JOB PURPOSE

Carry out the reservation and booking of Airline Tickets, Vehicle, Hotel and travel packages in order to ensure the smooth

handling of corporate accounts and passenger’s travel requirements.

KEY ACTIVITIES:

1:- SALES – AIRLINE

• Carry out the airline reservations and booking for Corporate Accounts and walk in customers for the timely
• issuance of tickets to the customer / passenger and ensure that the Division has met their travel requirements.
• Handle the ticket reservations and bookings of Corporate Accounts as assigned by the Division Head; ensure that the actions taken are in compliance with the Division’s standards and practices.
• Ensure all customer travel details are obtained for timely and accurate processing of ticket reservations / booking reserve / book the ticket using the GDS / Amadeus / Gelilio system.
• Revise ticket reservations and booking details as per request of the Customer; provide options from other approved airlines, as and when necessary, according to the customer’s needs.
• Check with the relevant Airline on group fares and special discounts to be provided to the Customer, as per their requirements; Discuss with the Counter Supervisor for any special requirements to be discussed with the airline.
• Inform the Customer on expiration of ticket reservations, before its deadline, for proper booking of the ticket.
• Inform the Customer on the cost / payment required for the booking; close the sale and follow up with Customer’s on payment / Local Purchase Orders (LPO) to timely book the ticket.

2:- CUSTOMER SERVICE

•  Provide the utmost Customer Service to its corporate accounts and other customers in order to meet and exceed customer needs resulting to better customer satisfaction and repeated reservations / bookings.
• Build, manage and maintain relationships with customers and their representatives.
• Entertain Corporate Accounts and walk in customers / passengers in a professional and friendly manner.
• Provide sufficient response to all Customer inquiries in a friendly and professional manner; maintain the utmost patience and understanding of the customer and their needs.
• Inform Customer on a timely basis on any changes to the cost / ticket on its expiration, booking change etc.
• Check with Customers on any required special services or options for their travel needs.
• Handle and respond to Customer complaints and issues in order to ensure its resolution within the benefit of both the customer and the division; Escalate the issues to the Counter Supervisor as and when necessary.
• Be available and respond to customer inquiries and concerns at all times.

3:- TRAVEL INSURANCE

•  Promote and sell Travel Insurance to all of its customers traveling outside the country in order to obtain additional revenues and profit for the Division.
• Promote to the Customers the benefits of Travel Insurance, based on the purpose of their travel.
• Obtain and follow up from the customer payments for timely processing of the passenger’s insurance.
• Discuss and inform the Customer on Insurance details, including contacts and other relevant information for their use, as and when required.
• Be knowledgeable on the rates and details of the Insurance Policy offered to passengers based on the purpose of travel.

TRAVEL PACKAGES / HOTEL & VEHICLE RESERVATIONS

• Carry out the processing of customer requirements for travel packages, hotel and car reservations in order to provide the bookings / reservations within a defined timeline and as per the needs of the customer.
• Respond to Customer inquiries and requests for travel packages, hotels and car reservations including the necessary details and cost. 
• Carry out the processing of the Customer’s hotels and vehicle reservations, ensuring its timely arrangement.
• Prepare Leisure itineraries over the counter sales to the respective clients.
• Check with the Hotel and car rental agency representatives on pricing, promotions and other details for its timely communication to the Customer.
• Oversee the reservations and processing of Travel Packages for the Customer and their guest, to ensure its timely completion within the satisfaction of the customer.
• Inform the customer with advice or publications containing travel information, as and when necessary.
• Be knowledgeable on the rates and conditions of hotels and car rental agencies; check with the counter Supervisor for any new developments and relevant updates.

AD HOC ACTIVITIES

•  Carry out Carry out and accomplish other instructions or requests from the Division Management.
• Carry out instructions or requests, relevant to their work, on time and within the satisfaction of the Line Manager.
• Serve as temporary replacement to other vacationing employees, as and when instructed.
• Support other members of the team as and when requested.