Ticketing & Reservation Officer at Elizabeth Maddeux

Job Summary

• The Ticketing and Reservation Officer will be responsible for overseeing the full lifecycle of travel bookings, from itinerary design to final ticketing, while ensuring compliance with international travel regulations.
• This role requires technical expertise in Global Distribution Systems (GDS), a sharp eye for detail, and the ability to navigate complex travel requirements in a fast-paced environment.
• The successful candidate will play a vital role in enhancing the client’s service delivery, maximizing cost-efficiencies, and maintaining the high level of professional excellence that defines the organization’s market standing.

Key Responsibilities
Reservations & Ticketing:

• Strategic Fare Management: Utilize Global Distribution Systems (GDS) to research, quote, and issue tickets, ensuring all fares are optimized for both cost-efficiency and traveler convenience.
• Complex Itinerary Planning: Design and coordinate intricate flight routings and multi-city reservations tailored to specific passenger requests or corporate travel policies.

Client Advisory & Communication:

• Proactive Information Delivery: Serve as a primary consultant by providing real-time updates on travel times, transit requirements, and essential international travel protocols.
• Real-Time Availability Management: Manage high-volume inquiries regarding flight schedules and pricing, providing accurate data on seat availability and seasonal fluctuations.

Customer Support & Retention:

• Modification & Conflict Resolution: Facilitate seamless ticket changes, reissuances, and cancellations while navigating airline policies to minimize penalties for the client.
• Value-Added Service Promotion: Identify opportunities to upsell special offers or ancillary travel products that enhance the passenger experience while meeting sales targets.

Technical Proficiency & Accuracy:

• System Integrity: Maintain expert-level use of computer reservation systems to verify space availability and ensure data entry accuracy for all bookings.
• Space Optimization: Monitor "on-request" bookings and waitlists to secure confirmed space for customers on high-demand travel dates.

Sales & Business Growth:

• Product Advocacy: Educate new and existing clients on the organization’s service portfolio, ensuring they are aware of competitive advantages and new loyalty offerings.
• Lead Conversion: Systematically follow up on all inbound travel inquiries, applying persuasive communication techniques to convert prospects into confirmed sales.

Industry Awareness & Excellence:

• Market Intelligence: Stay updated on global airline industry changes, policy shifts, and fare regulation updates that impact the ticketing and reservations landscape.
• Cross-Selling Performance: Actively promote and sell integrated travel products, such as insurance or lounge access, to maximize the revenue generated per transaction.

Qualifications & Experience

• Minimum of an OND qualification.
• Proficiency in the use of any two of the 3 GDS is a must, especially Amadeus & Galileo
• Experience in tour packaging is a plus
• Minimum of 4 years ticketing experience
• Strong Analytical skills
• Excellent written and verbal communication skills.
• A positive attitude and a growth mindset.

Skills & Competencies:

• Expert in Amadeus and Galileo
• Skilled in cost-effective itinerary planning.
• Proven ability to convert inquiries into sales.
• Quick resolution of flight changes or issues.
• Error-free data entry and ticket issuance.
• Professional and persuasive communication style.
• Fast delivery under tight airline deadlines.