Reservation/Ticketing Agent at ALML Group

Role Purpose

To ensure that all ticket are issued according to IATA regulations. To sit at the ticket desk and answer all passenger enquiries from fare information to issue and reissue ticket and FOI. Maximize revenue by constant selling.

KEY ACCOUNTABILITIES OR MAIN AREA OF RESPONSIBILITY

TICKETING AND RESERVATIONS

• To put the customer at the center of every communication.
• Achieve accuracy on information to passenger and agents.
• Assist with queries and complaint
• Maintaining high standard of professionalism at call center
• Using prescribed level of initiatives when dealing with day to day passengers and agents problems
• Develop good relationship with passengers and agents
• Report to supervisor regarding any queries, complaints and authorizations
• To apply your skill with enthusiasm needed to sell all ALML Travel Management product
• Motivate other staff members
• To support your team at all times in order to achieve team targets by demonstrating interpersonal behaviors.
• To continue to learn about and understand new products and services.
• Uses company resources cost effectively
• Show willingness to change approach, adapt to new ideas and suggestions
• Understand and display good knowledge of processes and procedures.
• Applies new learning and ideas in day-to-day work.
• Ask questions when uncertain to build own understanding
• Communicate with others in clear, concise and respectful manner.
• To ensure all tickets are issued correctly and according to IATA regulations.
• Sales and issue of tickets
• Ensure all ticketing staff are fully trained on ticketing.
• Ensure all equipment is kept in running order i.e. ticket printer, credit card machine, sita printer, phones, computers
• Ensure all tickets are locked in a safe place when not in use
• Ensure security procedures are adhered to fully with regards to storage and usage of tickets through monthly stock take
• Creating of new reservations, limo booking special requests,pta.

FARES

• In-depth knowledge and understanding of IATA fares.
• Knowledge of Round the world fares
• Confidence to quote complicated fares without having to double check
• Knowledge of Shares system (other computer reservations systems)
• Identify what kind of fare the passenger requires
• Advice passengers on various fare options available.
• Advice passengers on all possible options whether available or not
• Maintain accuracy when dealing with passengers on fare quotes.
• Preflight – Carry out pre-flight activities daily
• Reservations – Follow up on booking with expired time limits
•  Follow up on booking and ensure all have time limits
• Follow up on all unticketed bookings prior to departure date
• Report to supervisor any abnormalities or trends noticed.
• UNMR/YPTA – Ensure correction OSI/SSR entries are entered on each booking.

SALES RETURN

• Completion and authorisation of daily Ticketing Sales Return.
• Completion of the daily ITSR (Individual Ticket Sales Return).                 
• Decision making authority/mandates/constraints
• Day to day decisions that do not contravene any policies and procedures.
• Handling and correcting misquotes on fares to agents and passengers.
• Reserves the right not to issue tickets to travel agents who do not present all the appropriate documents for the issuance of a ticket i.e validated LPO, IATA certified agency travel documents(passport and Visa)
• Reserves the right not to issue tickets to travel agents who deliberately tries to manipulate a booked reservations i.e effecting name changes etc via their own GDS system.