Lead Travel Advisor at Kenya Airways

Brief Description        

The ideal candidate will be reporting to the Commercial Manager. He/She will lead, guide and motivate a group of Travel Advisors to provide excellent service to the KQ customers to ensure customer satisfaction, loyalty and retention at the lowest cost within the scope of KQ sales business plan.

Detailed Description        
Principal Accountabilities (Responsibility)

CustomerService  

• Offer exemplary service to improvecustomer satisfaction and retention.
• Foresee office functionality and customer comfort by liaising with ISand Maintenance & property to keep Air conditioning, lighting, andcomputers fully functional at all times.
• Request all Special service SSR and follow up for actions to ensureseamless service to our customers e.g special meals, wheelchairs, advance seatrequest.
• Empathize withcustomers who have been misconnected, denied boarding, delayed flights byrerouting, rebooking as per approved procedures.
• Strive to resolve any customer complaints and escalate to CustomerRelation and follow up feedback.
• Be a role model in providing professional customer care to our customers.
• Correctlycommunicate KQ products, schedules & fares so as to maximize on sales andmeet set revenue targets within the shops/outlets while observing good CRSpractices to reduce on costs.

Ticketing 

• Responsible for the team ticket issuancein the outlet by observing all approved tariff schedule and fares to maximizeon revenue and reduce on unnecessary billing by other carriers.
• Ensure passenger ticket-correct bookingclass and seasonality and correct names per passport. Passport. • Offer and facilitate Special ServiceRequests.
• SeamlessServicing for Direct Corporates and Groups requests.
• EMD, VOID and Refunds reporting andfacilitation of Partner Tickets.

Reports

• Prepare and produce weekly/monthly salesreports to measure sales performance and account for all activities relating toIS, RM, Security, Safety and Maintenance.
• Produce and reconcile daily sales report and sign off.
• For Direct Corporate produce   statistical information on weekly basis toassist in evaluating the efficiency of the Team and to inform on serviceimprovements

Sales

• Create and Maintain Customer PROFILEdata to assist in distribution of our special promotion fares to maximize onsales.
• Promote on-lineprocesses (online booking, payment and check in) to maximize sales.
• Generate ancillary revenue through sellof KQ merchandise (e.g. Rugby T-Shirts) & extra legroom seats.
• Promote KQ value add products asapplicable.
• Servicing allLoyalty program members (Flying Blue, Kool Flyers) to increase sales.
• Promote KQ Holidays

Safety

• Uphold safety and security standards forthe office to safeguard company resources.
• Risk Management: Responsibility on card acceptance policy.
  Cash in office.
• Ensure screening and observation ofcovid protocols in the sales shop since this is a public place.

Planning& Administration

• Prepare and administer the shift/leave roster for optimal utilizationof staff and resources.
• Ensure all administrative matters in office are handled as per KQpolicy and regulations (Officeequipment maintenance, valid licenses, cost cutting cleanliness, uphold KQbrand image) for business continuity.
• Enhance correct CRS usage and queue management to reduce cost.
• Conduct staff appraisals as per KQ’spolicy to measure staff performance.
• Undertake induction, training, and development of new and existing team members.
• Provide Coachingto each staff within the team and updated feedback from both parties.  
• Maintain daily opening/closing approved timings for the office whileallocating resources appropriately.
•  Ensure all staff have the systems / tools/ stationery required for themto perform their duties.
• Identify ideal Processes and Procedures for Sales office Activities toassist in Agent training and implementation of the same.
• Perform any other duty as maybeassigned.
•  Sustainstandards in the outlets.

Job Requirements        
Qualification (Minimum) 

• bachelor's degree plus 2 years Sales experience OR Diploma in a business-related field plus 4 years Sales experience.
• IATA/UFTAA Diploma/Intermediate to advance Airline fares and ticketing.
• Minimum of 3 years of experience in Fares and ticketing.
• Demonstrated product and market knowledge.
• Superior team leadership, team working and co-operation skills with the ability to drive change management.
• Good communication, negotiation and presentation skills.
• Ability to handle pressure and difficult situations with resilience, calmly and effectively.
• Must be a person of unquestionable integrity.

Additional Details        
Other Skills

• Teamwork/team player.
• Customer focus.
•  Customer focus.
• Result oriented.
• Good organizational skills.