To maintain, service and account manage both “Direct accounts” and “Groups”, optimising all guests interactions and opportunities to convert into sales outcomes and maximise revenues. To efficiently handle all telephone enquiries, maintain excellent sales results and customer service whilst ensuring correct implementation of EY policies and procedures.
Responsibilities
Handle direct bookings from SMEs/Corporates, Embassy, the travel trade and sponsorship bookings, identifying and pursuing all potential opportunities to exceed revenue targets. Up-sell premium classes at every opportunity issuing tickets on the Sabre Reservation system using Etihad net contract fares
Keep up to date on EY products, services, policies and procedures as well as Etihad’s current fares, promotional offers and tactical fares to ensure accurate information and correct implementation
Maintaining client records in Salesforce.com, process waivers and favours such as up-grade, excess baggage etc.
Handle Groups enquiries (email & phone call), action Groups queues daily, negotiate fares with HQ/GRM, turn around new quotes inside 24hours. Be pro-active in meeting customer requirements wherever possible. Recognise potential business opportunities and turn into revenue. Manage large Groups movements such as F1, Hajj, Umrah, Marine, and Series Allocations. Raise group contracts accurately to secure bookings. Prepare reports on Group utilisation as/when required
Take ownership of existing group bookings and Calendar for all applicable deadlines. Provide ticketing instructions to all IATA travel agents; create bookings on Sabre, issue tickets, MPDs for Group’s deposits for non- IATA agents and direct guests
Prepare, update and maintain weekly revenue reports for management distribution
Maintain effective working relationships both within the department and within other EY departments (i.e. Groups Revenue Management, Pricing and Yield Management in HQ). Ensure a “can do” attitude is applied to sharing workloads within the departments such that all tasks are completed on time
Provide excellent customer service (e.g. answering telephone calls to the customer service guidelines. Build good relationships with all business partners and enhance customer satisfaction
Update as per input from HR and act as the custodian of the confidential staff and family members eligibility database for duty and concession tickets. Process and issue duty travel and annual leave tickets on EY network as well as concession tickets on EY and other airlines as per all applicable policy and procedures
Responsible for balancing individual sales reports and incorporation of all sales reports. Balance cash and banking reports, ensuring all monies accounted for every piece of business and aim to reduce cost of sale wherever practicable.
Requirements
Qualification & Education:
Diploma is required with courses on airline advanced passenger tariff and pricing.
Experience:
Post holder must have at least 2 years airline work experience, preferably in sales/groups.
Training & Knowledge:
EY/Sabre Reservations systems
Recognised IATA or knowledge in rules and regulations or airline restrictions
Excellent communication and interpersonal skills
Excellent written and oral English language skills
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