Reservation & Ticketing Officer (Travel & Tourism)

The Reservation & Ticketing Officer is responsible for managing all aspects of travel reservations and ticketing for clients, ensuring seamless travel experiences. This includes booking flights, hotels, car rentals, and other travel-related services, processing payments, and providing clients with travel documents. The role also involves working closely with airlines, hotels, and other travel service providers to confirm reservations, handle changes, and resolve issues efficiently. Key Responsibilities: Reservation Management: Handle customer inquiries regarding travel destinations, flight schedules, accommodation options, and other travel services. Book and confirm flight tickets, hotel accommodations, car rentals, tours, and other travel services as per client requirements. Ensure accuracy and completeness in all reservations, including the correct dates, passenger details, and special requests. Advise clients on available travel options, ensuring that bookings meet their preferences and budget. Ticketing: Issue and process flight tickets, hotel vouchers, and other travel documents, ensuring all information is correct and aligned with bookings. Provide clients with itineraries and related documents, ensuring they are clear and accurate. Rebook tickets or issue refunds as required, ensuring compliance with airline policies and company procedures. Handle ticket cancellations, exchanges, and amendments in accordance with company and airline policies. Customer Service: Provide exceptional customer service by answering client queries and addressing issues related to bookings, cancellations, changes, and travel disruptions. Offer personalized travel solutions and advice to clients, ensuring a high level of satisfaction and trust. Assist clients in understanding travel documentation requirements, such as visas, passports, and health regulations. Coordination with Service Providers: Communicate and collaborate with airlines, hotels, car rental agencies, and other travel service providers to ensure smooth reservations and ticketing. Maintain positive relationships with suppliers to negotiate favorable rates, resolve booking issues, and provide clients with the best options. Ensure that any special requests (e.g., dietary preferences, seating arrangements) are communicated to relevant suppliers and confirmed. Payment Processing: Process payments for reservations and ticket bookings, ensuring that clients are billed correctly. Handle financial transactions securely and accurately, issuing receipts, invoices, and refunds when necessary. Assist in managing client accounts and payment histories, ensuring all bookings are paid for and up to date. System Management and Documentation: Use reservation systems (e.g., GDS, airline booking platforms) to manage and document client bookings. Maintain accurate and up-to-date records of all reservations, tickets, and travel documents. Ensure all client and booking information is securely stored in compliance with data protection regulations. Sales and Upselling: Promote and sell additional travel products and services such as travel insurance, excursions, or upgrades to clients. Cross-sell and upsell available travel packages, special offers, or premium services, aiming to enhance customer experience and increase agency revenue. Travel Coordination: Assist clients with creating comprehensive travel itineraries, providing suggestions for accommodation, tours, and activities. Coordinate and manage complex travel plans, including multi-destination trips, group bookings, and corporate travel. Problem Resolution: Resolve issues related to booking errors, flight cancellations, delays, or miscommunications with suppliers promptly and professionally. Provide alternative solutions for clients experiencing disruptions during their travel. Administrative Support: Handle administrative duties related to ticketing, reservations, and client communications. Ensure that all necessary travel documents are properly filed and easily accessible for clients.