Resv/ Sales Supervisor

at  The Emirates Group

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: Commercial/Sales.Reservations/Ticketing : 5+ Years
12 Years schooling or equivalent

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

Please refer the Job description for details