Crew Accommodations Agent

Crew Accommodations Agent
Job Description
The
Crew Accommodations Agent
at
CORPAY's Airline Division – TA CONNECTIONS
is responsible for managing and resolving all hotel and ground transportation booking activities for our clients' crew members. This role receives booking requirements primarily through our proprietary system CrewHub (CrewRez), as well as through multiple communication channels, such as email, chat, and phone calls.

The Agent coordinates resolutions with vendors by strictly following Standard Operating Procedures (SOPs). They handle communications from airline crew scheduling and hotel desk departments, as well as hotel and ground transportation vendors, to address issues and last-minute challenges that crew members may encounter during their layovers.

During Massive Irregular Operations (MIROPs), this role requires extended work hours and the ability to perform under pressure, ensuring timely accommodation arrangements to prevent crew rest delays or flight cancellations.

Essential Duties And Responsibilities

• Book hotel accommodations for flight attendants, pilots, ad-hoc crews, and other non-crew airline employees.
• Handle emergency crew relocations alongside the on-shift Supervisor.
• Work closely with clients' Crew Scheduling and related departments to meet operational requirements and resolve crew issues.
• Communicate with internal departments and management to resolve problems and expedite work.
• Monitor and confirm access to all necessary systems, tools, and resources required to perform duties as per SOPs; report issues to the shift Supervisor.
• Utilize all tools and technology effectively to process, track, and report transactions.
• Accurately record all reservation information, approvals, and supporting details in TA Connections systems for reference and troubleshooting.
• Source suitable and compliant hotel options in markets or cities where airline clients do not have existing contracts or when contracted hotels are sold out.
• When only non-compliant options are available, ensure proper approval procedures are followed and recorded in the system.
• Make payments to hotel and transportation vendors according to system settings and contractual payment terms.
• Maintain a positive, professional, and solution-oriented attitude with open and respectful communication.
• Report incidents formally to the TA Connections Supervisor on shift and/or the TA Connections HR partner.
• Maintain excellent attendance, punctuality, and adherence to company policies and procedures.
• Support Account Management, IT, Billing, and Commission Collections teams with data gathering, research, and issue troubleshooting.
• Perform special projects and other duties as assigned.

Job Requirements

• Excellent interpersonal and client relationship skills.
• Strong organizational and multitasking abilities.
• Strong written, verbal, and negotiation skills.
• Ability to work independently and collaboratively as part of a team.
• Ability to communicate professionally with clients and partners via email, chat, and phone.
• Familiarity with hotel sourcing and rate negotiation, and understanding of market and contractual needs.
• Excellent PC and Microsoft Office skills (Outlook, Word, Excel, PowerPoint).
• Availability to work shifts and extended hours during irregular operations.
• Flexibility to adjust work schedules and shifts as required by operations (with advance notice).
• Reliable internet connection and a quiet home-work environment for potential remote work.

Qualifications

• High school diploma or GED required (some college education preferred but not required).
• Fluency in English required; additional languages are a plus.
• Experience in the hotel or travel industry preferred but not required.
• Customer service or call center experience preferred but not required.