Do you want to be a Reservations & Ticketing Officer for Qatar Airways?
About Your Job
Responsible for overall operation of reservation department, including customer relations issues, within a designated station. Lead and motivate the Reservations staff and act an intermediary between the staff and Management. Plan, supervise, and support the Reservations staff in order to achieve optimal customer satisfaction and surpass the annual revenue targets. Encourage teamwork, consistency of service and proper coordination.
Handle customer requirement/request professionally ensuring minimum complaints. Support Travel Agent with seat confirmation and arrange VIP bookings/ticketing queries.
Be in charge of customer relations within the designated station.
Continuously seek for and implement service improvement initiatives.
Plan telesales campaigns and convey it to Supervisors and Agents.
Make acquaintance with GDS system and policy. Update the team member accordingly.
Handle difficult customer query with minimal or no supervision.
Analyse and give solutions to customer complaints as required to his senior. Investigate complaints to define and correct weak areas.
Brief and update the Reservations Office or Reservation Manager regularly on any requests that require their approval. Recommend system and process enhancements to Management.
Responsible for auditing team members’ sales presentation techniques and customer interactions during formal presentations and telephone conversations (Ingoing/Outgoing)
Support staff and customers to resolve difficult issues/problems pertaining to Reservations and Ticketing, on a daily basis.
Prepare staff roaster to ensure proper distribution of manpower.
Drive improvement in team efficiencies through review, enhancement and application of internal processes
Guide and support staff and keep them updated with relevant changes in the industry and QR products/services. Guide, support and assist the Reservations Agent on any queries and supervise the unit in the absence of Reservations Manager
Management & Leadership
Establish the department and teams objectives and priorities to align with and support business objectives
Regularly evaluate the department and team objectives, plans, procedures and practices and makes appropriate changes if needed
Oversee and supervise employees in direct daily activities. Recruit, train, develop, coach, appraise and discipline employees to ensure a high standard of service delivery
Prepare staff roster and plan staff annual leave to ensure proper distribution of manpower throughout the year to meet the commercial need.
Take responsibility for own ongoing personal development and growth to expertise
Train and develop other employees, for proper succession planning and risk management
Assist in the response to any emergency or a major operational disruption affecting Qatar Airways or its subsidiaries, including support of the Qatar Airways Special Assistance Program
Supervise staff, ensure quality of work meets the Airline standard, and motivate staff to achieve position contribution on a daily basis
Assess staff strength and weaknesses and reduce customer complaints and errors by on-the-job training and coaching
Encourage teamwork and motivation
Other duties and responsibilities as requested by management
Bachelors Degree or equivalent with
Qatar Airways in-house Computer Reservation and Ticketing [e.g. Amadeus] for internal candidates
A Recognized IATA or Airline Advanced Passenger Tariff and Pricing Course
Experienced – minimum 4 years of job-related experience required
Thorough knowledge of special rates/offers/promotions.
Proven ability to manage sales with due regard to the Revenue.
Ability to adhere to Management Policy and target sales mix to achieve maximum revenue, ensuring every opportunity to sell is taken.
Input reservation requests through telephone in.
A high potential individual willing to be trained/learned.
Job Specific Skills:
Fair knowledge of World Geography.
Excellent English Language communication skills – spoken/written.
Works within Organizational Structure and Culture.
Demonstrates Quality Consciousness.
Managerial skill – Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate’s skill. Ability to foster teamwork among
Note: you will be required to attach the following: 1. Resume / CV
2. Copy of Highest Educational Certificate
3. Copy of Passport
Nairobi CountyNairobi CountyNairobi CountyNairobi County, KenyaKenyaKenyaKenya