Reservations & Ticketing Officer - Dhaka, Bangladesh

Company Name

Job Functional Area

Job Title
Reservations & Ticketing Officer

Job Ref No

Job Location

Minimum Education
Bachelor's Degree

Minimum Experience
4 Years

Posted on
Jun 10, 2019

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Job Description

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 solution to customer complain 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

About You:
Qualifications & Experience:
Bachelors Degree or equivalent
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.
High potential individual willing to be trained/learned.

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