Reporting to the Commercial Manager, the Lead Travel Advisor will lead, guide, and motivate a group of Travel Advisors to provide excellent service to Kenya Airways customers. The primary objective is to ensure customer satisfaction, loyalty, and retention at the lowest cost within the scope of the 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 (e.g., special meals, wheelchairs, advance seat requests) and follow up for actions to ensure seamless service to our customers.
- Empathize with customers who have been misconnected, denied boarding, or delayed by rerouting and rebooking as per approved procedures.
- Strive to resolve any customer complaints and escalate to Customer Relations while following up for feedback.
- Act as a role model in providing professional customer care.
- Correctly communicate KQ products, schedules, and fares to maximize sales and meet revenue targets within the shops/outlets while observing good CRS practices to reduce costs.
Ticketing
- Responsible for the team's ticket issuance in the outlet by observing all approved tariff schedules and fares to maximize revenue and reduce unnecessary billing by other carriers.
- Ensure passenger ticket-correct booking class and seasonality and correct names per passport.
- Offer and facilitate Special Service Requests.
- Provide seamless servicing for Direct Corporates and Group requests.
- Handle 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 reports and sign off.
- For Direct Corporates, produce statistical information on a weekly basis to assist in evaluating the efficiency of the team and to inform service improvements.
Sales
- Create and maintain Customer PROFILE data to assist in the distribution of special promotion fares to maximize sales.
- Promote online processes (online booking, payment, and check-in) to maximize sales.
- Generate ancillary revenue through the sale of KQ merchandise (e.g., Rugby T-Shirts) and extra legroom seats.
- Promote KQ value-add products as applicable.
- Service all loyalty program members (Flying Blue, Kool Flyers) to increase sales.
- Promote KQ Holidays.
Safety and Risk Management
- 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 the 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 costs.
- 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 member 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, and stationery required for them to perform their duties.
- Identify ideal processes and procedures for Sales office activities to assist in agent training and implementation.
- Perform any other duty as assigned.
Skills
- Teamwork/team player.
- 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.
How to Apply
Interested and qualified candidates should visit the official Kenya Airways careers portal at careers.kenya-airways.com to submit their application.
