Reservation/Sales Supervisor

Job Purpose: Lead a team of employees by providing operational, supervisory
support and specialised business expertise daily using relevant motivational,
training, management and communication techniques to achieve the department?s
customer service and revenue targets. Job Outline Deploy - Ensure
implementation of all sales policies and procedures including the use of point
of sale and dedicated Airline Systems. These should include the accurate and
complete update of the master database and all areas of client profiles in
point of sale applications - Plan efficient resources to comprehensively cover
the office or Airline counters, keeping in mind language requirements,
operational peak periods etc. - Based on Business requirements, identify and
evaluate potential feasibility for on-boarding new clients/Low Cost Carriers
(LCC) through Airline B2B or API connectivity. Work towards implementation and
integration into dnata Point Of Sale (POS) applications Lead - Ensure
employees are trained and coached to provide great customer service, upselling
and cross selling 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 and regulations have been
complied with, and that the product delivered is in line with client
requirements and expectations - Monitor and analyse sales performance of the
office regularly against assigned targets and keep the team's efforts focused
on productive activities so that targets are achieved using established sales
promotion techniques - Identify areas of development, provide feedback at
regular intervals to team members and ensure they are equipped to provide
professional support at all times - Conduct performance reviews for the team,
ensuring that objectives and development plans are clearly defined - Maintain
effective working relationships with internal departments and Airlines
ensuring Service Level Agreements (SLAs) are constantly met Execute - Control,
maintain records and provide reports of all revenue accountable documents.
These could include tickets and MCO's ensuring all utilised documents are
correctly reported in the back office system at the 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 any Petty 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 they are equipped to provide a professional
service at all times. Provide on-job training to new joiners and regularly
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 are logged, objectively investigated as per
agreed SLAs and recommendations made to the line manager or corrective action
is taken. Monitor the quality of service delivered in the unit to ensure
customer satisfaction and loyalty - Review and implement SOPs and KPIs in the
department, based on our standard customer requirements, regulatory and
industry standards, Quality Management Systems and departmental objectives and
policies. Ensure any new workflow changes are documented in the existing SOP
SPECIFIC JOB ACCOUNTABILITIES Revenue Optimisation - Manage LCC B2B/API
related projects which includes liaising with internal/external stakeholders,
review Project timelines towards successful implementation & integration in
dnata applications - Co-ordinate with dnata Legal, DPO, Insurance & Tax
Department to obtain their review, feedback and approval 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 clients
Qualifications & Experience: Qualification/Experience/Knowledge/Skills - More
than ‎5 years of Commercial/Sales.Reservations/Ticketing experience - ‎12 Years
schooling or equivalent - More than an year of Supervisory experience -
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.