Airline Support Specialist-Overnight Shift

Accommodations Plus International; Longford; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Monthly transportation allowance

Job summary

Accommodations Plus International (API) is seeking an Airline Support Specialist for overnight shifts to work onsite with our airline partner. You will process hotel and ground transportation reservations, manage disruptions, and maintain professional service for our clients.

This role requires overnight availability, weekend/holiday flexibility, and comfort with multiple reservation systems (ACES, Hotel Express, IHRS). A second language such as French or Spanish is a plus.

Qualifications

• Ability to work overnight shifts, weekends and holidays as required.
• Experience in customer service or hospitality is a plus.
• Familiarity with airline crew scheduling is beneficial.
• Experience with hotel and travel reservations is advantageous.
• Strong written and verbal communication and interpersonal skills.

Responsibilities

• Serve as API's on-site liaison with the airline partner and provide support, guidance and training.
• Process hotel and ground transportation requests via the API Operations system; assess needs and respond promptly.
• Follow up on all client requests; ensure tasks are completed and customer satisfaction is achieved.
• Alert supervisor to critical issues and negotiate with vendors to optimize outcomes.
• Resolve disagreements calmly and research solutions to meet client needs.
• Use reservation tools (ACES, Hotel Express, IHRS) to track and resolve client requests, including during irregular operations.
• Adapt to overnight schedules and on-call requirements; maintain knowledge of API's call center methods.

Skills

Customer service

On-site liaison

Communication skills

Multitasking

Time management

Team collaboration

Problem solving

Tools

ACES

Hotel Express

IHRS

Job description

Airline Support Specialist-Overnight Shift

Who We Are

Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long-term growth.

Our mission is to make layovers simpler and more efficient for crew members - and we bring that to life through deep industry expertise and a practical, results-driven approach.

Today, API's platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.

At API, we're building a culture rooted in succeeding and thriving together. It's a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters.

If you're looking to grow your career in a company that values steady progress, real impact, and long-term development, we'd like to meet you!

The Airline Support Specialist - Overnight Shift supports our airline partner onsite at their office location during overnight operations. In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous, and friendly service to our valued customers.

This position plays a critical role in supporting airline operations during overnight hours and responding to disruptions, schedule changes, and other operational needs that impact flight crew accommodations and transportation.

Position Type and Expected Hours of Work

This is a full-time position. This role is designed primarily for overnight shifts, and flexibility is required to work weekends and holidays based on business needs.

Due to the operational nature of the airline industry, flexibility to work extended hours during irregular operations and service disruptions is required.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Total customer service to include, but not be limited to, the following:

• Serve as API's on-site liaison with the airline partner, providing support, guidance, and training.
• Process client requests received from the airline through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate, and professionally executed.
• Follow up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
• Alert supervisor on all items of a critical nature that require management involvement to solve and/or avoid potential challenges that may adversely impact either the client or API.
• Negotiate with vendors (hotels, ground transportation providers, and others) to achieve the best outcome for the client and API.
• Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.
• Effectively use all available tools and methodologies, including phone, email, and reservation systems (ACES, Hotel Express, IHRS), to track and provide solutions to client needs, requests, and expectations.
• Adapt to irregular operations (IROPS) to accommodate needs arising from changing airline schedules and unforeseen situations. This includes, but is not limited to, extended work schedules and serving "on call" when needed outside of regular working hours.
• Learn and maintain knowledge of API's call center work methodology and reservation systems to best serve API's clients in the most efficient and professional manner.
• Achieve a passing score on initial API Operations Agent Training and maintain currency through annual recurrent training classes. Passing scores are required for certification.
• Knowledge of airline crew scheduling is a strong plus.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems, and/or related functions preferred but not required.
• Excellent interpersonal skills.
• Ability to work in a fast-paced environment.
• Excellent written and verbal communication skills.
• Ability to multitask and prioritize effectively.
• Detail-oriented with strong organizational skills.
• Ability to work independently and remain productive during overnight hours.
• Availability to work overnight shifts, weekends, and holidays.
• Ability to work additional hours when business needs require.
• A second language, preferably French or Spanish, is a plus.

Required Experience

• Ability to positively represent API in customer-facing situations.
• Customer service experience is a plus.
• Airline, hotel, travel, or hospitality industry experience is a plus.
• Experience working overnight shifts in a customer service or operations environment is preferred.

Work Authorization

Applicants must have the legal right to work in the United Kingdom at the time of hire. Sponsorship is not available for this position.

Compensation

The anticipated salary range for this position is £30,000 - £35,000 annually, depending on experience, skills, and qualifications.

In addition to base salary, employees are eligible for a monthly transportation allowance to support commuting costs.

Other Duties

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

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to 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.