QATAR AIRWAYS IS HIRING: Reservation and Ticketing Agents – Nairobi, Kenya: 205934

Full Time

Qatar Airways Group

Reservation and Ticketing Agent – Nairobi, Kenya

Location: Nairobi – NBO, Kenya – KE
Category: Corporate & Commercial
Job Id: 205934
Closing Date: 30-01-2024

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Join Our Team in Nairobi – Your Gateway to a Thrilling Career!

We are thrilled to offer an outstanding opportunity for dynamic individuals to join our Commercial team in Nairobi, Kenya, as Reservations and Ticketing Agents. As a pivotal member of our team, you will play a crucial role in delivering exceptional customer service, maximizing revenue, and contributing to our continued success. Read on to discover the exciting responsibilities and qualifications for this role.

Duties and Responsibilities

  1. Reservation Management:
    • Make and confirm reservations for passengers.
    • Sell airline tickets, ensuring accuracy and compliance with policies.
    • Record and process reservations made via phone, fax, or email.
  2. Customer Service Excellence:
    • Serve customers professionally through telephone or in person.
    • Assist passengers with special needs during boarding and departure.
    • Handle help desk tasks, including seat confirmations and upgrade/downgrade proposals.
  3. Revenue Generation:
    • Close sales reports promptly to ensure accurate financial records.
    • Initiate and promote QR products to maximize revenue.
    • Issuance of MCO’s and refunds, process lost tickets, and time-barred tickets.
  4. Operational Efficiency:
    • Examine passenger tickets to direct passengers correctly.
    • Plan routes and compute ticket costs using schedules, rate books, and computers.
    • Determine space availability on requested travel dates.
  5. Communication and Coordination:
    • Communicate changes in travel conveyance to customers or travel agents.
    • Answer inquiries from travel agencies and transportation firms.

Be Part of an Extraordinary Story

Your skills. Your imagination. Your ambition. At our organization, there are no boundaries to your potential. You’ll find infinite opportunities to grow, work on significant challenges, and be part of an international community. Our best is yet to come, and we invite you to join us as we dare to achieve what’s never been done before.


To be successful in this role, you will need:

  • A relevant College or University qualification
  • 2 years of job-related experience
  • Excellent communication skills with fluency in English
  • Thorough knowledge of special rates/offers/promotions
  • Proven ability to manage room sales with a focus on revenue
  • Ability to adhere to Management Policy and target sales mix
  • High potential individual willing to be trained/learned
  • Demonstrates Quality Consciousness

About Qatar Airways Group

Our story began with four aircraft, and today we deliver excellence across 12 different businesses. We’ve grown fast, broken records, and set trends that others follow. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

Please write in English language.

Description: Explore an exciting career as a Reservation and Ticketing Agent in Nairobi, Kenya with Qatar Airways Group. Join our team, where your skills and ambition can thrive. Apply now!

Expert Tips To Be A Successful Applicant for Reservation and Ticketing Agent

  1. Showcase Your Customer Service Skills:
    • Provide examples of situations where you delivered exceptional customer service in a fast-paced environment.
  2. Highlight Revenue Generation Achievements:
    • Discuss instances where you contributed to revenue growth in previous roles, showcasing your ability to meet sales targets.
  3. Emphasize Attention to Detail:
    • Share experiences that demonstrate your attention to detail, especially in ticketing and reservation processes.
  4. Demonstrate Language Proficiency:
    • Showcase your fluency in English, providing evidence of effective communication in written and verbal forms.
  5. Illustrate Problem-Solving Abilities:
    • Describe scenarios where you effectively resolved issues related to reservations or ticketing.
  6. Express Willingness to Learn:
    • Demonstrate your eagerness to learn and adapt to new challenges, as the role may involve ongoing training.
  7. Showcase Technical Competence:
    • Discuss your proficiency with relevant technologies and systems used in the reservation and ticketing process.
  8. Provide Evidence of Adherence to Policies:
    • Share examples of how you have adhered to management policies in your previous roles, ensuring compliance.
  9. Exhibit Flexibility and Adaptability:
    • Share experiences where you successfully navigated changes in the travel industry or organizational processes.
  10. Highlight Your Contribution to Team Success:
    • Discuss instances where your collaboration and teamwork led to positive outcomes for your team and organization.

SAMPLE COVER LETTER for a Reservation and Ticketing Agent

Dear Hiring Manager,

I am writing to express my sincere and enthusiastic interest in the position of Reservation and Ticketing Agent at Qatar Airways Group, as recently advertised. Possessing a relevant University qualification and accumulating over two years of invaluable experience within the aviation industry, I am confident in my ability to contribute significantly to your esteemed team.

In my previous role, I diligently demonstrated a profound commitment to customer satisfaction through the provision of highly professional service and the meticulous execution of accurate ticketing processes. My acute attention to detail and proficiency in managing room sales align seamlessly with the specific requirements outlined in the job description.

I am particularly excited about the prospect of contributing to revenue generation and actively promoting QR products. This stems from my deep-rooted passion for achieving and surpassing sales targets. My fluency in the English language, coupled with a demonstrated ability to navigate reservation systems efficiently, positions me as a robust candidate for this pivotal role.

