Reservations Manager

Contract: | Year

‘Reporting fo: Reservations Control Manager/Commercial Director
Location: Proflight Head Office.

Deadline for Submissions: 10th April 2023

Start Date: 1“May 2023

RESPONSIBILITIES:
Managing the Contact Center and Head Office Ticket Soles team effectively

relevant Profiight Operation Manuals, Emergency Response Procedures, Safety Policies, and
all procedures relating to the company’s operations and corporate policy.

Ensure all Contact center and Head Office Ticket Sales Personnel receive the required
training by liaising with the relevant Commercial Management and Training Coordinators.

Run monthly meetings with the Contact Centre and Ticket Soles teams.

Delegate tasks of the Contact center and Ticket sales Staff.

Ensure that notifications for passengers/agents/corporates/tour operators following schedule
changes are done in a timely manner.

Ensure the Teams are Checking and answering /composing emails using correct! email
etiquette.

Ensure the Teams are Answering phone calls using correct phone etiquette.

Ensure ll Contact center and Sales Office Personnel understand the company’s Human
Resource policies and that all procedures are adhered to;
Deal with any Human Resource issues within the department and ensure that leave is planned

‘and foken of stipulated.
Monitor and ensure that working hours are met by ll in the department but not exceeded by
anyone.

Creating Contact Centre/Head office Ticket Sales office rosiers.

Conduct Reservation System training to all New Contact Centre, Ticket Sales staff and any
Travel agents Tour Operators/ Corporates needing System Training,
Conduct refresher training for existing staff that may require training.

Send out account opening requirements for ‘would be” account holders.

Handle Travel Agents, Tour operators and Corporale Agreements.
oSend out contracts to registered clients annually

Run regular reports to confirm that procedures are being followed by all.

Atlend and chair Monthly Commercial Mestings.

Attend any InterDepartmental/Middle Management Meetings

Attend Trade shows as and when required.

Work hand in hand with Customer service, Marketing, Reservations control and other
Commercial Managers.

Ensure that action required from the incident reports sent through by Airport Stations ore
carried out accordingly.

Attending to Customer Service complaints in person, over the phone/email and responding in
accordance with Customer Service policies.

Assisting the Contact Center and Ticket Sales Office with;
0 Placement of bookings
0 Changing bookings
o Reinstating bookings
0 Collections of payments for ticket, change fees, excess baggage etc
0 Issuing tickets
0 Re-issuing tickets
0 Volding tickets using correct Aline Procedures
0 Updating bookings with Excess baggage or any other additions/changes
0 Changing ticket status where necessary

QUALIFICATIONS & EXPERIENCE:
Diploma in Business/ Equivalent.

Knowledge of Reservations Operations.

Minimum 2 years’ experience in Airline operations.

KNOWLEDGE/SKILLS:

Knowledge of Commercial Operations regulations.

Acknowledge of English language adequate for his/her job functions.

Must have some knowledge of Proflight operations.

Must have safety, Commercial and security awareness.

Must have Emergency Response Plan awareness.

Must have organizational, decision making and motivational skills.

Must have flexibility and ability to work under pressure and multitask.

Must have good communication skills to liaise with other Team Members.
Must be Computer literate.

APPLICATION:
To apply please email cover letter, Curriculum Vitae and qualifications as a single PDF file to: jobs@proflight-zambia.com
with “Reservations Manager” as the subject of the email.

Note: The closing date for applications is Monday 10 April 2023 at 17:00. Please note that only short-listed candidates for the Interviews
wil be contacted.

Proflight is “an equal opportunity employer’, therefore qualified candidates are
encouraged to apply irrespective of gender.