Ticketing

Summary:

We are seeking a dynamic and experienced General Manager to lead our Airlines & Ticketing division. The ideal candidate will have extensive experience in managing both domestic and international ticketing operations. This role requires a strong focus on strategic leadership, process optimization, and ensuring high levels of customer satisfaction. The General Manager will be responsible for overseeing the ticketing team, ensuring seamless operations, and building strong relationships with clients, airlines, and other key stakeholders.

Key Responsibilities:

1. Leadership and Team Management:

•  Lead and manage the Ticketing & Reservation team by providing guidance, training, and development opportunities.
•  Establish departmental goals and ensure the team consistently meets performance targets.
•  Foster a collaborative and high-performance work culture, encouraging professional growth.

2. Ticketing Operations Management:

•  Oversee the booking, issuance, reissuance, cancellation, refunds, and amendments for both domestic and international travel.
•  Ensure full compliance with airline regulations and company policies.
•  Manage complex ticketing requests, including group ticketing and high-value itineraries.
•  Ensure timely and accurate ticketing services are provided to clients.
•  Liaise with airlines to ensure smooth operations, resolve issues, and negotiate ticketing agreements as necessary.

3. Customer Relationship Management:

•  Serve as the senior point of contact for key clients, offering expert advice and resolving escalated issues.
•  Enhance customer satisfaction by ensuring seamless service delivery and effective issue resolution.
•  Build and maintain long-term relationships with clients, airlines, travel agents, and vendors.

4. Operational Strategy and Process Improvement:

•  Implement best practices to improve ticketing processes, ensuring operational efficiency and error reduction.
•  Regularly evaluate ticketing platforms (e.g., Amadeus, Galileo, Sabre) and suggest upgrades or changes when necessary.
•  Continuously train team members on new tools, technologies, and industry trends.

5. Reporting and Analysis:

•  Oversee the preparation of reports on ticketing activities, trends, and customer feedback.
•  Analyze ticketing data to identify areas for improvement and provide strategic recommendations to senior management.
•  Monitor and track key performance indicators (KPIs) to assess team performance and operational efficiency.

6. Collaboration and Stakeholder Management:

•  Collaborate with senior management, airlines, and vendors to negotiate ticketing agreements and ensure smooth operations.
•  Work closely with other departments (e.g., Sales, Customer Service) to ensure a seamless customer journey from booking to post-travel support.

Qualifications and Skills:

1. Educational Requirements:

•  Bachelor’s degree in Travel & Tourism, Hospitality, Business Management, or a related field.
•  Postgraduate qualification or certifications in Travel & Tourism or Management is a plus.

2. Experience:

•  10-15 years in ticketing and reservations, with at least 5 years in a leadership role.
•  Strong experience in managing domestic and international ticketing operations.
•  Experience with group ticketing, corporate clients, and complex itineraries.

3. Skills and Competencies:
 
•  Proficiency in GDS (Amadeus, Galileo, Sabre, or equivalent).
•  Strong leadership, communication, and interpersonal skills.
•  Ability to manage complex customer issues and escalations.
•  Analytical skills with attention to detail and problem-solving abilities.
•  Knowledge of airline fare rules, ticketing processes, and industry standards.

4. Technical Knowledge:

•  Expertise in GDS tools and ticketing software.
•  Familiarity with industry regulations and compliance requirements.