We are currently recruiting for the role of Reservations and Ticketing Supervisor in Lagos, Nigeria. The role plans, supervises and supports the Reservation and Ticketing staff in order to achieve optimal customer satisfaction and surpass the annual revenue targets. Encourages teamwork, consistency of service and proper coordination.

Key accountabilities: 

• Support staff and customers to resolve difficult issues /problems pertaining to Reservations and Ticketing, on a daily basis. Arranges reservations and routing for using timetables, airline manuals, reference guides, and tariff book to encourage to maximum revenue for the Airline.
• Perform a proper flight firming check to maximize flight utilization and reduce No-shows. Deal with all mishandled passengers, NORECs and DNB as required each day to reduce passenger complaints.
• Guide, support and assist the Reservation and Ticketing staff on any queries and supervise the unit in the absence of the Line Manager. Brief and update the Ticketing Office or Management regularly on any requests that require their approval. 
• Issuance of MCO's and refunds; process lost tickets and time barred tickets. 
• Oversees the investigations for complaints done by the Team. 
• Supervises the staff, ensure quality of work meets the Airline standard, and motivate staff to achieve positive contribution on daily basis. 
• Assist mishandled passengers such as NOREC/DNB to reduce passenger complaints.
• Prepare sales report for finance and generate weekly reports to be submitted to your line manager as per the set deadlines and guidelines
• Record and process reservations made by phone/fax/e-mail; actions telex messages and authorities 
• Handle Help desk – assist travel agents with seat confirmations, upgrade/downgrade proposals.

Qualifications

The successful candidate will have the following qualifications and skills:

•    Relevant College or University qualifications
•    Minimum 3 years of job-related experience
•    Excellent communication skills with fluency in the English language
•    Ability to foster teamwork among team members
•    Knowledge of special rates/ offers/ promotions. 
•    Mathematical skills.
•    Fair knowledge of World Geography. 

Employees must submit applications through internal vacancies portal (via GEMS) only.

Please see below for all eligibility and requirements for internal applications and please note that any applications not meeting the criteria will not be processed.

• All internal candidates can only have three active applications at any point in time.
• All internal candidates must have completed a minimum 10 months in their current role in order to apply for a new role
• All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process
• If you are Deck Crew(Qatar Airways & Qatar Executive) candidate, you would require NOC to apply for this role.
• This is a Grade 5 role based in Lagos, Nigeria.