About The Role

We at Discover Qatar and Qatar Airways Holidays aim to create and deliver unique and unforgettable experiences of Qatar served up through exclusive offerings, a constant focus on quality and always a customer-first approach.

As Operations Officer (Leisure Sales), you will be responsible to provide and sustain a 5-stars standard in customer service and will achieve the Sales & Revenue targets by employing effective processes to provide quality holiday consultation and service through the team of holiday consultants.

Your key accountabilities include:

• Ensure all booking requests (walk-in, telephone and e-mail) are handled within the agreed time frame as per QR Holidays Service Level Agreement.
• Delegate and distribute tasks and assignments to reporting staff based on their skill and strength.
• Manage day to day rostering of shifts.
• Monitor Amadeus queues and assigns to staff on duty.
• Ensure hand-over is done from one shift to the next for smooth running of the day-to-day operation. Be the first point of contact between QR Holidays and Finance to provide the requested document or any other inquiry and enable Finance to finalize payments, refunds, etc.
• Responsible for cash handling and daily sales reconciliation.
• Check and ensure all documentation provided to customers is accurate and a reflection of actual confirmation received.
• Ensure all payment is received before documentation and reporting of the transaction is completed as per the SLA
• Provide Solutions for all customer service scenarios, including customer complaints as per the procedure. Liaise with operators and hoteliers in case of issues/customer complain, etc.

Qualifications:

• Bachelor’s Degree or Equivalent (Travel and Hotel Management preferred)
• Minimum 4 years of job-related experience
• Exposure to the Leisure travel market in GCC region, dealing in B2B Sales (Travel Agencies) and ancillary management
• Knowledge of Reservations/Ticketing and GDS (Amadeus)
• Excellent written and verbal communication skills (Arabic preferred)
• Ability to work on own initiative, commercially driven and can work in a target-based environment
• Excellent computer skills with excellent excel, presentation and creative knowledge
• Data analysis and ability to articulate to external customers
• Exposure to the team handling