Reservations & Ticketing Officer

Khartoum North, Sudan
negotiable Expired 3 years ago
This job has expired.

JOB DETAIL

Would You Like To Be A Reservations And Ticketing Officer For Qatar?

About Your Job:

  • Responsible for the 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.

 

Operational

  • 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 solution 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

 

Development

  • Take responsibility for own ongoing personal development and growth of 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 the 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

About You:

 

Qualifications:

Essential

  • Bachelors Degree or equivalent with

 

Preferred

  • 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

 

Previous Experience:

 

Essential

  • 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.
  • High potential individual willing to be trained/learned.

 

Job Specific Skills:

Essential

  • Mathematical skill.
  • 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. NOC (Qatar Airways Group Employees Only)
3. Copy of Highest Educational Certificate
4. Copy of Passport
Khartoum Bahri, Khartoum, Sudan

location

This job has expired.