Operations Officer - Contact Centre Operations & Retail Counter
Qatar Airways
Total years of experience :16 years, 3 Months
- Responsible to achieve sales & revenue targets by employing effective processes that provides quality holiday consultation through the team of holiday consultants.
- Manage day-to-day operations and ensure all bookings requests - walk-ins, telephone and e-mails are handled by the team, within the agreed time frame as per service level.
- Responsible for managing all projects which involve automation, and business requirements for driving initiatives and push transactions onto the online system.
- Collaborate with revenue management team to procure tour-based airfares and benefits.
- Plan & direct staffing, training, and performance evaluations to develop service programs.
- First point of contact between QR Holidays and Finance team to provide the requested documentations or any other inquires related to electronic documents, refunds etc.
- Evaluate QR Holidays services & products, set goals and measure business performance.
- Participation in sales programs including product presentations & training to reservations team, consumers and travel agent groups as necessary and appropriate.
- Review daily reports, market changes, and propose recommendations and feedback to senior management on how to improve service levels and maximize the profit.
- Supervise & assist the team in achieving sales targets, and track sales progress.
- Ensuring the highest standard and total quality service received by customers.
- Enhance & support the implementation of automation projects, improve services delivery.
- Handling customer complaints effectively, increase customer satisfaction and loyalty
- Monitor and organize daily operational activities to achieve optimum productivity.
- Monitor customer preferences to determine focus of sales efforts & customer specifications
- Direct and coordinate activities involving sales of manufactured products, services.
- Process reservations and maintain record of all queries for government entities.
- Collaborate with travel coordinators and travel agents to resolve passenger issues.
- Recommend appropriate measures where required, ensure accuracy in same.
- Select, and help locate based on customer needs and desires.
- Monitor flight queues & manage all reservations on time.
- Plan and organize departmental activities to achieve optimum productivity.
- Offer complete solutions for the widest array of travel services including corporate, conferences as well as special group arrangements.
Bachelor's in tourism and hospitality management helped me to gain practical knowledge of the industry, included major topics such as tourism geography, customer service, business math, hospitality law, accounting, convention marketing, and hotel reservations systems. The study programme managed to make me get prepared for most of the job roles in the tourism and hospitality industry.
