Travel Services Specialist

Looking to grow your career in travel and aviation services?

About us :

dnata is world’s trusted aviation partner. Our award-winning aviation services are the cornerstone of airport, passenger, and travel operations across the world.

As part of the Emirates Group, dnata is a leading global air and travel services provider. Established in 1959, we offer a wide range of quality and safe ground handling, cargo, travel, catering, and retail services in 35 countries across 6 continents, contributing to a memorable travel experience in the air and on the ground. If it’s part of the journey, it’s part of the portfolio.

From a five-employee team, dnata has grown to become a global name, providing ground handling, cargo, premium services, catering & retail, and travel services to its customers across the globe.

Job Purpose : Reporting to the Reservation & Sales Supervisor, the jobholder will directly interact with clients and potential clients to provide superior and consistent quality of travel services. S / He will handle complex transactions and advise clients on the finer points of difficult itineraries as well as provide them efficient travel solutions and up to date information.

Job Outline

Provide the highest standard of customer service to corporate clients using the applications and systems made available by the company to ensure error free itineraries and travel arrangements that maximise customer satisfaction as well as revenues for dnata.

Engage the customer and sell dnata Travel products to clients at every opportunity, ensuring maximum sales of auxiliary products to increase revenues.

Make travel related arrangements (reservations, issue tickets, Visa) for clients while ensuring that all relevant airline / hotel rules and regulations have been complied with, and that the product delivered is commensurate with client requirements and expectations.

Inform customers about mandatory requirements covering their journey such as passport, visa, health and insurance requirements as well as other details such as check-in arrangements and baggage allowance.

Maintain an excellent working relationship with clients through accurate and complete update of all areas of the client profiles. All details communicated to clients including fare quotes shall be updated in system.

Handle refunds in line with department procedures and guidelines ensuring that refunds are processed accurately without delay.

Read, assimilate and implement all changes to computers systems, airline fares, schedules and other relevant procedures, filing if necessary relevant information / material for reference, to deliver an unrivaled service to clients.

Assist the Reservation and Sales Supervisor in closing sales at the end of day, banking monies received, and in providing reports on service and sales as and when required by the senior management. Provide assistance and guidance in the training of junior staff.

Ensure all revenue documents issued are correctly reported on a daily basis, in the back office system to enable accurate invoicing by the accounts department. Any discrepancies / issues that may arise should be escalated to the supervisor.

Manage close working relationships with contracting and operation teams.

Critical Competencies

Customer service orientation

Initiative and commitment to achieve

Attention to detail and quality

Organising for results

Effective communication

Interpersonal ability

Qualifications / Skills / Experience

University degree in business or related discipline.

Minimum of 4 years front line travel experience as a reservation / sales agent.

IATA / UFTAA certification.

Knowledge of fare construction and ticketing with good knowledge of Computerised Reservation Systems (CRS) MARS / Galileo / Sabre / Amadeus.

Strong verbal and written English is a must.

Knowledge of world geography and major carrier networks to facilitate quick itinerary planning.

Knowledge of world wise visa for corporate

Interpersonal ability, telephone and customer service skills.

Previous experience / awareness of the Indian market in airline / travel industry would