Job Description

Pranaam GVK Guest Services' is designed to provide guests a seamless and stress-free experience while travelling through Chhatrapati Shivaji Maharaj International Airport (CSMIA). It aims to provide highest standard of services and to ensure a unique and memorable experience to passengers at airport. 

We are hiring for Reservation Executive to track & oversee reservations operations of Pranaam Services proficiently.

Key Result Areas & Outcomes expected from the Role

• Process reservations by mail, telephone, guest referral and web queries on online and offline medium.
• Assist B2B and B2C clients with online reservations and amendments
• Take online feedbacks from customers and guests on online and offline medium. Convey direct requests and unresolved issues from customers to the designated resource via appropriate sources
• Provide operational support for handling passengers when required
• Update availability of services to channel partners like GDS, OTA and Web booking systems
• Possess all information related to product and service offerings and provide timely and adequate information to customers as per their inquiry
• Maintain and update MIS/database of passengers, customer interactions and transactions, feedback etc.
• Verify and confirm requests of customers over a telephonic conversation, prior to their arrival at the airport and provide them a brief of the service to be rendered
• Maintain good working relations with various stakeholders with the aim of providing smooth service to passengers at all touch points
• Ensure that customers receive high standards of service and a stress free experience at the airport
• Understand and interpret customers’ requirements and suggest value added services to enhance their experience at the airport
• Cross sell and up sell services to passengers with the aim of enhance experience for customers and revenue for meet and assist services
• Ensure that passenger feedback is captured and processed in a timely manner
• Regularly identify, suggest and implement methods of enhancing passenger experience

Educational Qualification:  
Any graduate preferably with certification in airline ticketing on GDS/Hospitality management

Experience:
Essential: 2 - 3 years of experience in the field of reservations in service industry

Desired:

• Prior experience in Call Center / Ticketing function/ NBFC , travel industry.
• Excellent verbal and written communication skills.
• Good working knowledge of MS office tools particularly creating MS excel.
• Verbal fluency in any of the foreign language (Arabic and/or French) would be an added advantage.
• Job involves working in 12 hour rotational shifts (day/night)
• Experience in telephone handling & proficiency of MS Office (Word & Excel)

Skills Required

• Communication
• Microsoft Office
• Arabic