Crew Accommodations Agent - PSA CLT

What We Need

Corpay is currently looking to hire a Crew Accommodations Onsite Agent within our TA Connections division. This position falls under our Lodging line of business and is in Charlotte, NC.  The Crew Accommodations Agent is responsible for managing and resolving all hotel and ground transportation booking activities for our client’s crew members.  This role receives bookings requirements mainly through our proprietary system CrewHub (CrewRez), as well as inquiries through multiple channels, such as email, chat, phone calls, walk-ups, etc.). The Agent is responsible for resolving booking issues by coordinating directly with hotel and ground transportation vendors, while strictly adhering to established Standard Operating Procedures (SOPs). This role involves frequent interaction with the airline’s crew scheduling and hotel desk departments, as well as external vendors, via email, chat, and phone. Agents must effectively address last-minute challenges that may impact crew layovers. During periods of Massive Irregular Operations (MIROs), the Agent must be able to work under pressure for extended hours to ensure timely accommodation placement, preventing crew rest delays and potential flight cancellations. You will report directly to the Director of Operations and regularly collaborate with the related airline team(s)/department(s).

How We Work

As a Crew Accommodations Onsite Agent, you will be expected to work in an office environment. Corpay will set you up for success by providing:

• Assigned workspace in Charlotte, NC office
• Company-issued equipment
• Remote training

Role Responsibilities

• Booking hotel accommodations for flight attendants, pilot crews, ad-hoc crews and other non-crew airline employees
• Handling emergency relocations of crews that occur at the last minute
• Working closely and in sync with client’s crew scheduling and other relevant groups to satisfy all operational requirements and resolve situations that may affect crew members
• Communicating with internal departments and management to resolve problems and expedite work
• Monitoring and confirming access to tools, systems and defined resources needed to perform the job duties as per Standard Operations Procedures, and report issues to shift supervisors
• Effectively utilizing all tools and technology to process, track and report transactions
• Accurately registering all reservation information, agreements, approvals, and background information relevant for future research and troubleshooting
• Sourcing suitable and compliant hotels in markets and cities where our airline clients do not have contracted hotels or when contracted hotels are sold out
• Adhering to process, obtaining approvals and documenting all systems and records, should non-compliant options be secured 
• Making payments to hotel and transportation vendors as per system settings. (hotel’s contractual payment terms)
• Maintaining a positive environment, open and respectful communication, professional behavior with a “CAN DO” attitude
• Reporting any incidents in a formal and professional way to your TA Connections supervisor and/or HR partner
• Maintaining impeccable attendance, punctuality, breaks, and adherence to companies’ policies and Employee’s Handbook
• Collaborating with Account Management, IT, Billing, and Commission Collections teams to support data gathering, research, and issue resolution efforts
• Working on special projects and other duties as assigned

Qualifications & Skills

• A minimum of 3 years’ experience in the hotel/travel industry or a similar role is highly preferred
• High school diploma or GED Certificate is required
• Excellent interpersonal and client relationship skills
• Strong organizational and multi-tasking skills
• Strong writing, communication, and negotiation skills
• Ability to work independently and as a contributing team member
• Ability to interact with clients and business partners both electronically and via telephone
• Familiarity with hotel sourcing and rate negotiation, maintaining thorough knowledge of the affiliated markets and contractual needs
• Available to work shift work and willingness to work long hours during irregular operations
• Flexibility to adjust working schedules and shifts as per client’s requirements (notified in advance)
• Must have reliable transportation to commute to the office as required
• Must have a reliable internet connection and a quiet, dedicated workspace at home in the event of overtime or temporary office closures
• High school diploma or GED Certificate is required
• Fluent in English is required. Additional language is a plus (Italian, German, French, Spanish, Portuguese)
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint software

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire

• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offers including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes 

Equal Opportunity/Affirmative Action Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

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