RESERVATIONS & TICKETING AGENT

Efficiently provide inbound, outbound and face to face support for GF outlets Reservations Sales Agents and Gulf Air Customers at GF outlets, providing a seamless ‘one-stop shop’ solution where the customer’s needs are owned by the outlets SSU agent until resolution. General reservations and ticketing queries from individual FFP members, Economy & Premium customers and general customers to drive revenue to achieve sales targets and to ensure that customer service meets current benchmarked industry standards.

MAIN DUTIES

1. Create new revenue bookings and pricing, collect and process payment (via Cash/Credit Card/Debit Card) and issue e-tickets accurately in a timely, efficient and a professional manner.
2. Apply ticketing regulations accurately, calculate change fees and penalties and collect and process payments accordingly.
3. Identify customer needs and effectively seek and implement solutions in a professional manner to the satisfaction of the customer and to the industry-benchmarked standard of customer service excellence.
4. Proactively safeguard the reputation of Gulf Air by identifying and managing potential issues as presented and/or identified.
5. Demonstrate a positive, solutions focused attitude to ensure a motivated, energized work environment for benefit of customer, self and team.
6. Revalidate and/or reissue e-tickets for existing bookings, apply ticketing regulations and calculate change fees and penalties accurately and collect and process payment with courtesy in a timely and efficient manner.
7. Proactively advise customers of ticketing time limit rules to avoid NO-SHOW.
8. Achieve daily/weekly/monthly sales and KPI determined by the company in a professional workplace performance targets in alignment with corporate and departmental expectation.
9. Generate revenue opportunities and promote Gulf Air products and services where appropriate/applicable and direct the customer to relevant personnel/department to maximize identified revenue opportunity (i.e. FFP, Ticketing etc.).
10. Read, understand, interpret and communicate Industry and company rules and regulations that are often made available in English.
11. Ensure the passenger details obtained from the customer are accurate and take all steps necessary to ensure that systems data maintains integrity by proactively correcting/taking steps required to oversee correction of errors as identified.
12. Proactively value-add to the customer service experience by ‘going the extra mile’ for the customer (i.e. offer seating requests, meal requests, wheelchairs, advise re. priority telephone numbers for high value customers, website address etc.).
13. Proactively promote the Falcon Frequent Flyer program, explaining benefits and arranging to send application forms to join.
14. Persuasively up-sell premium classes (business) highlighting our excellent service, benefits to FFP members in accruing more miles and points, comfort of seats and exclusivity of certain channels of our in-flight entertainment system etc.
15. Request, book, change or cancel travel arrangements and auxiliary services as per rules and as directed by the customer.
16. Keep abreast of changes that are made to the Reservations, Fares, Ticketing, FFP and Tours procedures.
17. Proactively seek current product knowledge and information, and read all information made available to improve knowledge and quality of service.
18. Answer general inquiries using all resources available and consult a supervisor or other source of information when necessary.
19. Become thoroughly familiar with the TIMATIC system and answer all Visa, Health and general inquiries.
20. Action and clear all passengers in queue in a timely and efficient manner so that appropriate and timely responses are given to the passengers and accordingly PNRs are updated.
21. Follow up with Yield or CRC on medical, special requests i.e. BSCT etc.
22. Handle groups and individual movement including Hajj and Omra or holy places movements throughout the year.
23. Apply system-fall back procedures when the system is down by making notes of passenger requirements.
24. Early check-in. Issue boarding passes 24 hours before departure for all Gulf Air flights.
25. Handle all booking requests for simulator like dead head crew etc. Issue Duty Travel, Dead Head Crew, Authority ticket requests from the Crew Department and engineering department.
26. Issue MCO (Miscellaneous Charge Order) voucher as per request, Issue DBC (Denied Boarding Coupon) voucher for Denied Passengers and Issue EBT (Excess Baggage Ticket) voucher as per request.
27. Handle all LAST MINUTE UPGRADES and DOWNGRADES as per availability.
28. Reroute passenger tickets if needed in case of Denied/over booked flights to the originally booked destination.
29. Handle staff inquiries and reservations needs.
30. Handle any work assigned or delegated by supervisors/managers.

EDUCATION & TRAINING

• Good command of English.
• Holder of Secondary certificate or equivalent.
• Tertiary qualifications preferred.

EXPERIENCE

• Minimum 3 years’ experience in Reservations & Ticketing Field.
• Previous experience in a Customer Service environment.
• Training in a Customer Service environment is preferred.
• Previous experience or training in Travel Industry is preferred.
• Previous experience or training in Ticketing, Reservations is preferred.

About Application Process