Lead Travel Advisor at Kenya Airways

Purpose

Reporting to the Commercial Manager, the ideal candidate 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.

Responsibilities

Customer Service

• Offer exemplary service to improve customer satisfaction and retention.
• Foresee office functionality and customer comfort by liaising with IS and Maintenance & property to keep Air conditioning, lighting, and computers fully functional at all times.
• Request all Special service SSR and follow up for actions to ensure seamless service to our customers e.g special meals, wheelchairs, advance seat request.
• Empathize with customers who have been misconnected, denied boarding, delayed flights by rerouting, rebooking as per approved procedures.
• Strive to resolve any customer complaints and escalate to Customer Relation and follow up feedback.
• Be a role model in providing professional customer care to our customers.
• Correctly communicate KQ products, schedules & fares so as to maximize on sales and meet set revenue targets within the shops/outlets while observing good CRS practices to reduce on costs.

Ticketing

• Responsible for the team ticket issuance in the outlet by observing all approved tariff schedule and fares to maximize on revenue and reduce on unnecessary billing by other carriers.
• Ensure passenger ticket-correct booking class and seasonality and correct names per passport.
• Offer and facilitate Special Service Requests
• Seamless Servicing for Direct Corporates and Groups requests
• EMD, VOID and Refunds reporting and facilitation of Partner Tickets

Reports

• Prepare and produce weekly/monthly sales reports to measure sales performance and account for all activities relating to IS,RM ,Security, Safety and Maintenance,
• Produce and reconcile daily sales report and sign off.
• For Direct Corporate produce statistical information on weekly basis to assist in evaluating the efficiency of the team and to inform on service improvements.

Sales

• Create and Maintain Customer PROFILE data to assist in distribution of our special promotion fares to maximize on sales.
• Promote on-line processes (online booking, payment and check in ) to maximize sales
• Generate ancillary revenue through sell of KQ merchandise (e.g. Rugby T-Shirts) & extra legroom seats
• Promote KQ value add products as applicable.
• Servicing all Loyalty program members (Flying Blue, Kool Flyers) to increase sales
• Promote KQ Holidays

Safety

• Uphold safety and security standards for the office to safeguard company resources.
• Risk Management: Responsibility on card acceptance policy

Planning & Administration

• Prepare and administer the shift/leave roster for optimal utilization of staff and resources
• Ensure all administrative matters in office are handled as per KQ policy and regulations (Office equipment maintenance, valid licenses, cost cutting cleanliness, uphold KQ brand image) for business continuity.
• Enhance correct CRS usage and queue management to reduce cost.
• Conduct staff appraisals as per KQ’s policy to measure staff performance
• Undertake induction, training, and development of new and existing team members.
• Provide Coaching to each staff within the team and updated feedback from both parties.
• Maintain daily opening/closing approved timings for the office while allocating resources appropriately.
• Ensure all staff have the systems / tools/ stationery required for them to perform their duties.
• Identify ideal Processes and Procedures for Sales office Activities to assist in Agent training and implementation of the same
• Perform any other duty as maybe assigned
• Sustain standards in the outlets.

Skills

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

Qualifications

• 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 2 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.