Job Details
Level
Management
Job Location
Tampa FL - (Virtual) - Tampa, FL
Remote Type
Fully Remote
Position Type
Full Time
Education Level
High School
Travel Percentage
Negligible
Job Shift
Day
Description
The Manager - Ticketing and Exchanges must have knowledge in the travel industry and will be responsible for the successful completion of travel arrangements for our corporate and government clients, manage all activities related to operations and development of company products by performing the following duties personally or through subordinate supervisors. The Business Excellence team is truly the center of everything in Operations. Team duties include but are not limited to managing online rejects, ticketing, exchanges, international rates, refunds, unused ticket tracking, and commission collection.
Major Responsibilities and Activities:
-Develops and maintains operations business plans to include all program requirements and labor hours
-Establishes production and quality control standards, manages to budget and cost controls, and obtains data regarding types, quantities, specifications, and delivery dates of products ordered
-Performs administrative activities associated with the effective management of operations, including compiling, storing, and retrieving production data for reports
-Determines responsibilities of assigned organization and staff positions to accomplish business objectives
-Trains and ensures all assigned employees are aware of and comply with company, government, and customer policies, procedures, and regulations
-Monitors agent bookings to ensure all air, hotel, rail and ground transportation request are booked within contractual guidelines
-Respond and resolve client operational failures within a timely manner
-Conduct staff and training meetings that should include ongoing updates in the travel industry and office procedures
-Champion the proper use of ADTRAV tools by participating in developments and enhancements as well as monitor for execution from the agents
-Keeps supervisor promptly and fully informed of all matters of significance and takes prompt correction action where necessary or suggests alternative courses of action which may be taken
-Manage agent productivity, accuracy of work and attendance
-Maintain a positive working relationship will all clients
-Develop/implement processes and procedures to ensure efficiency of the Business Excellence team
-Support agents by answering day to day questions
-Schedule ongoing training for new and existing agents to support professional growth opportunities
- Performs other duties as assigned
Education and Experience:
-Minimum of five years travel agency experience required
-Experience in managing business functions as well as leading a team of 15+ agents required
-High School Diploma required, college degree preferred
Physical Requirements:
This position is sedentary in nature, which requires very little to no lifting, pushing, and pulling. The  primary functions of this position include, but are not limited to, the ability to perform work utilizing a computer for extended periods of time. The ability to sit or stand for extended periods without leaving the work area is required.
Qualifications
To perform the job successfully, an individual should demonstrate the following competencies:
-Problem Solving: Identifies and resolves problems in a timely manner; Develops alternative solutions; work well in group problem solving situations
-Project Management: Develops project plans; communicates changes and progress
-Technical Skills: Assesses own strengths and weaknesses
-Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs
-Oral Communication: Speaks clearly and persuasively in positive or negative situations
-Change Management: Monitors transition and evaluates results
-Leadership: Exhibits confidence in self and others; Inspires and motivates others to perform well
-Managing People: Takes responsibility for subordinates' activities; Provides regular performance feedback
-Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
-Visionary Leadership: Inspires respect and trust. Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals
-Ethics: Treats people with respect
-Organizational Support:  Follows policies and procedures
-Strategic Thinking: Develops strategies to achieve organizational goals
Knowledge, Skills and Abilities:
-Excellent phone etiquette and customer service skills
-High level knowledge of the GDS System (SABRE)
-Knowledge of airline rules and regulations, and reading fare rules
-Knowledge of ticketing, exchange and refund procedures
-Ability to meet and maintain required performance standards
-Ability to communicate using the ADTRAV model of professionalism verbally and in writing with both internal and external clients
- Ability to work in multiple systems and programs throughout the day
-Ability to test various scenarios in the GDS System Sabre in addition to new technology products on a regular basis
ADTRAV Corporation an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.