Ticketing and Reservation Manager

Dorf Travels and Tours Limited, is one of Nigeria's leading and fastest-growing travel agencies. As an IATA-licensed and BSP-accredited agency, we offer a wide range of travel services designed to make your journey seamless and stress-free.

We are recruiting to fill the position below:

 Job Position: Ticketing & Reservation Manager 

Job Location: Lagos

Responsibilties / Duties

• Supervise and manage daily ticketing and reservation operations (Domestic & International). Issue, re-issue, re-route, and process refunds in compliance with airline policies and IATA rules.
• Perform fare construction, quotation, and ticketing using GDS (Amadeus / Galileo / Sabre). Handle complex itineraries, multi-city bookings, group bookings, and special requests (UMNR, WCHR, excess baggage). Check and minimize ADM (Agency Debit Memo) and ensure 100% accuracy to avoid airline penalties.
• Monitor and manage queues: Ticketing queues, schedule change, waitlist, SSR, and UN/NO queues.
• Oversee hotel reservations, car rentals, and ancillary services.
• Train, coach, and evaluate ticketing officers.
• Handle escalated ticketing issues and client complaints from Sales and Corporate clients.
• Liaise with airlines for special fares, group fares, seat confirmations, and waivers.
• Prepare daily sales reports, BSP reconciliation, and ticketing productivity reports.
• Ensure 24/7 support rotation for after-hours emergency ticketing.
• Keep team updated on airline promotions, new routes, travel regulations, and visa requirements.
• Ensure proper filing and documentation of tickets, PNRs, and refund records.

Requirements
Education:

• B.Sc / HND in any discipline
• Compulsory: IATA / UFTAA Diploma in Travel & Tourism or IATA Foundation in Travel & Tourism
• Amadeus / Galileo / Sabre GDS Certification is mandatory
• Additional certification in Airline Ticketing is an advantage.

Experience:

• 5 - 7 years of hands-on ticketing and reservation experience in a reputable travel agency.
• At least 2-3 years in a supervisory / managerial role managing a ticketing team.
• Proven experience in handling Corporate, First/Business Class, and complex international itineraries.
• Must have experience in BSP reporting and ADM resolution.
• Experience with LCCs (ValueJet, Air Peace, etc.) and international airlines (Emirates, Qatar, British Airways, etc.).

Skills / Competencies: 

• Expert proficiency in at least one GDS: Amadeus is compulsory, Sabre/Galileo is an added advantage
• Strong knowledge of fare construction, fare basis, endorsements, and airline fare rules
• Excellent understanding of IATA regulations, BSP procedures, and ADM handling
• High attention to detail and accuracy - zero tolerance for error
• Strong leadership and people management skills
• Excellent customer service and problem-solving ability
• Good communication and interpersonal skills
• Ability to work under pressure and meet tight deadlines
• Proficiency in MS Excel and ticketing reports
• High level of integrity and accountability.

Renumeration & Benefits

• Salary: Negotiable based on GDS expertise and experience
• Ticketing allowance / Performance incentive
• HMO, Pension, 13th Month
• Annual leave and travel benefits
• Professional training and GDS recertification support.