Reservation & Ticketing Officer

Country USA City Washington Department Airport Operations Closing date 18 October 2012

Job Purpose Successful candidate will supervise all front desk activities to optimize all guest interactions and satisfaction whilst ensuring compliance with all EY ticketing policies and procedures and high standards of customer service delivery to exceed guest expectations. Responsibilities Your responsibilities shall include but not limited to: Supervise the efficient operations and monitor performance of the assigned team in order to achieve revenue, yield and volume targets. Ensure team compliance with all EY reservation policies and procedures and standards of guest service (i.e. handling guest problems, answering telephone enquiries within 3 rings, pre-flight checks, timeliness, grooming, courtesy etc) Handle day-to-day problem resolution, escalating to higher levels as required. Assign duties, responsibilities, staff roster and leave records Coach, counsel and motivate the team, evaluate performance in a meaningful way that recognizes staff achievements and provide opportunities for skills enhancement (i.e. schedule training in AUH, shadowing for new joiners etc);  Keep self and the team up to date on product, service, policies and procedures through regular team meetings ensuring communication and understanding by team members. Ensure all monies accounted for and TSR tallies Ensure ticket stocks are correctly logged, stocked, stored and all material properly stocked and displayed. In a state of flight disruption, ensure liaison with all involved (guests and colleagues alike) is managed in a positive manner and that revenue and guest satisfaction requirements are maintained Queues, PTA issues, TODs and re-issues completed in a timely manner Identify safety risks in accordance with risk assessment process, and ensures that adequate risk mitigation steps are appropriately implemented in order to ascertain safety within the workplace. Requirements High school graduate, three to five years airline or travel agency experience in a reservations and ticketing role with at least two years supervisory experience Training & Knowledge: Experience in Sabre would be an advantage Airline advanced passenger tariff and pricing course Recognized IATA or knowledge in rules and regulation of airline restrictions Coaching skills  Good written and oral English language skills Ability to work under pressure and to short lead times Able to work on own initiative Good PC skills include Word, Excel, PowerPoint, Internet Numerate

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