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Job Description
Purpose
As a key player in our team, you’ll spearhead operations systems training programs catering to staff, supervisors, and managers throughout the expansive Etihad network. Focused on the specialized domain of Reservations & Ticketing, your responsibilities encompass the end-to-end process-from conducting training sessions and assessing trainees to providing valuable feedback to both trainees and line managers. Dive into the exciting realm of refining and updating training materials and records, ensuring a seamless and effective learning experience. Ignite your career with us and be at the forefront of shaping excellence in training and development!
Accountabilities
- 60% or more of available time will be spent on delivering Reservations, Fares & Ticketing technical system learning interventions to targeted operations teams and specialist end users embeded within them (including classroom training).
- Conduct evaluations and assess for effective transfer of learning into the workplace to ensure increased organizational effectiveness.
- Provide constructive feedback and counseling for trainees where required on matters related to their ability to meet learning standards and objectives.
- Provide face-to-face and written feedback to participants and submit daily, weekly and monthly reports to Training Managers when necessary.
- Support the dedicated operations function with on-job training and coaching interventions for operations employees as required.
- Responsible for managing pre/post course duties, including attendance records, assessment results and feedback logs.
- Function as a Team Leader/Agent during operations peak to provide hands on support as well as to gain first hand understanding and knowledge of the constantly changing working environment.
- Enhance & refresh own core skills by undertaking frequent workplace assignments as an operations staff within an active guest facing environment or support desk.
Education & Experience
- Bachelor’s degree or an equivalent value diploma.
- Minimum of 6 years working experience in the airline/travel agency environment, including at least 4 years as a full-time ticketing staff.
- Thorough knowledge of manual fare construction and fare calculation.
- Advanced-level professional certification in GDS-based ticketing (preferably Amadeus) or an IATA certification in basic, intermediate, and advanced ticketing.
- Train-the-trainer or equivalent certification is an added advantage.
- Supervisory or team-leading role as well as experience in a training or workplace coaching role isan advantage.
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
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