Reservation Manager

Handling Reservations and Ticketing:

• Respond promptly to customer inquiries about international flight schedules,
• fares, and availability.
• Use Global Distribution Systems (GDS) such as Amadeus, Sabre, or Galileo to
• book and issue tickets accurately.
• Process changes to bookings, including reissuance, refunds, cancellations, and
• handling complex itineraries.
• Monitor and manage Passenger Name Records (PNRs) to ensure all bookings are
• correctly documented and ticketed before deadlines.
• Coordinate with airlines to resolve ticketing issues and ensure smooth processing.

Providing Exceptional Customer Support:

• Assist customers in selecting flights that match their preferences and budgets,
• providing tailored travel solutions.
• Address and resolve any concerns or queries, such as baggage allowances, seat
• preferences, and meal requests.
• Inform customers of airline-specific policies, including cancellation rules, visa
• requirements, and travel documentation.
• Handle complaints and disputes with professionalism and a problem-solving approach to ensure customer satisfaction.
• Team Leadership: Recruit, train, and manage the daily operations of the reservation agents team.

Promoting Additional Services:

• Educate customers about available value-added services, including travel
• insurance, premium seating, and special promotions.
• Suggest alternative travel options, upgrades, or packages to enhance customer
• experience and increase sales.
• Actively promote promotional offers and discounts provided by partner airlines.

Documenting and Reporting:

• Maintain detailed records of bookings, ticket modifications, cancellations, and
• refunds.
• Ensure all transactions and communications with clients are accurately logged in
• the company’s system.
• Generate regular reports, including daily, weekly, and monthly summaries of
• sales, revenue, and customer trends, for management.

Problem-Solving and Crisis Management:

• Proactively assist customers with emergency travel needs, such as rebooking in
• cases of flight cancellations or delays.
• Provide solutions for travel disruptions, including rerouting options and
• negotiating with airlines for exceptions.
• Resolve discrepancies in ticket pricing, fare rules, and customer payments in coordination with airlines and internal teams.

Staying Updated on Industry Trends:

• Continuously learn about changes in airline regulations, fare rules, and travel
• industry updates.
• Keep up-to-date with global travel restrictions, visa policies, and entry
• requirements to guide customers effectively.
• Monitor competitor offerings and market trends to suggest improvements to services.

Collaborating with Internal and External Teams:

• Work closely with airlines and suppliers to ensure smooth processing of bookings
• and payments.
• Coordinate with the finance department to process payments, refunds, and credit
• card reconciliations.
• Provide assistance to other team members during peak times to ensure excellent
• service delivery.

Maintaining Service Standards:

• Uphold the agency`s reputation for excellent customer service by delivering
• professional and courteous support at all times
• Ensure compliance with IATA regulations, company policies, and airline
• requirements.
• Strive to achieve personal and team sales targets while maintaining high-quality
• service delivery.
• Here’s a complete and professional