Travel Operations Specialist – Luxury Account

Role Overview

• Receive each confirmed booking handed over by the Ticketing team and create or update the full trip record in our client management system, including all flight details, passenger information, seat assignments, meal preferences, and frequent flyer numbers
• Prepare invoices using FreshBooks, our billing platform, following your Team Lead's instructions, and hold them for review before sending anything to the client
• Once the itinerary and invoice are approved by your Team Lead, send them to the client with a warm, professional message in Periskope, our client communication platform
• Coordinate any additional services the client has requested, such as airport chauffeur pickups, specific seat selections, or special meals, and record all confirmation details in the client's trip record
• Before sending any deliverable to a client, confirm that payment has been received and correctly recorded. You will cross-check payment status across our internal systems using details provided by your Team Lead
• Payments at Ascend come in several forms: credit card charges processed through Stripe, bank wire transfers, PayPal, and occasionally cryptocurrency. Each has a specific verification process you will follow, and your Team Lead will confirm the status for each before you proceed
• If the payment record in any system does not match what you expect, flag it to your Team Lead immediately. You do not communicate payment issues directly to the client
• Make sure all records in our client management system and billing platform match before any client communication goes out. This includes passenger details, flight information, invoice amounts, and payment status
• Keep records updated in real time throughout your shift. If a booking changes, the record changes immediately
• Ensure no booking task sits unactioned for more than 30 minutes during your shift
• Work closely with your Team Lead, who reviews your work, approves client sends, and is there to support you on anything complex
• Coordinate with the Ticketing team on any changes that affect a ticket after issuance, and with the Client Service team on any client-facing updates
• Escalate any payment discrepancy, data mismatch, or client issue to your Team Lead immediately rather than trying to resolve it alone

Requirements

• 1-2+ years in travel operations, hospitality administration, client coordination, or a similar role where managing detailed records across multiple systems was a core part of your work
• Experience creating or managing invoices using a billing tool such as FreshBooks, QuickBooks, or similar platforms
• Familiarity with verifying or reconciling payments across different methods, whether card, bank transfer, or digital payment platforms
• Strong attention to accuracy across multiple tools at the same time: you notice when something does not match, and you investigate rather than ignore it
• Clear, professional written communication: you can write a warm, polished client message without needing a template for every situation
• The ability to manage several tasks at once without losing track of the details, especially during busy shift periods
• Prior experience using itinerary-building tools such as Travefy, Axus, TravelJoy, Tourwriter, or similar platforms (Nice to Have)
• Background in luxury hospitality, premium travel, or high-touch client service (Nice to Have)
• Familiarity with task management tools such as Asana, or CRM and client communication platforms (Nice to Have)
• Working knowledge of travel-specific passenger details such as Known Traveler Numbers (KTN) or Frequent Flyer Numbers (FFN), which are membership identifiers airlines use to apply benefits and loyalty credits to a booking (Nice to Have)
• Genuine passion for travel and delivering a seamless experience (Nice to Have)

Benefits

• Compensation is reviewed based on performance, with clear milestones tied to progression.