JOB DESCRIPTION / ROLE
JOB PURPOSE
- To lead and manage retail travel business by providing supervisory support and specialised business expertise on a day-to-day basis including usage of relevant motivational, training, management and communication techniques to achieve the departments customer service and revenue targets.
JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS
- Lead retail travel sales efforts, identifying new opportunities to drive revenue growth and achieve sales targets.
- Build and maintain strong relationships with retail clients to understand their travel needs and provide tailored solutions.
- Develop and implement sales strategies for the retail travel business, including promotional campaigns and offers.
- Collaborate with internal teams to ensure smooth travel service delivery and customer satisfaction.
- Keep up to date with market trends, competitor activities, and emerging products in the travel industry.
- Identify and pursue opportunities for cross-selling and up-selling travel products to existing clients.
- Provide exceptional customer service, addressing any client queries or concerns in a timely and professional manner.
- Prepare and present sales reports, forecasts, and performance metrics to management.
- Mentor and support junior sales staff, offering guidance on best practices in sales and customer service.
- Anticipate operational peaks and device methods to efficiently handle work pressure and ensure all available resources are utilized at optimal levels to meet production targets set for the unit.
- Ensure adherence to set Operational process flows and regular checks on controls & improvement.
- First point of escalation from customers or from internal departments. Must ensure that complaints/feedback is objectively investigated, analysed and responded to, thereby securing the goodwill and retention of the customer and maintaining the image of DN-AUH.
- Handle, when the need arises, a selected portfolio of exclusive clients who may need extra special handling and thereby ensure total loyalty of clients.
- PCI-DSS Specific - Conducting briefing on PCI-DSS for new joiners & existing members, weekly random check on agent workstations, desktops, and generic mailboxes to confirm there is no credit card information present.
Requirements:
Qualifications:- Degree or Honours (12+3 or equivalent)
Experience:
- Minimum of 6 years' experience in the travel industry
- Experience in Abu Dhabi Travel market is an advantage.
Knowledge/Skills:
- Knowledge of Front Office systems/Airline Reservation systems .
- Knowledge of world geography and major carrier networks to facilitate quick itinerary planning.
- In depth knowledge of the local UAE travel market in general, and Abu Dhabi in particular.
- Interpersonal ability, team management, telephone and customer service skills.
- Proficient in MS Office applications i.e., Word, excel & PowerPoint.
- Fluency in both written and spoken English is essential.
- Other languages besides English: Arabic
- Safety Sensitive Role: No
- Leadership Role: Yes
ABOUT THE COMPANY
A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.
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