Travel Advisor Uganda

Location: Kampala, Uganda
Organization: Kenya Airways
Department: Commercial

Job Summary

Kenya Airways is seeking a highly motivated and experienced Travel Advisor to join our team in Kampala, Uganda. The ideal candidate will report to the Lead Travel Advisor and will be responsible for promoting and selling Kenya Airways (KQ) products and value-added services at both B2C and B2B levels. This role requires a proactive individual who can provide personalized travel-related services to both internal and external customers, demonstrating ownership and execution of the sales process.

Job Responsibilities

Ticketing

• Flight Arrangements: Locate available flights and check for the best connections if more than one flight is involved. Determine fare costs to maximize revenue while helping passengers save.
• Customer Itinerary: Assist customers in finding the right itinerary that fits their needs, applying upgrades at additional costs to generate more revenue.
• Fare Quotes: Provide detailed and accurate fare quotes to all KQ clients to offer the best applicable fare and generate revenue.
• Reservation Changes: Handle unaccompanied minors, cancel or change reservations upon client requests, reissue, revalidate tickets, and collect applicable fees to generate income.
• Special Requests: Action queues appropriately and inform passengers about flight changes, confirmations, ticketing time limits, handle special requests like seat preferences, meals, baggage requirements, waitlists, and confirmations to ensure customers’ requests are met and reduce GDS costs.
• Travel Requirements: Highlight to customers the legal requirements for their journey such as passports, visas, health requirements, check-in place, departure time, and baggage allowance to avoid inconveniences and ensure seamless service.
• Additional Sales: Action VMPDS, selling excess baggage, handling cool fliers (student fares) to increase sales and passenger loyalty.
• CRS Usage: Ensure correct CRS usage and queue management to reduce cost and increase revenue generation.

Customer Service

• Client Relationships: Actively build relationships with clients by offering excellent customer service to retain and recruit new customers.
• Travel Agent Support: Support travel agents by efficiently assisting them with their general inquiries to improve relationships with the travel market and increase agent loyalty.
• Online Assistance: Provide online assistance for reservations, check-in, payment to maximize sales and ensure customer satisfaction.
• Service Improvement: Suggest new ideas and provide recommendations on improving services provided, increasing revenue and ensuring KQ remains a market-leading airline.
• Complaint Handling: Handle customer complaints (denied boarding, baggage issues) to ensure customer satisfaction and retention.
• Baggage Tracing: Facilitate and coordinate tracing of lost, delayed, or misdirected baggage for customers and ensure safe delivery to win passengers’ confidence.
• GSA Services: Handle GSA services – Ticket issue to increase KQ network through joint ventures.
• Disruptions Management: Handle flight schedule disruptions to ensure passengers have a seamless service throughout their journey and carry out service recovery.
• Inquiry Management: Handle general inquiries for both internal and external customers and develop and maintain a customer database to enhance customer loyalty and market intelligence.

Documentation

• Sales Reconciliation: Reconcile sales returns to account for personal daily sales.
• Refund Processing: Process refunds and advise passengers accordingly on the amount refundable for reimbursement on unutilized tickets.
• Miscellaneous Charge Orders: Write miscellaneous charge orders (MCO) and invoice to ensure timely and accurate payment of issued tickets to both direct and indirect corporate clients.

Sales

• Ancillary Products: Generate auxiliary revenue through the sale of travel insurance, KQ holiday packages, and other ancillary products.
• Product Sales: Sell KQ products through telephone and emails to maximize sales and enhance accessibility.

Job Requirements

• Basic Airline Fare and Ticketing Training: Must have completed basic airline fare and ticketing training.
• Experience: 1-2 years’ experience in a sales role is an added advantage.
• Travel Knowledge: Sound knowledge of domestic and international travel requirements, trends, and availability.
• Sales Skills: Exemplary sales skills and customer-oriented approach.
• CRS Knowledge: Good knowledge of computer reservation systems (CRS).
• Communication Skills: Ability to interact, communicate, and negotiate effectively.
• Language Proficiency: Fluency in English; multilingual ability is a plus.
• Personal Traits: Initiative, proactiveness, solution-oriented, passion for travel and tourism.

How to Apply

If you fit the profile, apply today. Submit a copy of your detailed Curriculum Vitae here. Due to the volume of applications received, only short-listed candidates will be contacted. Kenya Airways is an equal opportunity employer.

Salary and Benefits

• Salary Transparency: Competitive salary based on experience and qualifications.
• Benefits: Health insurance, retirement plans, professional development opportunities, work-life balance perks, travel discounts, and more.

Company Culture

Kenya Airways is committed to creating a diverse and inclusive workplace where all employees feel valued and respected. We foster a culture of continuous learning, innovation, and excellence. Our team is passionate about delivering exceptional service and contributing to the growth and success of Kenya Airways.

Equal Opportunity Employer

Kenya Airways is an equal opportunity employer and does not charge any application/recruitment fee, whether refundable or not. We are committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner.

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