Travel Agent Support, Rewards And Recognition Lead

At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a Travel Agent Support Specialist within ALG Vacations, one of our 14 industry-leading brands. In this role, you will be responsible for managing communication with our Travel agency partners. They play a critical role in ensuring revenues are maximized by supporting our Travel Agents daily.

A successful Travel Agent Support Specialist will:

• Manage daily workload and Salesforce case management for a team of Specialists.
• Respond to inquiries from travel agency distributors and direct service issues to the appropriate department.
• Elevate service issues as needed for timely resolution with strong follow-up communication.
• Document activities, manage service cases, and run reports in Salesforce.
• Update, send and maintain annual agreements and engagement plans for accounts and track proof-of-performance for agency marketing spend.
• Coordinate the annual commission reset process across ALGV brand and in collaboration across multiple departments.
• Be proficient in using Business Intelligence sales reporting tools.
• Have excellent verbal and written communication with key accounts; be responsive to agent needs and issue resolution with timely follow-up. 
• Follow established processes to request promo codes, prize letters, commission agreements and Agent Rewards travel requests.
• Monitor monthly distribution scorecards to travel agencies via BOT technology, and other production and earnings updates; maintain ALGV Production Report mailbox.
• Manage inbound e-mails related to the WAVES loyalty program, respond to inquiries, assist with password reset and point reconciliation.
• Manage inbound e-mails related to the Agent Rewards and Discount Agent Vacations, build and apply promo codes, process air and hotel redemptions.
• Assist leadership with quality control for all WAVES bonus point offers.
• Provide supporting proof of performance for WAVES bonus offers to fulfill supplier marketing plan requirements.
• Process requests for affiliate sites for qualified agency candidates.
• Implement Sales territory and agency assignment updates in Salesforce as needed.
• Interact effectively with internal and external team members, partners, and suppliers.
• Be proficient in navigating our travel agency booking technology, VAX VacationAccess.
• Must be proficient in excel, basic excel functions and pivot tables.
• Assist Manager with Elite program benefits fulfillment and tracking.
• Assist Manager with other projects as assigned.

Requirements

• High school Diploma 
• Travel industry experience preferred, but not required
• Salesforce experience preferred, but not required 
• MS experience including but not limited to outlook, word and excel 
• Strong customer service skills 
• Highly organized 
• Strong time management skills 
• Willing to learn and take on new projects
• Strong listener
• Team player
• Ability to multitask
• Analytical and detail oriented
• Strong verbal and written skills
• Ability to work in fast paced environment 
• Ability to prioritize work and various timelines     
• Experience with Salesforce preferred, but not required 
• Spanish speaking a plus, but not required  
• Valid passport and ability to travel international <5% of the time for destination immersion 

About Apple Leisure Group 

As North America’s only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising: 

• Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
• Resort Brand Management: Management of 5-star and 4-star luxury resorts through Hyatt Inclusive Collection® award-winning brand portfolio
• Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®
• Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®
• Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 Travel Agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com.

About VACATIONS

The # 1 vacation brand in the world for packages to Mexico and Dominican Republic, offers the convenience of one-stop shopping. Apple Vacations® clients have access to flight, hotel, and transfers – they can also choose an all-inclusive resort where meals, drinks, and more are included - all for one affordable price

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:

                   Empathy • Integrity • Respect • Inclusion • Experimentation • Well Being

ALG’s Commitment to Diversity & Inclusion

Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization. With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments. 

 Benefits at a Glance

• We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:
• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.