Reservations/Sales Supervisor - dnata Travel - Jobs in United Arab Emirates, Dubai

Job Description

Job Purpose1. JOB PURPOSELead a team of employees by providing operational, supervisory support and specialised businessexpertise daily using relevant motivational, training, management and communication techniques toachieve the departments customer service and revenue targets.2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREASDeploy - Ensure implementation of all sales policies and procedures including the use of point of sale anddedicated Airline Systems. These should include the accurate and complete update of the master databaseand all areas of client profiles in point of sale applications - Plan efficient resources to comprehensively cover the office or Airline counters, keeping in mindlanguage requirements, operational peak periods etc. - Based on Business requirements, identify and evaluate potential feasibility for on-boarding newclients/Low Cost Carriers (LCC) through Airline B2B or API connectivity. Work towards implementation andintegration into dnata Point Of Sale (POS) applicationsLead - Ensure employees are trained and coached to provide great customer service, upselling and crossselling all dnata travel products including day to day and Project based activities - Make Travel related reservations and issue tickets to clients, taking care that all relevant airline rules andregulations have been complied with, and that the product delivered is in line with client requirements andexpectations - Monitor and analyse sales performance of the office regularly against assigned targets and keep theteams efforts focused on productive activities so that targets are achieved using established salespromotion techniques - Identify areas of development, provide feedback at regular intervals to team members and ensure theyare equipped to provide professional support at all times - Conduct performance reviews for the team, ensuring that objectives and development plans are clearlydefined - Maintain effective working relationships with internal departments and Airlines ensuring Service LevelAgreements (SLAs) are constantly metExecute - Control, maintain records and provide reports of all revenue accountable documents. These couldinclude tickets and MCOs ensuring all utilised documents are correctly reported in the back office system atthe end of the day/shift, to facilitate accurate invoicing-Responsible for the safe keeping of all accountable documents and cash in the unit and ensure that anyPetty Cash allocated to the office is accounted for correctly and cash collected promptly banked - Identify training requirements, maintain records and nominate staff for suitable training, to ensure theyare equipped to provide a professional service at all times. Provide on-job training to new joiners andregularly conduct briefings to update the team on necessary operational changes and latest promotions,changes in airline trends, new products and services - Ensure that all the day to day requests/ escalations received either from internal/external stakeholders arelogged, objectively investigated as per agreed SLAs and recommendations made to the line manager orcorrective action is taken. Monitor the quality of service delivered in the unit to ensure customer satisfactionand loyalty - Review and implement SOPs and KPIs in the department, based on our standard customerrequirements, regulatory and industry standards, Quality Management Systems and departmentalobjectives and policies. Ensure any new workflow changes are documented in the existing SOPSPECIFIC JOB ACCOUNTABILITIESRevenue Optimisation - Manage LCC B2B/API related projects which includes liaising with internal/external stakeholders, reviewProject timelines towards successful implementation & integration in dnata applications - Co-ordinate with dnata Legal, DPO, Insurance & Tax Department to obtain their review, feedback andapproval on Airline contracts Meetings, Groups & Events - Support in the negotiation of costs for venues in keeping with client SLAs - Logistics planning and provision of onsite support for delivery of events - Managing customer billing and update of customer `statement of accounts in a timely manner - Compilation of reports for business reviews with clientsQualifications & Experience3. MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLSQualifications:12 Years schooling or equivalentExperience :Commercial/Sales. Reservations/Ticketing 5+ YearsKnowledge/skills: - Supervisory Experience 1+ years - Advanced fares and ticketing certificate from IATA or equivalent - Knowledge of dnata front Office system/Airline Reservation systems - Knowledge of world geography and major carrier networks to facilitate quick itinerary planning - Ability to tailor tour packages (FITs and Groups) to any part of the world - In depth knowledge of the local UAE travel market in general and Dubai in particular - Interpersonal ability, team management, telephone and customer service skills - Proficient in MS Office applications i.e.Salary & BenefitsDefault text to be providedDefault text to be providedDefault text to be provided

Keyskills :
Supervisory Experience Team Management Ms Office Applications tour packages

About Company

the Emirates Group employs over 103,363 staff from more than 160 nationalities. The Emirates Group’s extensive and diverse international portfolio includes the world’s largest international airline, Emirates, and one of the largest combined air services provider in the world, dnata. For the year financial year ending 2017-18, the Emirates Group posted a profit of AED 4.1 billion (US$ 1.1 billion).