ABOUT THE OPPORTUNITY

KEY RESPONSIBILITIES

• Support and supervise a designated group of Reservation Executives to ensure service standards, accuracy, and productivity targets are achieved.
• Act as the first escalation point for complex customer, agent, or operational issues.
• Coach, mentor, and provide regular feedback to team members to support performance and development.
• Monitor booking quality, accuracy, response times, and workload distribution across the team.
• Support team members in resolving urgent or complex booking enquiries professionally and efficiently.
• Maintain positive relationships with agents and overseas sales offices.
• Collaborate with Operations, Fleet, Product, and Contracting teams to improve booking processes and service delivery.
• Support effective use of Discova systems, preferred suppliers, and operational tools.
• Identify recurring operational issues and recommend process improvements.
• Assist with the implementation of new systems, products, and procedures.
• Monitor bookings to ensure costs, selling prices, and margins are accurate and within budget expectations.
• Track pending bookings, workloads, and deadlines, taking proactive action where required.
• Escalate operational risks, errors, and service concerns appropriately.
• Support operational reporting and information gathering for business decision-making.
• Help communicate priorities, updates, and operational changes to the team.
• Foster a collaborative, supportive, and accountable team environment.
• Support performance reviews, development discussions, and ongoing training initiatives.
• Contribute to achieving service, productivity, revenue, and gross margin targets.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

EXPERIENCE & QUALIFICATIONS

• Minimum 2 years' experience in reservations or tourism and hospitality.
• Previous experience supporting, coaching, or leading team members is advantageous.
• Degree in Tourism and Hospitality is advantageous.
• Fluent written and spoken English and local language required.
• Additional European language skills are advantageous.
• Strong customer service and problem-solving skills.
• Excellent verbal and written communication skills.
• High attention to detail and strong time management capabilities.
• Ability to coach, motivate, and support team members.
• Proficiency in Microsoft Office applications.
• Ability to work collaboratively across teams and cultures.
• Comfortable working in a fast-paced environment with changing priorities