Senior Reservations & Ticketing Lead - Travel & VIP

Qatar Airways Group; Boston, Northern (MA, KY); Hybrid; USD 48,000 - 64,000; Full time

Job summary

Qatar Airways Group in Boston, MA seeks a Senior Reservations and Ticketing Agent to lead the Reservations and Ticketing team, manage staff interactions, and ensure optimal passenger itineraries. Responsibilities include issuing tickets, handling changes, and maintaining high service standards.

The role requires strong English communication, fare construction knowledge, Amadeus experience, and the ability to work independently or as part of a team. Ground operations duties may apply as needed.

Qualifications

• High school diploma with at least 2 years of related experience, or a bachelor's degree with at least 1 year.
• Certificate of Ticketing and Reservations.
• ATA Amadeus Certificate is an added advantage.
• Experience in airline or customer-facing role.
• Strong computer and geography knowledge.
• Excellent English communication skills.
• Knowledge of fare construction and ticketing.
• Ability to work independently and in a team.
• Strong numeric skills.

Responsibilities

• Lead Reservations and Ticketing Agents and act as intermediary between staff and management.
• Relays information to customers and assists them in finding the right itinerary; cancels or changes reservations when requested.
• Handle customer requirements ensuring minimum complaints; support travel agents with seat confirmation and VIP bookings.
• Maintain quality of reservations service and awareness of airline procedures and safety policies.
• Arrange reservations and routings using Amadeus to make bookings; communicate fares and policies to passengers.
• Issue tickets and quote fares to passengers.
• Investigate complaints to identify and fix weak areas.
• Prepare staff rosters to ensure proper manpower distribution.
• Ensure quality, meet airline standards, and motivate staff to achieve positive contributions.
• Maximize customer satisfaction and FFP enrolments; demonstrate friendliness and professionalism.
• Prepare sales reports for finance and generate weekly reports for the Line Manager.
• Respond to office communications, telephone and email queries promptly.
• Perform other duties as directed by Head of Department.

Skills

Amadeus

Ticketing

Fare construction

Customer service

English proficiency

Leadership

Numerical skills

Education

High school diploma with 2+ years experience

Bachelor's degree (or equivalent) with 1+ year experience

Tools

Amadeus

Ticketing system

MS Office

Job description

Qatar Airways Group in Boston, MA seeks a Senior Reservations and Ticketing Agent to lead the Reservations and Ticketing team, manage staff interactions, and ensure optimal passenger itineraries. Responsibilities include issuing tickets, handling changes, and maintaining high service standards.

The role requires strong English communication, fare construction knowledge, Amadeus experience, and the ability to work independently or as part of a team. Ground operations duties may apply as needed.