Job Outline:
In this role you will be required to
Ensure through effective supervision and/or coaching, the efficient and superior handling of clientsin a proactive manner (Retail, Corporate or Government) with regard to airfares, itineraries and other travel arrangements based to their needs, exposing at the same time, the whole range of dnata products including Leisure, with a view to selling a maximum number of auxiliary products at the highest possible levels of profitability for the Department.
Ensure staff are able to 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 commensurate with client requirements and expectations. If employed under Airline Affairs, ensure that the Outgoing and Incoming PTA transactions are handled accurately and efficiently.
Ensure that staff recommend alternate classes of travel, routes or carriers, in the case of non availability of seats, and effectively sell space (keeping in mind carriers that have been prioritised by the department) and products to increase revenue for dnata travel, seeking at the same time opportunities to up-sell and cross-sell, using DFO or any other system made available by the department.
Ensure the implementation of all sales policies and procedures including the use of dedicated Airline Systems. These should include the accurate and complete update of all areas of client profiles.
Controland maintain records of all revenue accountable documents such as Tickets and MCO's placed in the office, and ensure all utilised documents are correctly reported in the Back Office System at the end of the day/shift, to facilitate accurate invoicing by Sales and Revenue accounts, or the Lodged Card operators, as the case may be. Ensure that any Petty Cash allocated to the office is accounted for correctly and cash collected promptly banked. Will be responsible for the safe keeping of all Accountable Documents and Cash in the unit.
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. Identify training requirements, maintain records and nominate staff for suitable training, to ensure they are equipped to provide a professional service at all times.
Conduct Performance Matters (PM) Reviews for the Team, ensuring that Objectives and Development plans are clearly defined. Utilise PM as a tool for the development of staff skills that will result in the best possible service delivery to clients.
Ensure that all customer complaints/discrepancies received are logged and objectively investigated, recommendations are made to line manger or corrective action is taken. Monitor the quality of service delivered in the Unit to ensure customer satisfaction and loyalty.
Plan efficient rosters to comprehensively cover the office or Airline counters, bearing in mind language requirements, peak periods etc.
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.
Job Details
| Date Posted: | 2013-02-05 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Sales |
| Company Industry: | Airlines/Aviation |
Preferred Candidate
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