Crew Accommodations Agent

Corpay is currently looking to hire a Crew Accommodations Agent on a permanent basis within our Lodging division. This position falls under our TA Connections line of business and is based in our Heathrow office. In this role you will be responsible for overseeing and coordinating the hotel and ground transportation bookings for our client’s crew members, as well as managing the workflow between agents and clients. This role requires efficient handling of booking requirements through our proprietary system CrewHub (CrewRez), along with managing communications through email, chat, phone calls, and direct interactions. You will be required to work a shift pattern of 4-on/4-off rotation, consisting of 12‑hour day and night shifts. You will report directly into the Operations Manager and regularly liaise with other team members within the division.

Role Responsibilities

• Booking and overseeing all the bookings of hotel accommodations and ground transportation for flight attendants, pilot crews, ad‑hoc crews, and other non‑crew airline employees.
• Handling emergency relocations of crew members, working closely with the Supervisor on shift and ensuring timely resolutions to avoid delays or cancellations.
• Acting as the primary liaison between the client’s Crew Scheduling, other relevant departments, and our internal teams to meet operational requirements and resolve issues affecting crew members.
• Facilitating effective communication with internal departments and management to expedite work and resolve problems.
• Ensuring that all necessary tools, systems, and resources are accessible and operational, reporting any issues to shift supervisors promptly.
• Using all tools and technology to process, track, and report transactions, ensuring accurate registration of reservation details in the TA Connections system.
• Identifying suitable and compliant hotel options in various markets, particularly in locations without contracted hotels or during Sold Out situations, and handle the approval process for non‑compliant options.
• Managing payments to hotel and transportation vendors in accordance with contractual terms.
• Reporting incidents professionally to the TA Connections Supervisor on shift and/or Operations Management.
• Maintaining impeccable attendance, punctuality, and adherence to company policies and the Employee Handbook.
• Assisting the Account Management Team, IT, Billing, and Commission Collections departments with data gathering, research, and troubleshooting, and work on special projects as assigned.

Qualifications & Skills

• A minimum of 3 years’ experience in the hotel/travel industry or a similar role is highly preferred.
• Capable of handling complex coordination tasks to ensure smooth operations and excellent client service.
• Ability to interact with clients and business partners both electronically and via telephone.
• Excellent interpersonal and client relationship skills with excellent PC skills.
• Strong organizational and multi‑tasking skills.
• Strong writing, communication, and negotiation skills.
• Ability to work independently and as a contributing team member.
• 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).
• High school diploma or GED Certificate is required. (Some college education is preferred but not 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

• 4 X Life insurance
• Pension scheme – 5% employer contribution
• Private Healthcare
• 25 days Holiday (plus Holiday Buy/Sell)
• Access to LinkedIn learning
• Free rewards and discounts via Gratitudes
• Career Progression

Corpay is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), gender, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, marital status, genetic information, military or veteran status, or any other characteristic protected by applicable law. Corpay is committed to fostering an inclusive workplace where individuals are respected and valued for their diverse perspectives, experiences, and contributions. If you require reasonable accommodation during any part of the application or interview process, please notify a representative of the Human Resources Department.