Job Purpose |
Successful
incumbent will supervise all front desk activities to optimize all
guest interactions and satisfaction whilst ensuring compliance with all
Etihad ticketing policies and procedures and high standards of customer
service delivery to exceed guest expectations.
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Responsibilities |
Your responsibilities shall include but not limited to:
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Supervise
the efficient operations and monitor performance of the assigned team
in order to achieve revenue, yield and volume targets.
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Ensure
team compliance with all EY reservation policies and procedures and
standards of guest service (i.e. handling guest problems, answering
telephone enquiries within 3 rings, pre-flight checks, timeliness,
grooming, courtesy etc)
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Handle day-to-day problem resolution, escalating to higher levels as required.
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Assign duties, responsibilities, staff roster and leave records
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Coach,
counsel and motivate the team, evaluate performance in a meaningful way
that recognizes staff achievements and provide opportunities for skills
enhancement (i.e. schedule training in AUH, shadowing for new joiners
etc);
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Keep
self and the team up to date on product, service, policies and
procedures through regular team meetings ensuring communication and
understanding by team members.
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Ensure all monies accounted for and TSR tallies
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Ensure ticket stocks are correctly logged, stocked, stored and all material properly stocked and displayed.
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In
a state of flight disruption, ensure liaison with all involved (guests
and colleagues alike) is managed in a positive manner and that revenue
and guest satisfaction requirements are maintained
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Responsible for having queues, PTA issues, TODs and re-issues completed in a timely manner
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Requirements |
Successful candidate must have right to live and work in Nigeria.
High school graduate, Three
to five years airline or travel agency experience in a reservations and
ticketing role with at least two years supervisory experience. With
ability to work under pressure and to short lead times and working on own initiatives.
Training and knowledge:
- Etihad reservation system*AMADEUS* - courses in reservations and ticketing
- Airline advanced passenger tariff and pricing course
- Recognized IATA or knowledge in rules and regulation of airline restrictions
- Coaching skills
- Good written and oral English language skills
- Good PC skills include Word, Excel, PowerPoint, Internet
- Numerate
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The Individual |
OPERATING ENVIRONMENT: You have to:
Do
Duty within standard retail opening hours; travel may be required for training;
assistance at airport in support of EY ground operations team if required;
unsocial hour in support of sales functions etc when required
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