Global Elite Advisor ETS

The Out‑of‑Hours VIP Consultant provides a seamless, high‑touch travel service to clients outside core office hours, resolving issues and delivering VIP travel support to our Global Elite and VIP clients. The role combines the operational excellence and agility of ETS with the discretion, meticulous attention to detail and ‘butler‑service’ mindset required to support Global Elite and VIP clients.

RESPOSIBILITIES:

Service

• Provide a consistently high level of service to all clients with a desire to exceed expectations, particularly for VIP and high‑profile travellers.
• Effectively manage workload to meet deadlines, whether internally or client‑driven.
• Demonstrate proactive thinking and a consultative approach, delivering end‑to‑end tailored solutions.
• Ensure all communication, written and verbal, is professional, precise and client‑appropriate.
• Handle and resolve issues professionally, ensuring dedicated team leaders are kept informed.
• Maintain awareness of the responsibilities and procedures of other departments to ensure smooth handover and continuity of service.
• Deliver a “butler‑style”, highly personalised service aligned with the needs, preferences and sensitivities of VIP/HNW/UHNW clients.
• Demonstrate exceptional discretion and confidentiality, handling sensitive movements, personal information and itineraries with the utmost professionalism.
• Anticipate client needs, proactively identifying solutions before being asked, especially during travel disruption, delays or last‑minute changes.
• Create comfort and reassurance during high‑pressure situations, providing calm, decisive support.

Product Knowledge and Optimised Value

• Think “outside the box” at any hour of the day or night to provide seamless service solutions.
• Utilise all available systems and resources to enhance the traveller experience.
• Ensure all communication meets company expectations and is delivered in a polished, concise and professional manner.
• Maintain a detailed knowledge of company procedures and those of other offices where relevant.
• Ensure responsibilities of other departments/offices are understood to facilitate smooth workflow.
• Maintain strong working knowledge of complex VIP travel requirements, including private aviation, premium cabin products, secure transportation and luxury hotel partnerships.
• Proactively seek added value (upgrades, priority services, amenities, flexible terms) in line with client profiles and programme goals.
• Fully conversant with specific client travel policies, preferred supplier programmes, VIP protocols and service expectations.

Operational Excellence

• Manage VIP and standard bookings through all channels, ensuring 100% accuracy across all segments.
• Monitor bookings thoroughly until completion, identifying recovery or improvement opportunities.
• Issue, re-issue and exchange tickets accurately, applying detailed knowledge of fare rules.
• Deliver clear, comprehensive itineraries and ensure travellers are fully supported throughout their journey.
• Maintain clear and detailed notes for seamless day‑team handover.
• Coordinate complex, time‑sensitive itineraries, including multi‑sector routings, private aviation, meet‑and‑assist services, and secure ground transportation.
• Proactively re-accommodate VIP clients in the event of disruption, providing curated alternatives with minimal inconvenience.
• Work with elevated service standards, ensuring all arrangements reflect VIP client expectations with no margin for error.

Continual Development

• Be enthusiastic and willing to learn, attending all relevant training and coaching.
• Identify improvements to processes, technology usage and service delivery, especially for VIP workflows.
• Deliver all aspects of Personal and Team‑Based Objectives through the annual Performance Development Review.
• Develop cultural awareness, high‑touch etiquette and specialist VIP knowledge to continuously elevate the service offered.
• Stay informed on luxury travel trends, premium airline products, and global events impacting high‑profile travel.

SKILLS, KNOWLEDGE AND EXPERIENCE:

• Client‑first mindset; calm and decisive under pressure, especially overnight and during disruptions.
• Strong GDS proficiency (Sabre/Amadeus/Galileo), ticketing, exchanges, reissues and waivers.
• Excellent written/verbal communication; clear, concise documentation.
• Analytical approach to fares/rules; sharp attention to detail and QC discipline.
• Problem‑solving, ownership and accountability across the full booking lifecycle.
• Cross‑team collaboration and effective handover skills.
• Flexible approach to working hours
• Ability to build a good rapport with all departments within Reed & Mackay
• Butler‑service’ ethos: anticipates needs, remembers preferences, and curates thoughtful touches that elevate every journey.
• High‑stakes judgement: balances time, privacy, security and cost in fast‑moving scenarios; presents options succinctly with clear recommendations.
• Supplier influence at luxury level (airlines, private aviation, 5‑star hotels, chauffeured services, security/meet‑and‑assist) to unlock outcomes others cannot.
• Extreme attention to detail: zero‑defect itineraries, aligned with profile, policy and security protocol