Reservations/Sales Supervisor

Job Purpose: ‎1. 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
departments customer service and revenue targets. ‎2. JOB ACCOUNTABILITIES
LINKED TO OBJECTIVE AREAS 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: ‎3. MINIMUM
QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS Qualifications: ‎12 Years schooling
or equivalent Experience : Commercial/Sales. Reservations/Ticketing ‎5+ Years
Knowledge/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.