Assistant PR & Loyalty Manager
Cathay Pacific Airways
Total years of experience :9 years, 9 Months
Public Relations
- Conceptualize, create and effectively execute PR events.
- Actively responding to request for information from the media to ensure positive coverage at all times.
- Disseminating company press releases, creating local press releases, publicise local activities by the airline for the trade as well as customers.
- Communicating to the media about the new developments to obtain reader space in mainline publications, trade magazines and electronic media.
- Setting up one-on-one interactions with the company spokespersons and the media to generate positive news, telephonic or email interactions as well.
- Conducting familiarisation trips whenever required to take media on Cathay Pacific & Dragonair flights to experience the products and services of the airline, to generate positive coverage.
- Manage the E & A manual updates for the media team.
- Planing, direct development and communication of informational programs to maintain favorable public perceptions of CX by working closely with the PR Agency.
- Co-ordinate and ensure maximum coverage in all in-house publications, like Chai time, CX World and Dragonews.
- Creating and designing the internal newsletter ‘Chai Time’ for South Asia on the Mac using Pages.
- Initiate and lead all CSR activities and community relation campaigns for CX in the region.
- Ability to effectively influence and communicate cross functionally with all levels of management.
- Working closely with the sales, online and offline marketing teams to achieve the profitability collectively.
- Assisting with functions of offline marketing to procure and brand merchandise for corporate gifting, trade events, employee engagement, etc. Also creating flyers for external customer and trade as per the company guidelines.
Loyalty
- Grow the loyalty database to achieve yearly loyalty targets through regular recruitment drives among front line staff
- Ensuring healthy revenue contribution from the frequent fliers.
- Retain members’ loyalty through regular engagement including organizing events/meeting up with elite members.
- Planning and executing tactical promotions for the local market.
- Call handling - Providing customers with appropriate levels of service and communication support as determined by call nature.
- Give accurate concise information, solutions and instructions to customers
and agents
- Direct Selling - Developing selling skills and converting customer calls into sales.
- Achieve self & team revenue and service targets
- Keeping abreast of latest fare rules, conditions and changes.
- Keeping self, updated with changes / enhancement to various CX products at all times to highlight benefits to customers.
- Providing after sales service for online travelers, and also promoting CX online services available to customers.
- Monitoring GDS usage to protect CX inventory and communicate best practices.
- Handling of GDS reports and control of unproductive costs.
- Assisting travel agents for seat confirmations on flights.
- Firming up flights
- Handling Flight Disruptions and providing support to airport teams during flight disruptions.
- Online learning - On an ongoing basis identify and go through Computer based trainings to add value, raise efficiencies and enhance overall work experience.
- Making efforts to keep abreast of latest technical enhancements to raise efficiencies.
- Making sure to work as a team & customer (external & internal) focus.
- Awareness of cost and using resources more effectively.
- Reservation Calls
- Providing passengers with information on flights
- Give accurate concise information, solutions and instructions to customers and agents
- Assisting travel agents for seat confirmations on flights.
- Firming up flights
- Handling Group Desk- Raising PNRS for group travel.
- Coordinating with Sales Department for group confirmations and servicing the group bookings.
- Processing refunds for groups as well as FITs.
- Handling the walk-in counter.
- Issuance of Electronic tickets, paper tickets as well as manual tickets, reissuance of tickets, MCOs, STPC Vouchers.
- Transmitting of PTA to other stations and issuance of PTAs across the counter.
- Sales support- after the booking is taken, processing the visas, travel insurance and payments for the booking.
- After sales, providing information on visa documentation
- Following up with clients for additional documentation
- Processing visas for Group Tours as well as Free Individual Travelers
- Following up with clients for payments for their respective tours
- Give accurate concise information, solutions and instructions to customers. Regular follow up with customers. E-mailing them update on the various services / products that are launched.
- Providing the passenger with a complete handover of air tickets, passports and tour documents on time once the entire booking has been processed.
- Cross Selling Products like Travel Insurance and Foreign Exchange
- Maintaining the MIS of the branch, updating daily sales reports
- Gathering post tour feedback from customers
- Assisting passengers for seat confirmation through Amadeus
- Achieve agreed service levels, individually and as a Team
- Trained in CRS Amadeus through Thomas Cook
- Trained in CRS Galileo through Thomas Cook
- Completed Aussie Specialist course through Thomas Cook.