Senior Reservations and Ticketing Agent

Qatar Airways•Washington, DC

3d•Onsite

About The Position

The Senior Reservations and Ticketing Agent leads Reservations and Ticketing Agents and serves as an intermediary between staff and management. The role supports customers in finding suitable itineraries, manages reservation changes and cancellations, and provides reservation and ticketing services in accordance with airline procedures and standards. The position also includes staff coordination, reporting, complaint investigation, and assigned aircraft turnaround and cabin-door duties.

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.
Numeric skills.
Must have the 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.

Responsibilities

Handle customer requests professionally while 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, including awareness of First Aid, basic firefighting, and emergency evacuation policies and procedures.
Arrange passenger reservations and routings using the Amadeus system, and communicate fares, policies, and procedures accurately.
Issue tickets and quote correct fares to passengers.
Investigate complaints to identify and correct weak areas.
Prepare staff rosters to ensure appropriate distribution of manpower.
Ensure work quality and compliance with airline standards, and motivate staff to contribute positively each day.
Promote customer satisfaction, service excellence, customer retention, and frequent-flyer-program enrolments through friendliness, telephone etiquette, and professionalism.
Prepare sales reports for finance and submit weekly reports to the Line Manager by the required deadlines and according to guidelines.
Respond promptly to office communicator, telephone, 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.
Relay information to customers and assist them in finding suitable itineraries.
Cancel or change reservations at customers’ requests.