GSA Passenger | Reservations and Ticketing Manager | MHI2024-076

Job Overview

The Reservation and Ticketing Manager is responsible for overseeing the reservation and ticketing operations while ensuring adherence to quality standards and customer satisfaction. This role involves supervising administrative and customer service staff, providing guidance in resolving complex issues, and ensuring policies are followed. The manager also recruits and trains staff, collaborates with management to implement and improve procedures, and analyzes performance to optimize operations. Additionally, they maintain records, prepare reports, and participate in budget planning to enhance efficiency and productivity across the department.

Responsibilities

• Resolve customer complaints or answer customers' questions regarding policies and flight ticket conditions.
• Supervise the work of office, administrative, or reservation and ticketing staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Provide team with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes on flight tickets.
• Train or instruct employees in job duties or company policies or arrange for training to be provided.
• Confer with the Sales Operations Manager about employee performance issues to identify their causes and work on solutions. Collaborate closely with Airline principals to develop, revise, and implement corporate or departmental policies, procedures, and service standards alongside management.
• Review records or reports about activities such as production, monitor work activities, and evaluate performance.
• Recruit, interview, and select employees.
• Interpret and communicate work procedures and company policies to staff.
• Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
• Maintain records pertaining to inventory, personnel, orders, supplies, or system maintenance.
• Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.
• Analyze financial activities of establishments or departments and provide input into budget planning and preparation processes with managers or other personnel to resolve problems in areas such as staff performance, output quality, or work schedules.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
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Required Qualifications, Capabilities, and Skills

• Bachelor’s degree in Business Administration, Tourism, Hospitality Management, or a related field.
• Minimum of 5 years of experience in reservations, ticketing, or customer service roles, with at least 2 years in a supervisory or managerial position.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in airlines reservation and ticketing systems.

About MHI Investment Holdings Inc.

MHI is a trusted service provider with deep experience in client-services through its various operating businesses and a track record of long-standing relationships with global blue-chip clients.

Founded in 1997, MHI expanded from ground handling support and became a one-stop-shop for both carriers and passengers across major airports in the Philippines. The company has now diversified to be a leading service provider engaged in airline catering, manpower training and deployment, and warehousing.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.