Flights Reservation Team Leader

This role is based within the Hays Travel Flights Department and focused around providing a professional and expert service to the group for any scheduled flight query.

Assisting the manager in coaching and developing the Reservations team, you will lead by example, guaranteeing that the company’s high standards are maintained. Ensuing all Reservations queries are actioned efficiently and

effectively within the Galileo system.

Main Responsibilities

• Deliver effective daily team talks, agreeing SMART objectives and gaining team commitment for a successful day ahead

• Assisting with the day-to-day operation of the flight’s reservations team, monitoring and reporting on the departments KPI’s

• Assisting and supporting Flights manager/s to achieve maximum staff productivity whilst ensuring team motivation is maintained.

• Complete the supervision, coaching and development of the team, identifying any training issues and ensure further support/guidance and training is completed.

• Leading by example in achieving individual productivity and objectives.

• Identifying and meeting customers’ needs by always providing exceptional customer service.

• Assisting manager/colleagues with escalated issues and take ownership to reach a suitable resolution on a timely basis.

• Pro-actively attempt to minimise financial loss to the business wherever required.

• Be proactive on identifying performance/conduct issues within the team

• Ensure the Customer Excellence process and procedures are followed

• Communicate with other areas of the business effectively

• Work alongside our GDS provider in any new development and testing, providing constructive feedback submitted

• Identify any system issues, provide feedback and obtain resolution

• Monitor staff attendance & any follow up work

Our values

Our SMILE values are embedded in to our Company and ensures our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it’s like to work for us?

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work, we're very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.