Reservations Ticketing Agent at ALML Group

Role Purpose

To serve and sell the company's products to all walk-in customers at the Airport Ticket Office in a professional manner which ultimately satisfies customers' needs and at the best benefit to the company.

Responsibilities not limited to

• Handle all enquiries from both clients and travel agents.
• Ensure that all telephone calls coming into Reservations are answered, thereby achieving

targets and objectives of the company and the functions of the Airport Ticket Office are carried out effectively.

• Efficiently respond to all incoming telephone calls into Reservations, with highest level of customer care.
• Proactively sell our products especially promoting our Frequent Flyer Programme.
• Proactively sell and promote the company's products to walk-in customers.
• Issue tickets/PTAs for both direct passengers and travel agents.
• Ticketing of redemption tickets and upgrade vouchers; interline tickets and staff tickets.
• Re-issue / endorse tickets in a timely fashion.
• Ensure the accuracy of fare quotation.
• Provide temporary coverage to Reservations when required.
• Ensure security of tickets and accountable documents.
• Accurately process and record credit card payments.
• Record and report all monies and equivalents collected daily
• Answer all incoming calls relating to all aspects of reservations in a courteous and

professional manner.

• Provide accurate information, including any special promotions, to customer queries.
• Sort and distribute incoming emails.
• Book or modify reservations in accordance with customer's requirement.
• Monitor seat allocations for group traffic.
• Conduct pre-flight checks to reduce seat wastage.
• Check and action special requests on PNR.
• Act as phone sales for Frequent Flyer club members; handle all programme enquiries,

reservations of award redemptions, re-credit of missing mileage and other related matters.

Requirements

VACANCY NOTICE (For Internal/ External Candidates Only)

• Minimum of B.Sc/BA. Or equivalent degrees.
• Fluency in written and spoken English Language
• Should have proven good decision-making, negotiation and leadership skills.
• Clear and effective communication skills.
• Thorough knowledge of company's product, Shares, Amadeus, Sabre etc.
• Commercial awareness and a balanced unbiased view.
• Revalidating tickets according to the existing policy.
• Reissuing tickets against the IATA fare rules.
• Waive restrictions for emergency cases.
• Cancel expired reservation.
• Accumulating the air miles for the members