Weekend & Overnight On Duty Concierge Id-1283

January 10, 2025

At Cranky Concierge, we strive to be the most useful and worry-free travel service available for all travelers. We use our superior industry knowledge to book travel, monitor for issues, and intervene when things go wrong.

We specialize in providing air travel assistance to people at various points in their travels. The Concierge's primary responsibility is to help people if something goes wrong during the hours that the flight planning office is closed, but will also overlap with office hours at the beginning or end of the day.

Shift Timings

We’re looking for someone to cover the following shifts on a regular basis:

Sundays– 7 or 8pm to 3am Eastern Time
Mondays – 7 or 8pm to 3am Eastern Time

It would be a bonus if you could also cover:

Thursdays – 7 or 8pm to 3am Eastern Time

While the shifts listed above would be your regular shifts, there would be opportunities to pick up additional shifts in line with operational needs and to provide cover for other team members.

For this role, we want someone passionate about helping stranded travelers get where they need to go. You have to like dealing with people and understanding what they need, even if they aren't entirely sure. You should be good at being available at night (or perhaps living in Europe, Asia, or Africa). If you don't love all of this, it's not the right fit.

Salary range: $14-$16/hour

Job Responsibilities

Concierges are on duty to answer any urgent questions and help travelers who are stuck overnight. Email and phone systems are programmed to alert if there's a problem, but other notifications may come in.
Some urgent questions may require a simple response or update (such as a slight delay with no impact on plans). Others may involve finding new flight options for cancellations and missed connections. This will often be done in the Sabre GDS.
Available to answer urgent phone calls and provide help if needed (sometimes, those calls to the urgent line aren't all that urgent!).
Prepare and send flight updates.
Assist with tasks such as processing refunds, filing for compensation, and other pre- and post-travel tasks as needed.
When needed and workload permits, the concierge will assist with travel planning, including but not limited to searching for and booking air travel, hotels, car rentals, and transfers. This will mainly be done by email but may also entail phone calls.

If this sounds like the kind of thing you like to do, then keep reading!

Skills You Should Possess (and Other Stuff)

Reliability is critical. Must be available and able to assist within 10 minutes of any alert notification.
Must have good knowledge of airline networks and options to be able to find alternates quickly for stranded clients.
Knowledge of Sabre or other GDS/ARS is preferred but not required.
Accuracy and speed are essential. Timing is everything when it comes to this role.
Common sense ability to help clients better understand what they need or should want is required.
Able to work with little supervision. There are times you’ll be the only person on. You won’t ever be completely on an island, as there will always be someone you can reach out to, which leads us to…
Never be too proud. If you don't know the answer, then be willing to ask others for help.
Must be able to roll with the punches and maintain a calm demeanor. The client may be stressed and angry; you can't be.
Background checks will be required - the job involves handling sensitive client data.
Location doesn't matter to do the job, but you must be eligible to work in the United States. Preference will be given to those in California, Colorado, Georgia, Idaho, Nevada, New York, North Carolina, South Carolina, Tennessee, Texas, and Florida.

All work is done remotely so make sure that you have a comfortable place to work. Work will be done on your computer (Windows or IOS), and you must have reliable internet and a smartphone (Android or iPhone). Communication with clients and airlines is a mix of email and phone, so you must have a quiet work environment.

We can't stress enough how important attention to detail is, so please be sure to include your favorite airline in your application.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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