Team Lead - Reservations & Ticketing

As the Assistant Manager of Reservations & Ticketing team, you will play a crucial role in ensuring efficient and accurate ticketing operations through Global Distribution Systems (GDS). Your responsibilities will include:

• Lead, manage and mentor a team of GDS reservations and ticketing agents, providing guidance, training, and support to ensure exceptional customer service.
• Oversee all aspects of ticketing operations using Global Distribution Systems (GDS), ensuring accuracy and compliance with industry standards.
• Monitor and manage ticketing queues to ensure accurate and timely processing of reservations, changes, cancellations, and refunds, while ensuring swift handling of customer inquiries and escalations to maintain exceptional customer satisfaction.
• Conduct regular audits of ticketing records and transactions to identify and rectify discrepancies.
• Implement and maintain quality assurance measures to ensure accurate and error-free ticketing transactions.
• Design and deliver comprehensive training programs for new and existing team members on GDS systems, industry regulations, and customer service best practices.
• Facilitate ongoing training to enhance team members' skills and keep them updated with the latest industry developments.
• Provide coaching, feedback, and regular performance evaluations to team members.
• Monitoring industry trends and technology advancements to implement best practices and process improvements.
• Identify opportunities to optimize and streamline ticketing processes to improve efficiency and customer satisfaction, while collaborating with cross-functional teams.

Function: Customer Service
Experience Level: Mid-Senior Level