Team Experience Specialist

Team Travel Source; Louisville (KY); On-site; USD 40,000 - 55,000; Full time

Job summary

Team Travel Source is seeking a Team Experience Specialist to collaborate with event teams, manage housing blocks, and coordinate with Account Managers and Hotel Relations Specialists. This role focuses on delivering exceptional customer service and smooth housing operations for partner events in the Louisville area.

The ideal candidate will handle communications efficiently, maintain organized records, and travel to conferences or site visits as required.

Qualifications

• Experience with Microsoft Word and Excel.
• Degree in Hospitality, Business or Sport Management preferred but not required.
• Salary and benefits commensurate to education and experience.

Responsibilities

• Handle all team-related correspondence via phones, texts, emails, and chats.
• Explain policies, follow up timely, and track communications in the database.
• Present options to teams and fulfill housing needs for each event.
• Respond to texts and emails within 24–48 hours and escalate when needed.
• Collaborate with Team Experience Admins to resolve requests for high-volume events.
• Travel to conferences and site visits as needed; be flexible with hours.

Skills

Customer service

Multi-tasking

Communication

Organizational skills

Education

Bachelor’s degree preferred

Tools

Microsoft Word

Microsoft Excel

Job description

The primary job of the Team Experience Specialist is to work directly with each team who has, is or will be attending our partners events. The Team Experience Specialist sets up their housing block for each event they are attending and works with the Account Managers and Hotel Relations Specialists to make sure that each step of the housing process is moving along smoothly. The Team Experience Specialist is an integral part in making sure the event producer, the hotel(s) and team are all taken care of and receiving excellent customer service.

Duties and Responsibilities

• Handle all incoming team related correspondence (phones, texts (TE Assigned), emails, and chats).
  • Thoroughly explain any policies and procedures that are listed
  • Follow up with guests in a timely manner for those things that will require additional attention
  • Maintain a detailed database with entries showing all communications that require trackable notes (ex: Notes in EventPipe for block modifications)
• Work directly with teams to present and finalize options and fulfill their housing needs for each event and provide guidance on any housing requirements.
• Reply to incoming digital communications (text and emails) in a timely manner.
  • Handle any texts that are assigned to the TE team (tagged with appropriate colors by BoB)
  • Handle all incoming emails that are assigned in the “TES” folders of ALL BoB inboxes; guests should receive a response within 24-48 hours. When that is not possible, relaying that to Manager/Director for assistance
• Collaborate with Team Experience Admins for high volume events, resolving needs lists and communicating requests between guests and TE Admin.
• Travel to conferences, training sessions, client meetings, site visits and events as needed.
• Other miscellaneous duties as needed (ex: Extended hour call shifts for premier events).

Required Skills/Traits

• Ability to manage challenging situations, respond promptly to client needs, answers all client requests in a timely manner and develop solutions to real-time problems.
• Strength in multi-tasking – Must be able to handle multiple partners, projects and tasks at once.
• Detailed orientated – Requires proper tracking, note taking and reporting.
• Strong organizational skills required.
• Deadline driven – Must meet all deadlines and goals.
• Good communication skills – Must be a good communicator. The job requires consistent written and oral communication with Account Managers & Hotel Relations Specialists to keep them fully aware of event pickup and to alert them to problems in a timely manner.
• Must be customer service orientated.
• Must be a self-starter/independent worker.
• Ability to balance individual and team responsibilities. Must be willing to show openness and acceptance to others, welcome feedback and support the company’s efforts to succeed as a whole.
• This job will require a non-compete agreement to be signed as a condition of employment.

Abilities and Experiences

• Experience with Microsoft Word and Excel.
• Degree in Hospitality, Business or Sport Management is preferred but not required.
• Salary and benefits commensurate to education and experience.

This position is in-office only. Office location is 12910 Shelbyville Road, Louisville, KY 40243. Remote positions are not available at this time.