Ticketing and Travel Floor Supervisor

We are looking for a dedicated and experienced professional to oversee the daily operations of our travel and ticketing team. The successful candidate will ensure smooth handling of airline ticket bookings, cancellations, reissuances, and refunds while maintaining excellent customer service standards. This role demands strong leadership to manage team performance, allocate tasks effectively, and ensure compliance with company policies and industry regulations. The position requires working night shifts and is based on-site at our branch.

Key Responsibilities

- Supervise daily activities of the travel and ticketing team to maintain efficient operations.
- Manage airline ticket bookings, cancellations, reissuances, and refunds with accuracy and adherence to regulations.
- Monitor customer flow and distribute tasks among team members to maximize productivity.
- Ensure compliance with company policies, airline rules, and travel industry standards.
- Liaise with airlines, travel partners, and vendors to resolve operational issues promptly.
- Lead and motivate ticketing consultants and customer service representatives, monitoring their performance.
- Assign daily responsibilities, track productivity, and conduct regular team meetings to share operational updates.
- Support onboarding and training of new employees to uphold team competency.
- Enforce professional conduct and high customer service standards within the team.
- Address customer complaints effectively, ensuring timely and satisfactory resolutions.
- Provide customers with accurate travel information and professional assistance at all times.
- Monitor service quality and implement improvements to enhance customer satisfaction.
- Track daily sales targets and encourage upselling of travel packages, visa services, travel insurance, and other value-added offerings.
- Prepare operational and sales reports on a daily, weekly, and monthly basis for management review.
- Identify opportunities to improve branch performance and elevate the customer experience.
- Maintain accurate documentation and verify proper processing of bookings and financial transactions.
- Safeguard confidentiality of customer information and ensure adherence to organizational SOPs and regulatory requirements.

Required Qualifications

- Bachelor’s degree preferred.
- Minimum of 3 years’ experience in ticketing and travel, ideally within a travel company.
- Willingness to work night shifts as required.
- Strong leadership and team management capabilities.
- Excellent communication and customer service skills.
- Proficiency in travel booking systems and related software.

Preferred Qualifications and Benefits

- Prior experience in a travel company is highly desirable.
- Opportunity to work in a dynamic, customer-focused environment.
- Competitive monthly salary of up to Rs70,000.00.
- In-person work setting that promotes team collaboration and operational efficiency.

Candidates who meet these requirements and are prepared to contribute to a high-performing travel team are encouraged to apply. This role demands commitment to night shift work and maintaining professional standards in a fast-paced environment.