Flights Team Lead

FLIGHT TEAM LEAD

Job Type: Full Time
Location: Manila - Hybrid
Reporting to: Operations Manager

Job purpose:
We are seeking a highly motivated and experienced Flights Team Lead to join our dynamic team. The Flights Team Lead will be responsible for overseeing the daily operations of our flight booking and management team ensuring efficiency accuracy and exceptional customer service. This role requires a strong understanding of the airline industry excellent leadership skills and a proven track record of success in a fast-paced environment.

What will be your key responsibilities

1. Team Management:
   Lead mentor and motivate a team of flight booking specialists providing ongoing training support and performance feedback. Conduct regular team meetings to address challenges share best practices and maintain a positive work environment.
2. Operational Excellence:
   Oversee all aspects of flight booking and management ensuring adherence to company policies and procedures. Develop and implement strategies to improve efficiency reduce errors and enhance the overall customer experience. Monitor key performance indicators (KPIs) and identify areas for improvement. This includes:
   1. Flight Issuance Oversight:
      Directly supervise the accurate and timely issuance of flight tickets ensuring compliance with all ticketing regulations and procedures. Monitor ticket issuance processes for potential bottlenecks and implement solutions to optimize workflow.
   2. Reservation Holding Management:
      Develop and implement strategies for managing held reservations balancing the needs of customers with operational efficiency. Establish clear guidelines and procedures for handling held reservations including time limits and escalation protocols. Analyze data to identify trends in reservation holding patterns and implement improvements.
   3. Queue Management:
      Oversee the effective management of customer queues ensuring fair and efficient processing of requests. Implement strategies to reduce wait times and improve customer satisfaction. Monitor queue performance and identify opportunities for improvement such as adjusting staffing levels or optimizing workflow processes.
3. Customer Service:
   Act as the primary point of contact for escalated customer issues related to flight bookings. Resolve complex problems efficiently and effectively ensuring customer satisfaction. Develop and maintain strong relationships with key airline partners.
4. Process Improvement:
   Identify opportunities to streamline workflows and improve operational processes. Develop and implement new procedures to enhance efficiency and accuracy. Collaborate with other departments to ensure seamless integration of flight booking processes.
5. Reporting and Analysis:
   Prepare regular reports on team performance key metrics and operational efficiency. Analyze data to identify trends and make data-driven decisions to improve team performance.
6. Technology Proficiency:
   Proficient in using various flight booking systems and software applications. Stay up-to-date on industry trends and technologies.

What are we looking for

• Candidates must have 3 years experience in Flights customer service or similar function
• Candidates must have excellent verbal & written English communication skills
• Candidates must have an In-depth knowledge of airfares and routing
• Candidates must have intensive experience with GDS
• Candidates must have advanced proficiency with Microsoft Word Excel and Outlook.
• Candidates must have strong time management and organizational skills
• Candidates must have proficiency in efficient time management and adept task prioritization
• Candidates must have strong interpersonal skills: Ability to build strong relationships motivate and inspire others and create a positive and collaborative team environment.

What can you expect from Goway
Imagine working for a company where your career feels like an adventure. At Goway youll join a global community that supports one another:

• We offer a competitive salary accompanied by performance incentives and we place real importance on time away from work such as paid personal days for when life calls for them and your birthday off each year.
• Your future matters to us so we match your RRSP contributions and provide comprehensive medical dental and vision coverage.
• Our commitment to professional growth means youll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• Travel is in our DNA so youll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto Vancouver Los Angeles Manila Sydney and beyond youll collaborate across cultures and shape a career path that reflects your ambitions.
• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicants interest. Please be advised that only those selected for an interview will be contacted.

How to Apply:

If this role feels like your next step click to create your profile upload your CV and share a few details about yourself. Our talent team reviews every application and if your experience aligns with our needs we will reach out to set up the next step.

Recruitment scams & fraud warning:

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature please ignore it and report it to Goway.

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver Los Angeles Sydney and Manila our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. Were united by a passion for travel and are committed to doing the right thing: supporting diversity equity inclusion and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices we operate as one forward-thinking team transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at