Reservation Services Coordinator

Reservation Services Coordinator - ‎23000732
United Arab Emirates
Closing Date: Nov 1st ‎2023

To provide support to the network through functions within the Reservations
Services, Group Services, Visa Services, Staff Travel, Credit Card call outs
and Agency Support teams, on a ‎24/‎7 basis.
KEY RESPONSIBILITIES
‎1. Handles reservation queries from stations across the network and Travel
Agencies with regard to all types of bookings created through flydubai
authorized booking channels.
‎2. Coordinates with finance team for travel agent queries related to account
top ups and refunds to ensure payments and refunds are made accurately and
promptly.
‎3. Responds to phone calls/emails from stations across the network and travel
agencies promptly and professionally ensuring service quality levels are
maintained at an all-time high. .
‎4. Handles Group Services queries/bookings from Travel Agents, while covering
other Group support tasks such as pre-flight checks, time limit checks,
special handling of Haj/Umrah movements. etc.
‎5. Monitors flight disruptions and handles affected passengers by providing
alternate solutions in the event of flight delays and cancellations etc.,
reprotection of passengers on FZ or OAL flights and minimises the cost by
providing correct alternative and solutions in liaison with stations across
the network and other airlines.
‎6. Executes schedule changes for the entire flydubai network and ensures
changes are implemented correctly in the system, passengers are informed, and
alternatives provided as per company policy.
‎7. Performs Revenue Integrity pre-flight checks accurately and on time in
accordance with the process to ensure all bookings are ticketed, paid and
duplicate bookings are cleared before flight departure and to ensure flights
are tallied and closed correctly post departure.
‎8. Processes staff ticket reservations, duty travel, transfers, changes, and
cancellations as per company policy.
‎9. Applies for UAE Visit Visas & extensions, follows up on pending Visa
applications, and facilitates visa processing for passengers, GSAs,
Distributor Staff, VIP guests and flydubai employees, ensuring swift approvals
are acquired by UAE Immigration.
‎10. Reviews unsuccessful credit card transactions to ensure recovery of
payments that were unreceived due to technical issues. Applies the upsell
programme to ensure passengers who volunteer, receive the upgrade and revenue
increase.
‎11. Supports GDS travel agents across the network with regard to GDS tickets
and ticket re-issuance for codeshare, interline and GDS bookings and handles
Billing & Settlement Plan (BSP) refunds on behalf of agents who are not
granted access to do so.
‎12. Reviews system generated reports to correct any reservation errors in
liaison with concerned departments.

Qualifications

MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS*
Minimum Education
* High School Diploma (or equivalent)
**__Education and Experience Specific Requirements
* Preferred No. of Years (with Relevant Degree) - ‎3
Systems, Licensing, Language or Certification Requirements
* MS Office applications
* Experience in the travel/airline industry and work experience in CRS/GDS systems such as SABRE, Galileo or Airline Reservation systems
CORE COMPETENCIES*
* Customer Focus
* Team work
* Effective Communication
* Personal Accountability & Commitment to achieve
* Resilience and Flexibility (Can do attitude)

ISR Requirements
Reads and complies with the ISR policies of the Company and diligently reports
any weakness or incidents to the respective Line Manager or the Information
Security team. Completes all required ISR awareness sessions and follows
associated guidelines in the day to day business operations.