Head of Air Services

6 months ago

Melbourne, Australia APT Travel Group Full time

A strategic thinker with outstanding stakeholder management skills, you will be responsible for managing our relationships with key airlines, negotiating price, and ensuring our fares are competitive with market standards. In this capacity, you will support the achievement of key financial targets while also overseeing a team of Air Services professionals.

**ABOUT US**

The APT Travel group has an outstanding reputation in the travel industry of delivering 5-star customer service to our industry partners. With over 95 years’ experience, we deliver life enriching journeys to our valued guest. We are looking for detail-oriented reservation agents to join our team in helping to continue to set the benchmark in the industry.

**THE ROLE**

As our Head of Air Services, you will be a valued member of our senior leadership team.

A strategic thinker with outstanding stakeholder management skills, you will be responsible for managing our relationships with key airlines, negotiating price, and ensuring our fares are competitive with market standards. In this capacity, you will develop a sound understanding of our commercials, and support the achievement of key financial targets.

As the business expert in air services, you will lead the conversations on air with our product and commercial teams during product development. You will also provide expert advice on technical and operational projects as required.

In addition, you will be responsible for leading and overseeing our air support team in the day-to-day operations of the APT Travel Group. You will manage all ticketing, training and administration processes in an efficient and cost-effective manner, for example finding best fares, managing queues, schedule changes, cancellations, exchanges, re-issues and ADMs. In this role, you will champion and drive high performance and staff engagement.

Finally, you will play an important role supporting the delivery of process improvement initiatives designed to improve customer experience and reduce operational costs in relation to air services.

ABOUT YOU - to be considered for the role
- ** Extensive GDS experience - ticketing and constructing airfares**:

- Outstanding relationship building and negotiation skills
- Passionate about building and coaching high performing teams.
- Ability to deliver clear and supportive leadership and motivation.
- Experience in leading complex and blended teams in a similar environment..
- Passionate about delivering exceptional customer service to internal and external stakeholders.
- Strong knowledge of airline reservations system (preferably Sabre).
- Ability to read and understand tariffs and airline rules.
- Aptitude to think critically and find out of the box solutions to customer issues.

RESPONSIBILITIES
- Lead the air services team in day-to-day functions and productivity, including rostering and setting KRAs
- Ensure service level agreements are met to support our sales and service teams.
- Build and foster strong relationships with airline representatives.
- Negotiate wholesale airline contract with airlines for the best fares.
- Achieve stretch goals relating to key commercial outcomes.
- Reconcile IATA and BSP billing weekly using back office systems.
- Price and load fares in our systems for tours.
- Monitor and action GDS queues for schedule changes, cancellations and ticketing deadlines.
- Assist with training new reservations and air support staff with flight specifics.
- Troubleshoot air related issues and relay these to the leadership team.
- Provide expert advice on key technical projects and support the delivery of process improvement initiatives.

**WHAT WE OFFER**
- Flexible workplace culture with hybrid working from home model
- 4 weeks annual leave, plus a bonus week of leave if requirements are met
- 2 days of Volunteer Leave and the opportunity to give back with our One Tomorrow Foundation
- Paid overtime for hours worked.
- Wellbeing program and learning & development opportunities
- Highly engaged great team and fantastic company culture
- Free onsite parking, close to cafes, public transport, cafes and Westfield Southland
- Discounted travel products for family and friends
- Working within a highly engaged & experienced team

**OUR VALUES**

**Our values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.**
- Genuine service - We genuinely care about the experience we create for our guests, trade partners and internal stakeholders
- Better together - We are better when we connect and collaborate, valuing all opinions
- For tomorrow - We pursue opportunities to grow, embracing change and learning from our mistakes. We choose the long-term view over short-term benefits
- Celebrate the moments - We like to have fun at work and share a positive attitude. We celebrate our successes, no matter how big or small. A win for one of us is a win for all

**APPLY TODAY

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