Group Air Operations Specialist

                             

Creative Group is a global event experience agency that combines strategy, data, insights and creativity to design and deliver immersive events and campaigns that inspire, reward, and connect people and brands. 

Typical services include: 

 

• Experience Strategy: aligning event goals with brand and audience needs. 
• Creative & Design: storytelling, content, visual, environmental, and digital design. 
• Production & Logistics: end-to-end execution of live, virtual and hybrid events. 
• Audience Engagement: personalization, interactivity, and community-building. 
• Data & Insights: personalization, measuring outcomes, optimizing experiences, and proving impact/ROI. 

 

Our Vision: Reimagining how the world connects

 

Our Mission: Uniting people and brands with creative heart.

 

Our Values:

 

• Be the Spark [Innovation]

I take the initiative to find solutions and approach every challenge with curiosity, creativity, courage and a passion for excellence.

 

• Own Your Impact [Integrity & Accountability]

I am accountable. I choose the hard right instead of the easy wrong and challenge myself to be better every day.

 

• Lift as You Climb [Collaboration & Kindness]

I actively contribute to an environment where everyone feels equal, supported, and empowered to thrive.

 

• Deliver with Purpose [Customer-Centricity & Sustainability]

I commit to our customers' success, anticipating their needs and delivering solutions that empower them to thrive—while making choices that sustain our people, communities, and the planet.

 

Together we’re BOLD – building a culture of innovation, excellence, and shared success.

 

Position Summary:

Coordinates air travel arrangements for large incentive programs and business meetings. Applicant must be proficient in Sabre (preferred) or Apollo GDS. This may be a fully remote (based on distance to the office) or a hybrid (two days in the office) position.

 

 

Essential Functions:

• Provides the highest quality of customer service to participants.
• Follow all Creative Group Standard Operating procedures for group travel.
• Initiates preliminary air option to attendee for approval and does not ticket without consent.
• Confirms the most logical flight itinerary based on event parameters, best schedule, block space, and participant preference.
• Confirms best fares for group travel by utilizing the most applicable airfares, negotiated group blocks, and corporate discounts applicable to assigned program.
• Adheres to turn around time parameters for each client based on volume and destination. 
• Responsible for managing and ticketing group Air Blocks in compliance with airline rules and regulations.
• Mentor new team members.
• Consistently demonstrate and model service excellence and care for clients, sharing best practices with team members and exploring process efficiencies to improve customer and attendee experience.
• Manages the overall program air budget throughout program planning and financial reconciliation post program.
• Ensures all Attendee PNR’s comply with Creative Group/ DT policy and process.
• Confirms personal air travel extensions for attendees and follows process for split bill to properly charge the participant and the program.
• Invoices online transactions charged to the corporate credit card, or participant in Sabre.
• Utilizes QC to complete ticketing, exchange, seat fee, or personal payment transactions.
• Manages the email process of sending participants’ electronic tickets in Sabre and via Direct2U. 
• Participates and provides ongoing air expertise in operational meetings when necessary
• Is available for “On Call”/Flight Assistanceduring main group travel dates to assist all participants if contracted to do so by client. This may include evenings and weekends. 
• Monitors flights and communicates with on-site travel staff of any arrival and departure issues during standard business hours, for all assigned programs.
• Performs other duties as assigned

Minimum Requirements/Qualifications:

• An Associates/Two-year College Degree or a combination of education and work experience required.
• Minimum of 3-5 years’ experience working in the meetings and incentives industry, specifically coordinating group air travel arrangements.
• Firm knowledge of GDS system required; previous experience with SABRE is strongly preferred.
• Must be proficient in Microsoft Office365 Suite products, specifically Outlook, Word, Excel, Team, OneDrive, and SharePoint. Knowledge of Cvent systems is an asset and must be able to learn CE3 (a proprietary Creative Group system).

Non-negotiable Hiring Criteria:

• Models behavior that reflects our organization’s Vision and Values.
• Must possess excellent interpersonal skills to be able to work cross-functionally, develop strong and positive internal and external relationships, and to deliver superior customer service derived from a spirit to help and serve others.
• Models a positive, solution-based approach and be flexible and open to change to be adaptable to program participants and other team members.
• Must be able to work autonomously, while thriving in a team environment.
• Must possess strong verbal and written communication skills to convey and express thoughts and ideas and to write emails with a professional tone. Strong English written and oral communication skills required for all Agents. For bilingual agents, strong English and French or English and Spanish communication skills both written and oral are required.
• Must be organized to be able to work on multiple projects and tasks, in various phases, simultaneously, meet deadlines and prioritize.
• Must be detailed oriented to be able to meet client’s and participants’ needs.
• Must be an active and discerning listener to identify participants’ needs.
• Must be able to maintain confidentiality as required.

 

Working Conditions:

• If in a hybrid role, will work in the office two days per week based on Creative Group policy as well as when required to by manager or supervisor, unless the employee is in a full-time virtual situation. Additional work from home days in exceptional circumstances to be approved by management.
• Extensive computer work, including email communications, and also phone discussions.
• Attends business related functions.
• Possible travel on site with clients/groups between 1-10 days in duration and can involve long hours.
• On call flight monitoring which can involve evening or weekend hours
• Sitting for extended periods of time.

The above statements are intended to describe the general nature and level of the work being performed by individuals assigned to this job. This is not an exhaustive list of all the duties and responsibilities associated with the role. As with all positions, the responsibilities and duties of this position may change. The Company, in its discretion, may alter this job description at any time with or without notice.

Creative Group is an Equal Opportunity Employer committed to a diverse workforce and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, national origin, age, sexual orientation, marital or civil partnership status, pregnancy, disability, Veteran, or genetics. In addition to federal law requirements, Creative Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.