Job Description

OVERALL PURPOSE OF POSITION

This role provides operational high-quality support of the core reservation, departure control (flight management) and associated airline systems to all internal departments, partner airlines, Call Centre and travel date. A CRC officer is aware of all front office procedures and assist with reception duties when required. The role requires the ability to deal with a variety of internal/external stakeholders and troubleshoot to be able to build strong relationships that result in a high level of business and user satisfaction. Processes of cancellations and modifications of the schedule are part of this role in collaboration with Network and Scheduling department.

RESPONSIBILITIES

• Flight Management:

1. Daily flight checklists.
2. Updating other flights upon request due to overbookings and/or aircraft changes
3. Checking next day flights for class misbalance and reconcile manually where necessary.
4. Managing confirmation waitlisted PNRs without comprising denied boarding likelihood.
5. Revalidation/reassociation of tickets with PNRs.
6. Flight management for Tour Operator flight allocations, 3 days prior to departure.

• Schedule Changes

1. Coordinating with Revenue Management and Scheduling when flight time changes in lieu of onward and/or inward connections and codeshare passengers.
2. Actioning of schedule changes.
3. Closing of flights prior to any cancellations.
4. Checking for any mismatches or missing flights or system errors.
5. Updating platforms for any cancellations, rebooking, retiming, aircraft changes, airline new information, new flights and/or codeshare updates.
6. Maintaining records of all affected passenger PNRs.
7. Liaising with call centre for schedule changes.

• Updating queues for PNRs with ancillary products, after schedule changes.
• Sabre Messaging:

1. Alerting Revenue Management with more than average no records, no shows and offloading on passenger lists.
2. File all passenger lists received in date order.
3. Reinstate segments on lists of return PNRs when cancelled in error by platforms.

• Teletype rejects:

1. Checking for KM Malta Airlines’ passenger lists addresses in systems.
2. Management of KM Malta Airlines’ mismatches in flights, codeshare related flight numbers and timings, between KM Malta Airlines’ and Codeshare partners and other airlines.
3. Updating PNRs when divided and updating GDS locator.
4. Booking codeshare PNRs in line with the KM Malta Airlines codeshare class mapping.
5. Forwarding already created PNRs that are confirmed but not ticketed, for time limit management, to Revenue Management.

• Managing queues:

1. Managing queues for other GDS and/or airlines PNRs.
2. Liaising with other airlines codeshare Partners for ticketing KM Malta Airlines’ segments.

• Emails:

1. Managing emails received from various departments and other airlines.
2. Liaising with other SPA agreement airlines and codeshare Partners for wait listed and disrupted PNRS.
3. Issuing authorities and/or re-bookings on schedule changes PNRs, for KM Malta Airlines’ ticketed PNRs, according to pricing parameters and/or codeshare agreements.

• Other duties:

1. Supporting Revenue Management in closing of flights due to aircraft changes and/or to network changes.
2. Managing recaps as required by Revenue Management.
3. Supporting Customer Experience and Finance with Planitas PNRs.
4. Manually sending passenger lists to outstation ground handlers when system is down.
5. Confirming and/or reinstating PNRs due to overbooking or to malfunctions.
6. Filing and update of denied boarding file report.

EXPERIENCE, QUALIFICATION, AND SKILLS

• Minimum 3 years work experience using Sabre or an alternative airline reservation system (essential).
• Experience of Sabre Schedule Change Control system.
• Experience in Global Distribution Systems such as Amadeus, Travelport and Sabre.
• Exceptionally good communication skills in both written and verbal form that can clearly and concisely convey the business’s messages and to depict the business in the highest standard possible.
• Demonstrated ability to identify, prioritize and resolve key project and partnership issues.
• Demonstrate attention to detail.
• Confident IT user, including a high level of proficiency of the following packages: MS Word, Excel, Power Point and Outlook.
• Strong problem-solving and decision-making capability.
• Strong self-direction.
• Highly developed people skills to enable easy relatability to support the establishment of strong and meaningful relationships with colleagues, business partners, and consumers.