Senior Reservations and Ticketing Agent

Qatar Airways•Washington, DC

7d•Onsite

About The Position

The Senior Reservations and Ticketing Agent, based in Washington Dulles (IAD), leads Reservations and Ticketing Agents and serves as an intermediary between staff and management. The role supports customers in finding suitable itineraries, relays information, and changes or cancels reservations on request. The agent handles passenger and travel-agent inquiries, creates reservations and routings in Amadeus, communicates fares and policies, issues tickets, and investigates complaints. The position also includes preparing staff rosters and sales and weekly reports, responding to office communications from QR outstations, and supporting service quality, customer satisfaction, and staff performance. Additional duties may include Aircraft Turnaround Check (ATC) work as assigned by the ASM and operating aircraft cabin service doors from outside where applicable to reduce the risk of inadvertent slide deployment. Applicants must have current authorization to live and work in the United States; visa sponsorship is not available. CVs must be in English.

Requirements

High school diploma with at least 2 years of job-related experience, or a bachelor's degree (or equivalent) with at least 1 year of job-related experience.
Certificate of Ticketing and Reservations.
Working experience in an airline or customer-related position.
Computer knowledge.
Fair knowledge of world geography.
Excellent spoken and written English communication skills.
Thorough knowledge of fare construction and ticketing.
Ability to work independently and as part of a team.
Numerical skills.
Current right to live and work in the United States; visa sponsorship is not available.
CV must be in English.

Nice To Haves

ATA Amadeus Certificate.
Awareness of policies and procedures for First Aid, basic firefighting, and emergency evacuation.

Responsibilities

Lead Reservations and Ticketing Agents and act as an intermediary between staff and management.
Handle customer requirements and requests professionally, minimizing complaints.
Support travel agents with seat confirmations and arrange VIP bookings and ticket queries.
Handle telephone calls and passenger requests while following QR procedures and regulations and maintaining a high quality of reservations service.
Arrange passenger reservations and routings using the Amadeus system.
Communicate fares, policies, and procedures accurately to passengers.
Issue tickets and quote correct fares.
Investigate complaints to identify and correct weak areas.
Prepare staff rosters to ensure proper distribution of manpower.
Ensure quality of work and compliance with airline standards, and motivate staff to contribute positively on a daily basis.
Promote customer satisfaction, service excellence, customer retention, and FFP enrolments through friendly, professional service and telephone etiquette.
Prepare sales reports for Finance and submit weekly reports to the Line Manager by the required deadlines and guidelines.
Respond promptly to office communications, telephone queries, and email queries from QR outstations.
Perform other department duties related to the position as directed by the Head of the Department.
Perform Aircraft Turnaround Check (ATC) duties as assigned by the ASM to support safe operation of the QR ground ramp product.
Operate aircraft cabin service doors from outside where applicable to reduce the safety risk of inadvertent slide deployment.