Resv/Sales Supervisor

Job Purpose: 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 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: 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. Safety Sensitive Role: No
Leadership Role: Yes
Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary
and travel benefits that are exclusive to our industry, including discounts on
flights and hotels stays around the world. You can find out more information
about our employee benefits in the Working Here section of our website
www.emirates.com/careers. Further information on what's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.