Lead Travel Advisor / Sales & Ticketing Lead at Kenya Airways

Job Description (adsbygoogle = window.adsbygoogle || []).push({}); Kenya Airways, the leading African airline flying to more African destinations than any other carrier, takes pride in being at the forefront of connecting Africa to the world and the World to Africa through its hub Nairobi Jomo Kenyatta International Airport.ResponsibilitiesTicketing Responsible for the team ticket issuance in the outlet by observing all approved tariffSchedule and fares to maximize on revenue and reduce on unnecessary billing by other carriers.Ensure passenger ticket-correct booking class and seasonality and correct names per Passport.Corporate ticket-against approved discounts and ContactsGroup’s tickets- Against approved groups fare by RM.IATA Travel agents’ tickets-Against VMPD.Excess baggage MCOS-Against approved rates.Staff Rebates-against approved i-Pride authorizing class of Travel, Routing, and staff Names / Dependant.Other Airlines tickets – Against approved IATA RES .Stretcher case handling and ticket-as per policy.UMNR ticket and handling-as per policy.CREW tickets-as per approved list from crew scheduling.MCO for Last minute upgrade-as per approved levels by Revenue Management.Package Tickets- As per communicated levels by KQ holiday.KL/AF/DL/PW tickets- As per GSA agreements. Customer Service Offer exemplary service to improve customer satisfaction and retention.Foresee office functionality and customer comfort by liaising with IS and Maintenance & property to keep Air-conditioning, lighting, and computers fully functional at all times.To request all Special service SSR and follow-up for actions to ensure seamless service to our customers e.g. special meals, wheelchairs, advance seat request.Empathize with customers who have been misconnected, denied boarding, delayed flights by rerouting, rebooking as preapproved procedures.To strive to resolve any customer complaints and escalate to Customer Relation and follow up feedback.Be a role model in providing professional customer care to our customers.Correctly communicate KQ products, schedules& fares so as to maximize on sales and meet set revenue targets within the shops/outlets while observing good CRS practices to reduce on costs. Documentation Reconciling of sales returns to account for personal daily sales.Processing refund and ensuring passengers are guided accordingly on the amount refundable for reimbursement on unutilized tickets.Updating relevant dashboards for records/reconciliation and tracking purposes.Filing of required documents as per sales process especially for direct corporates. Reports Prepare and produce weekly/monthly sales reports to measure sales performance and account for all activities relating to IS, RM, Security, Safety and Maintenance,Produce and reconcile daily sales report and sign off.For Direct Corporate produce statistical information on weekly basis to assist in evaluating the efficiency of the Team and to inform on service improvements. Sales Create and Maintain Customer PROFILE data to assist in distribution of our special promotion fares to maximize on sales.Promote on-line processes (on line booking, payment and check in) to maximize sales.Generate ancillary revenue through sell of KQ merchandise (e.g. Rugby T-Shirts) & extra legroom seats.Promote KQ travel insurance (travel guard)and Msafiri Credit Card.Servicing all Loyalty program members (Flying Blue, Kool Flyers, Msafiri card etc.) to increase sales.Promote KQ Holiday. Documentation Processing /proration of refunds.Responsible for safe custody of accountable documents and fi ling of MCOS/Ticket copy for audit purposes.Preparing and sending proforma invoices to customers.Documentation of company assets within our offices. Planning &Administration To prepare and administer the shift/leave roster for optimal utilization of staff and resources.Ensure all administrative matters in office are handled as per KQ policy and regulations (Office equipment maintenance, valid licenses, cost cutting cleanliness, uphold KQ brand image) for business continuity.Enhance correct CRS usage and queue management to reduce cost.Conduct staff appraisals as per KQ’s policy to measure staff performance.To undertake induction, training, and development of new and existing team members.To provide Coaching to each staff within the team and updated feedback from both parties.To maintain daily opening/closing approved timings for the office while allocating resources appropriately.To ensure all staff have the systems / tools/stationery required for them to perform their duties.To identify ideal Processes and Procedures for Sales office Activities to assist in Agent training and implementation of the same.Perform any other duty as maybe assigned.Sustain standards in the outlets. Job Requirements Bachelor’s degree plus 2 years Sales experience /Diploma in a business-related field plus 4 years Sales experience.Expertise knowledge in Sales and Ticketing processesDemonstrated product and market knowledgeNegotiation SkillsGood communication and presentation skills.