Global Elite Advisor ETS

Overview

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

Equal Opportunities