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General information

Name
Reservation/Sales Supervisor - EKH (25765)

Description & Requirements

Job Purpose

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Emirates is a global leader in the aviation industry, known for its exceptional customer service and cutting-edge technology. Based in Dubai, the airline operates a vast network of international flights, offering passengers unparalleled comfort and convenience. As part of the Emirates Group, the company is committed to delivering innovative solutions and creating memorable travel experiences. With a strong focus on customer satisfaction, Emirates integrates modern communication channels to enhance service delivery across all touchpoints. The airline continues to set industry standards in operational excellence, sustainability, and digital transformation, ensuring that it remains a top choice for travellers worldwide.


As a Reservation/Sales Supervisor you will role model great sales & service to our Travel Consultants and share both your experience and knowledge with your colleagues. As a Supervisor you will provide support to our Officers, with the successful day-to-day running of their departments, supporting our Travel Consultants, ensuring that they understand and meet expectations, answering their questions regarding best practices or challenging situations, as well as, providing them with ongoing on-the-job coaching,  whilst equally taking on relevant travel consultant responsibilities. 


In this role, you will:

  • Provide first line escalation support for our team of Travel Consultants. 
  • Deliver on all KPIs, including both sales and service, minimum sales conversion, Customer Satisfaction Score (CSAT) & Net Promotor Score (NPS) feedback. 
  • Conduct regular quality evaluations on all team members, giving constructive feedback to aid their development, and to ensure ongoing improvement of our service levels. 
  • Ensure that all forms of contact with customers is completed in a timely fashion, in line with our agreed service level agreements (SLAs), and on brand. 
  • Build and maintain valuable relationships across Emirates Holidays, our group & third-party suppliers. 


Specific:

Sales & Service Supervisor:

  • Ensure PCI compliance is strictly adhered to across the wider contact centre, reporting any concerns to the management. 
  • Collate, and share all relevant trading feedback with the operations officer/manager 

 

Retail Stores Supervisor:

  • Ensure that the teams are adherent to the EK ‘Taking Centre Stage’ uniform guidelines. 
  • Collate, and share all relevant trading feedback with the operations officer/manager.

 

Customer Fulfilment Supervisor:

  • Support the Reservations Officer with any bespoke or ad-hoc reconcillation tasks, to ensure effective reporting and compliance. 
  • Act as first line escalation for any complex ticketing queries, or questions, ensuring these are resolved efficiently 
  • In the event of disruption, take responsibility for providing the business with accurate reporting i.e. impacted bookings lists/manifests

 

Customer Relations Supervisor:

  • Take ownership for Skywards Gold and above feedback & complaints, ensuring that these are handled in line with the agreed SLAs.  
  • Highlight any escalated complaints to the Customer Relations Officer/Manager, to prevent any reputational or financial impact. 
  • Handle all legal, arbitration and data privacy matters with the required stakeholders, keeping senior management well informed. 

 

Dubai In-Resort Concierge Supervisor:

  • Support the customer relations team with the handling of in-resort complaints, by visiting in- house guests at our partner hotels, to understand and resolve their concerns 
  • Drive in-resort excursion sales, by regularly communicating with the team, identifying sales barriers, and conducting regular refresher training. 
  • Ensure that the teams are adherent to the EK 'Taking Centre Stage' uniform guidelines, and minimum service standards. 

 

Non-Voice Supervisor:

  • Ensure that emails, live chat & WhatsApp messaging are all in line with our agreed service standards & SLAs. 
  • Support the team, enabling them to offer a first-call resolution to all queries received. 
  • Ensure the teams proactively engage with customers, identifying opportunities to reach out and ask the right questions, as well as upselling and cross selling our range of products & service


VIP Supervisor:

  • Ensure that all VIP queries are responded to in line with our policies & procedures. 
  • Collaborate with the EKH & iO operations manager, to ensure that all elite tier members receive an unparalleled service at all times. 
  • Ensure that the team conduct thorough quality checks on bookings throughout the various stages of the customer journey, and effectively communicate with our third-party suppliers.


Qualification

To be considered for the role, you must meet the below requirements:

  • Hold a Highschool diploma or equivalent
  • Have 4+ years of work experience in Commercial/Sales/Tours

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a Reservation/Sales Supervisor and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.



Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers