Ticketing Manager (Hybrid)

Golden Destinations by ICE HOLIDAYS Sdn Bhd; George Town; Hybrid; MYR 36,000 - 60,000; Full time

Job summary

A prominent B2B outbound travel agency seeks a Ticketing Manager to oversee all ticketing operations. You will manage team performance, ensure accurate ticketing, and enhance client satisfaction while collaborating with vendors for the best deals. The role requires strong leadership skills and experience in the travel industry.

Benefits

Annual Company trip

Group PA insurance

Yearly Bonus based on performance

Outpatient medical coverage

Employee discounts on travel packages

Company uniform provided

Monthly training arrangements

Team Building activities

Qualifications

• Minimum of 3-5 years in ticketing or travel coordination.
• 1-2 years in a supervisory or managerial role.
• Extensive knowledge of GDS systems and booking platforms.

Responsibilities

• Manage ticketing operations for outbound tours.
• Supervise and train the ticketing team.
• Handle complex ticketing inquiries for client satisfaction.

Skills

Leadership

Problem Solving

Communication

Organizational Skills

Attention to Detail

Customer Focus

Education

Diploma or Bachelor’s degree in Tourism, Hospitality, Business Administration

Tools

GDS systems (Amadeus, Sabre, Galileo)

Microsoft Office Suite

Google Suite

Ticketing management software

Job description

Job Responsibility

• Manage and oversee all ticketing operations for outbound tours, ensuring timely and accurate processing of flight, train, and other transport-related bookings for B2B clients.
• Collaborate with airlines, transport providers, and other vendors to secure the best possible fares and services for clients.
• Supervise and train the ticketing team, ensuring adherence to company policies, quality standards, and best practices.
• Ensure the timely issuance of tickets, travel vouchers, and necessary documents, while maintaining accuracy in all bookings and communications.
• Handle complex ticketing inquiries, cancellations, rebookings, and exchanges with a focus on client satisfaction.
• Coordinate with the Tour Operations team to ensure seamless integration of ticketing with tour schedules and requirements.
• Maintain up-to-date records of ticket bookings, transactions, and vendor contracts to ensure efficient operations and proper documentation.
• Develop and implement ticketing policies, procedures, and guidelines to streamline the booking process and improve operational efficiency.
• Monitor and track ticketing budgets and costs, reporting discrepancies or issues to senior management.
• Ensure the effective handling of post-tour client feedback and resolve any ticketing related concerns swiftly.
• Build and nurture relationships with airline partners, vendors, and internal stakeholders to ensure smooth ticketing operations.
• Stay up-to-date with industry trends, pricing structures, and ticketing technologies to optimize service delivery and cost-efficiency.
• Assist in the creation and review of promotional campaigns or travel packages in collaboration with the marketing and tour operations teams.
• Provide ad-hoc administrative support to the Head of Department and assist with additional tasks to improve department operations.
  
  

Job Requirements

Position: Ticketing ManagerÂ

Reporting to: Head of DepartmentÂ

Company Description:Â

Golden Destinations by ICE Holidays Sdn Bhd is a prominent B2B outbound travel agency based in Malaysia, specializing in creating customized and premium travel experiences for our business clients across the ASEAN region. We are committed to providing top-notch service, and innovative travel solutions. The Ticketing Manager will oversee all ticketing operations, ensuring efficient processing, accuracy, and a high level of client satisfaction in ticketing-related matters.Â

This is a full-time, hybrid role based at Golden Destinations by ICE Holidays Sdn Bhd's office in MalaysiaÂ

Requirements:Â

• Diploma or Bachelorâs degree in Tourism, Hospitality, Business Administration, or a related field (or equivalent practical experience).
• Minimum of 3-5 years of experience in ticketing, travel coordination, or a similar role in the travel or tourism industry.
• At least 1-2 years in a supervisory or managerial role within ticketing or related operations.
• Extensive knowledge of GDS systems (e.g., Amadeus, Sabre, Galileo) and booking platforms, with the ability to troubleshoot and manage system-related issues.
• Strong organizational and leadership skills, with the ability to manage and prioritize multiple tasks in a fast-paced environment.
• Excellent written and verbal communication skills in English and Malay (Mandarin is a plus).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), Google Suite, and ticketing management software.
• Strong problem-solving skills, particularly in managing ticketing-related issues, cancellations, and last-minute changes.
• A customer-focused mindset, with the ability to handle complex requests and provide clear and professional communication.
• High attention to detail, ensuring accuracy and efficiency in all ticketing operations.
• Ability to work independently and lead a team effectively in a dynamic, customer oriented environment.
• A proactive and adaptable attitude to changes in customer needs and operational challenges.
  
  

Job Benefits

• Annual Company trip (For Confirmed Employees)
• Group PA insurance (For Confirmed Employees)
• Yearly Bonus depending on Company performance and reflect to Individual performance
• Twice performance appraisal review annually to identify room for improvement process
• Outpatient medical coverage from registered clinics
• Employee price for travel packages (For Confirmed Employees)
• Company uniform provided
• Travelling claims by receipt
• Monthly training arrangements from Company
• Exclusive employee HR software applications (leaves, claims, payslips etc)
• At least once a year Team Building arrangements
• Monthly / Weekly Company sports & recreations for everyone