On-Site Airline Support Specialist

Accommodations Plus International; Council of the City of Sydney; On-site; AUD 55,000 - 70,000; Full time

Job summary

A travel solutions company in New South Wales seeks an On-site Airline Support Specialist to manage client operations. Responsibilities include schedule management, booking accommodations, and providing exceptional customer service. The ideal candidate will have 1–2 years of experience in the hotel/travel industry and outstanding communication skills. This permanent full-time role requires flexibility in work hours, averaging 38 hours per week.

Qualifications

• Experience in the hotel/travel industry; airline industry experience is a plus.
• Knowledge of hotels and ground transportation reservations.
• Track record of delivering deadlines and operating successfully.

Responsibilities

• Transmitting monthly schedules and daily changes to suppliers.
• Communicating with hotels and suppliers during operations.
• Providing support, guidance, and training to the airline partner.

Skills

Outstanding relationship management

Customer service skills

Strong communication skills

Active listening

Strong computer skills

Education

1–2 years’ experience in hotel/travel industry

Tools

GDS systems

Hotel reservation systems

Excel

Word

Outlook

Teams

Job description

Summary and Objective

The On‑site Airline Support Specialist will support our airline client located onsite at the client’s office. The role is the primary point of contact for the client and vendor regarding API operations. The Specialist processes reservations and cancellations, maintains relationships with airline partners and suppliers, and sometimes works directly with crew. The focus is to provide excellent customer service and resolve operational challenges promptly.

Responsibilities

• Transmitting monthly schedules and daily changes to hotels and ground transportation suppliers.
• Communicating with hotels and ground transportation suppliers during day‑of operations for immediate changes.
• Booking overflow rooms at non‑contracted hotels.
• Interrogating the airline’s crew management system (CMS) to identify existing reservations and update new reservations.
• Receiving calls from crew members to verify hotel details and chase delayed ground transport.
• Effectively using all available tools (phone, email, fax, Reservation Systems ACES, Hotel Express, DPAX, IHRS) to track and provide solutions to client needs and requests.
• Providing support, guidance, and training to the airline partner as the on‑site liaison.
• Assessing customer needs and responding promptly, accurately and professionally.
• Following up on all client requests and transactions, ensuring client satisfaction.
• Alerting supervisor of items that require management involvement to solve or avoid potential challenges.
• Negotiating with vendors (hotels, ground transportation, others) to achieve the best outcome for the client and API.
• Resolving client disagreements calmly and professionally, researching and presenting solutions based on facts.
• Adapting to irregular operations (IROP) or other challenges to accommodate changing dynamics of airline schedules or unforeseen situations.
• Maintaining knowledge of API’s call center work methodology and reservation systems to serve clients efficiently and professionally.

Essential Functions

• Process client requests received from the airline through the API Operations system.
• Assess all customer needs and respond in a prompt, well‑informed, accurate, and professional manner.
• Follow up on all client requests and transactions, ensuring client satisfaction.
• Negotiate with vendors (hotels, ground transportation, others) to achieve the best outcome for the client and API.
• Adapt to the situation at hand (IROP or other challenges) to accommodate needs arising from changing dynamics of airline schedules or unforeseen situations.
• Keep knowledge of API’s call center work methodology and reservation systems to serve clients efficiently and professionally.

Required Education and Experience

• 1–2 years’ experience in the hotel/travel industry; airline industry experience is a plus (airline crew/scheduling or crew planning).
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems, or related functions preferred but not required.
• Outstanding relationship management and customer service skills.
• Knowledge of hotels (hotel chains, categories, locations) and ground transportation reservations.
• Track record of delivering deadlines and operating successfully in a dynamic role.
• Strong communication skills, active listening, and excellent written and verbal proficiency.
• Strong computer skills: Excel, Word, Outlook, and Teams are required.

Position Type and Expected Hours of Work

Permanent full‑time position. Monday to Friday, including public holidays that fall on scheduled workdays. Span of work hours range between 06:30 and 22:00, averaging 38 ordinary hours per week.

Who We Are

API is the global leader for crew accommodation solutions. We change the way businesses manage travel by streamlining the entire crew planning process and elevating the crew layover experience. Our proprietary technology, mobile solutions, and experienced team position us to offer clients an end‑to‑end platform that integrates seamlessly into their process.

Other Duties

Duties, responsibilities, and activities may change at any time according to business needs. The performance of additional responsibilities is possible depending on designated roles (Data Protection Champion, Senior Information Risk Owner, Information Assurance Accounting Officer).

Work Environment

Professional office environment. Standard office equipment: computers, phones, photocopiers, filing cabinets, fax machines.

Physical Demands

Regularly required to talk or hear; frequently stand, walk, use hands to finger, handle or feel, and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, 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.