess airline ticketing experience.

Must possess Amadeus application experience.

Must possess Revelex Knowledge

Must possess Travcom Accounting application knowledge.

Must possess overall knowledge of travel industry trends and terminology

Must possess excellent knowledge of the Airlines Rules and Regulations.

Must be computer literate and be familiar with Amadeus, Revelex, I-Services Query applications and possess basic knowledge of Windows, Excel, Word, and Outlook.

Must be detail oriented and possess excellent organizational skills.

Must be able to communicate effectively both orally and writing.

Must be able to set priorities, and multi task.

Must possess excellent time management skills.

Performs any other duties and responsibilities as assigned by a member of the management team.

Physical Requirements

Sitting, speaking on the phone, looking at the PC and typing on the keyboard for extended periods of time.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture

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