Air Operations Co-ordinator

6 months ago

Southampton, United Kingdom Norwegian Cruise Line Holdings Ltd. Full time

**Purpose**:
The Air Operations Coordinator is a key role within the Guest Services team of Regent, providing information & booking of air services to the internal Guest Services team in the UK office as well as servicing calls from the Outbound Team based in Miami. Knowledge of air product and airlines is paramount to ensure the very best air schedule is booked for our guests.

The team also provide our critical Out of Hours Emergency Telephone service, covering Regent & Oceania, delivering round the clock assistance for guests travelling to and from our ships. A background in a reservation, guest relations or operations role would be advantageous.

**Customers**:
❑ Internal Departments - Guest Services, Sales & Marketing, Guest Relations, Finance, US office, Ships

❑ Trade Partners - Travel Agents and Tour Operators

❑ Direct Consumers

**Competencies**

**Key Responsibilities**:

- **❑ Ticketing**:_
- Experience of issuing all kinds of air tickets is required - nett/BT/IT/Cat 35/ published fares.
- To include correct fare and all applicable taxes, fees & charges.
- Ensure all entries are correct including baggage, fare basis, endorsements, fare construction and tour code.
- Accurately process refunds of fares and taxes to ensure the companies liabilities are kept to a minimum.
- Re-issue or re-validate tickets which have been changed since the original ticket issue. ❑ Airline Contracts & Pricing:

- Identify which airlines offer best price and flight options for each route and collate information to provide to the reservations departments
- Calculate appropriate air supplements to be charged. Includes ad-hoc requests. Understand fare rules as displayed in GDS and be able to identify correct fares to use
- Ensure awareness of tactical and special offers released by the airlines and identify ways to promote these to the reservations departments
- Ensure all departments are kept up to date with any changes which may be relevant to them.
- Ensure reservations are advised of any new routes or ticketing classes o Build all pricing for air arrangements and prepare spreadsheets for upload by US office into NVS
- **❑ Group Flights & Allocations**:_
- By monitoring flight availability and booking patterns identify where group space can be utilised and take appropriate action to calculate cost savings
- Monitor sales to minimise exposure to penalties from the airlines. Negotiate extensions where possible. Enter names ready for ticketing. Keep reservations up to date with availability of group allocations
- **❑ Reporting**:_
- Pull reports from GDS (Sabre) and from Reservation system (NVS) to assist with quality check, hotel and transfer manifests for the ships and our US office
- Using GDS (Sabre’s) back-office system to ensure all ticket details are stored in the database and pull relevant information from the system to assist with BSP reconciliation
- **❑ UK Exclusives & Sales Promotions - Concierge Collection **_
- Special offer cruise fares

▪ Work with special offer cruise fares supplied by US office to add extra value to the cruise package (Concierge Collection).

▪ Source hotel & ground arrangements as and when required and cost to form package arrangements.

▪ Build pricing for integration into cruise pricing and prepare for loading within Reservation System (NVS).

▪ Maintain and manage the package through to departure including sourcing of tour manager if required.
- **o Cruise Pricing **_**:

- Assist with pricing and distribution of fares **_

Distribution of cruise pricing received from US office. Check fares on every sailing and identify price changes. Hide confidential areas of spreadsheets and distribute to relevant parties.**:

- Assist with pricing and distribution of special offers **_

Check special offer fares received from US office. Confirm heads and value of existing bookings. Work with MD & Sales department on distribution to selected agents. Liaise with revenue management to build promotions in Reservation system (NVS) and maintain reports of bookings figures

**❑ General & other duties**
- Pull reports from Reservation system (NVS) for specific cruises and quality check all flight, transfer and forced overnight accommodation details.
- Ensure flights booked match Reservation system (NVS) and all OSI remarks are correct as per the airline’s contract o Shore to ship manifest updates (pre/post transfer arrangements)
- Work daily GDS (Sabre) queues to ensure all bookings within ticketing queue are checked and entered onto air analysis spreadsheet and correct ticketing deadlines are assigned.
- Action all time changes and ensure queues are worked in a timely manner. o Update PNR for all seat requests, special service requests and vendor remarks
- Assist reservations with queries including but not limited to deviations, stopovers, alternative routings and carriers, upgrading with non-contracted airlines, tailor-made itineraries.
- Investigate involuntary downgrades

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