I am inspired by Qatar Airways Group’s unwavering commitment to excellence and innovation, and I am eager to channel my skills and experience into your dynamic team. Thank you for considering my application. I am enthusiastic about the opportunity to engage in a detailed discussion to further showcase how my qualifications intricately align with the strategic goals of your esteemed organization.

Yours sincerely,

[Your Name]

Frequently Asked Questions

Q1: What qualifications are required for the Reservation and Ticketing Agent role?

To excel in this role, you need a relevant College or University qualification, a minimum of 2 years of job-related experience, excellent communication skills in English, and a thorough understanding of special rates, offers, and promotions.

Q2: How can applicants demonstrate their revenue generation abilities?

Applicants can showcase their revenue generation abilities by providing specific examples of how they contributed to revenue growth in their previous roles, meeting or exceeding sales targets.

Q3: What is the language requirement for this role?

Fluency in English is a crucial requirement for the Reservation and Ticketing Agent position. Applicants should be able to communicate effectively in both written and verbal forms.

Q4: Can you provide more information about the company’s growth and achievements?

Qatar Airways Group started with four aircraft and has since grown across 12 different businesses, breaking records and setting trends. The company encourages employees to bring their best ideas and passion to contribute to its global success.

Q5: Is ongoing training provided for the Reservation and Ticketing Agent role?

Yes, the job description highlights that the company is looking for a high-potential individual willing to be trained and learn. Ongoing training opportunities may be available for successful candidates.

Q6: How can applicants demonstrate their quality consciousness?

Applicants can demonstrate quality consciousness by providing examples of their commitment to delivering high-quality service, adherence to policies, and attention to detail in their previous roles.

Q7: What are the responsibilities related to the Help desk in this role?

The Help desk responsibilities include assisting travel agents with seat confirmations, handling upgrade/downgrade proposals, and addressing inquiries related to reservations.

Q8: Are there opportunities for career growth within the company?

The job description encourages applicants to be a part of an international community and emphasizes infinite opportunities for personal and professional growth. Career growth may be possible within the organization.

Q9: Does Qatar Airways Group charge any application/recruitment fee?

No, Qatar Airways Group is an equal employer and does not charge any application or recruitment fees.

Q10: How does the company contribute to diversity and inclusion?

The concluding note highlights the company’s commitment to attracting and retaining the best employees from all races and backgrounds, reinforcing its dedication to being an equal employer.

Possible Reservation and Ticketing Agent Interview Questions With Answers

  1. Q: How do you handle challenging customer situations, especially when dealing with reservations or ticketing issues?
    • A: In my previous role, I encountered a challenging situation where a customer had an urgent need for a ticket change. I remained calm, assessed the options, and collaborated with the team to find a quick and satisfactory solution, ensuring customer satisfaction.
  2. Q: Can you share an experience where you successfully promoted airline products to generate revenue?
    • A: In my previous role, I actively promoted additional services and packages during the ticketing process, resulting in a 15% increase in upsells and contributing significantly to the overall revenue.
  3. Q: How do you stay updated on special rates, offers, and promotions in the aviation industry?
    • A: I regularly participate in industry webinars, subscribe to relevant newsletters, and maintain a strong network within the aviation community. This allows me to stay informed about the latest trends and promotions in the industry.
  4. Q: How do you ensure accuracy in reservation and ticketing processes to avoid revenue loss?
    • A: I have a meticulous approach to detail, double-checking all reservation and ticketing information before finalizing transactions. Additionally, I collaborate closely with team members to address any discrepancies and ensure accurate records.
  5. Q: Can you describe a time when you had to handle multiple reservation requests simultaneously, and how did you prioritize them?
    • A: In a high-demand situation, I prioritize reservations based on urgency, ensuring that passengers with immediate needs are attended to first. I leverage effective communication with the team to streamline the process and meet deadlines.
  6. Q: How do you handle situations where there are changes in travel conveyance or alternative options for passengers?
    • A: I promptly communicate changes to passengers or travel agents, providing clear and concise information. In addition, I offer alternative options and ensure that passengers are aware of any adjustments to their travel plans.
  7. Q: How do you contribute to a positive team environment in a fast-paced setting?
    • A: I foster open communication, support team members during peak periods, and actively contribute ideas for process improvement. By maintaining a positive and collaborative attitude, I help create a cohesive and efficient team environment.
  8. Q: How do you handle situations where customers require special assistance during boarding or departure?
    • A: I approach such situations with empathy and efficiency, coordinating with relevant teams to ensure seamless assistance for passengers with special needs. Clear communication and proactive planning are key in delivering excellent service in these scenarios.
  9. Q: Can you share an example of a time when you had to resolve a dispute related to ticketing or reservations?
    • A: In a dispute over ticketing details, I actively listened to the customer’s concerns, investigated the issue, and presented a comprehensive resolution that met both the customer’s expectations and company policies, ensuring a positive outcome.
  10. Q: How do you stay motivated and adaptable in an ever-evolving industry like aviation?
    • A: I thrive on challenges and embrace continuous learning. Staying informed about industry trends, attending relevant workshops, and seeking new opportunities for professional development help me stay motivated and adaptable in the dynamic aviation sector.
Reservation and Ticketing Agents
Reservation and Ticketing Agents

Best wishes on your application! We look forward to welcoming talented individuals to our team and creating a diverse and inclusive workplace at Qatar Airways Group.

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