Hard Skills
ExpertGlobal Distribution Systems (GDS) ProficiencyExpertise in using computerized reservation systems such as Amadeus, Sabre, or Galileo to manage travel bookings and ticketing.
IntermediateSales Performance AnalyticsMonitoring and interpreting sales data to track the performance of agents against organizational KPIs.
AdvancedRegulatory Compliance OversightEnsuring all ticketing and service procedures adhere to IATA regulations and international aviation laws.
IntermediateStaff Scheduling and Resource AllocationOrganizing shift rotations and assigning duties to ensure optimal coverage during peak flight times.
Soft Skills
AdvancedEscalated Conflict ResolutionThe ability to intervene and resolve high-stress passenger disputes and service failures effectively.
IntermediateCross-Selling and Upselling CoachingTraining and motivating agents to offer additional services, upgrades, and travel insurance to passengers.