Group Desk Manager - OTA (Jakarta)

About our client

Our client is a an OTA company with years of experience and presence in India, the Philippines, Indonesia, Singapore, and UAE.

Position Overview: 

• We are seeking a dynamic and experienced Group Desk Manager to oversee and manage our Group Sales operations. The Group Desk Manager will be responsible for coordinating group bookings, relationship with all airlines, managing a team of group desk staffs, and ensuring smooth communication and coordination between various departments to deliver seamless group travel experiences to Travel Agents.
  

Key Responsibilities:

Group Bookings Management:

• Coordinate group bookings from initial inquiry to post-flight follow-up.
• Liaise with travel agencies, corporate clients, and stakeholders to facilitate group reservations, ensuring compliance with airline policies.
• Monitor group booking trends to identify revenue optimization opportunities.
• Report all Service Desk metrics, including establishing and maintaining KPIs.
• Manage Incident Management activities, including reporting, escalation, and resolution.
• Accountable for problem management, including root cause analysis.
• Set and achieve monthly group sales and revenue targets.
• Design and implement streamlined work procedures and processes.
• Maximize client retention for repeat business opportunities.
• Publish internal monthly sales reports.

Team Leadership and Development:

• Lead and motivate group desk staff to meet performance targets and deliver exceptional customer service.
• Provide coaching, training, and performance feedback to enhance skills and productivity.
• Foster a collaborative work environment that promotes teamwork and accountability.
• Ensure Group desk KPIs are met and maintained.
• Develop and execute effective sales plans.

Operational Efficiency:

• Implement and optimize processes to streamline group booking operations and improve efficiency.
• Ensure accurate and timely processing of group reservations, ticketing, seat assignments, and special requests.
• Monitor and analyze performance metrics to identify and address areas for improvement.
• Accountable for team performance, productivity, and profitability.
• Evaluate and implement sales technologies to improve efficiency.
• Enhance sales performance management and analyze team performance.

Customer Service Excellence:

• Ensure personalized and attentive service for all group passengers throughout their journey.
• Address customer inquiries, complaints, and escalations promptly, striving to exceed expectations.
• Proactively identify opportunities to enhance the group travel experience and improve customer satisfaction.
• Apply effective time management for quick follow-up and service closure.

Cross-Functional Collaboration:

• Collaborate with departments including revenue, sales, marketing, operations, customer service, and vendors for seamless group travel coordination.
• Communicate effectively with internal stakeholders to resolve issues and align on group booking priorities.

Qualifications:

• Graduate degree in any field.
• Minimum of 5 years of experience in a similar position (Group Desk Manager), with a proven track record in group reservations management.
• Excellent communication, interpersonal, and negotiation skills.
• Solid understanding of airline industry regulations, policies, and procedures.
• Proficiency in airline reservation systems (Sabre, Travelport, Amadeus) and Microsoft Office Suite.
• Strong relationships with airlines.