Lead Travel Advisor

ABOUT THE COMPANY Kenya Airways is the Africa's Leading Airline-Business in the World. JOB SUMMARY 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.QualificationsBachelor’s degree plus 2 years Sales experience.ORDiploma 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 skillsAbility to handle pressure and difficult situations with resilience, calmly and effectively.Must be a person of unquestionable integrity. RESPONSIBILITIES Customer ServiceOffer 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.TicketingResponsible 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 RequestsSeamless Servicing for Direct Corporates and Groups requestsEMD, VOID and Refunds reporting and facilitation of Partner TicketsReportsPrepare 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.SalesCreate 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 salesGenerate ancillary revenue through sell of KQ