Senior Reservations Agent

• Closing date: 01-Sep-2025

About the role

Assist in processing and confirming bookings/reservations of tourism arrangements for customers travelling to Qatar (transfers, tours, tourism activities and accommodation). Provide seamless operations and excellent services to clients/ customers (B2B and B2C) and also to promote Qatar as a premium tourism destination. Enhance the customer experience through adherence of operational procedures and standards.

As part of your role, your responsibilities will be inclusive of, but not limited to the following:

Operational

• Respond and communicate to customer queries over the telephone, email, fax and web chat, in the most professional approach and service excellence skills to ensure personalized customer service is delivered at the highest level.
• Stay updated with regards to the Products so as to provide accurate information to the clients at all times. Provide feedback regarding system/procedure enhancements with regards to the reservation, B2C system bookings, cancellation and refunds, FAM itinerary etc. to improve overall performance and efficiency.
• Support travel agencies by attending to emails and system queues in relation to reservations related activities within the agreed time frame as per SLA.
• Escalate queries to senior Reservations staff (Coordinators, Officers) as appropriate.
• Update logs in a timely and accurate manner allowing the business to track and monitor the quality level of services provided.
• Sell; up-sell and cross-sell Discover Qatar (DQ) products and services to the client/ customer.
• Make outbound calls to customers to provide information as and when it is required.
• Make new reservations and changes to existing reservations, quoting the correct rates along with terms and conditions. Issue and re-issue of vouchers / other documentation and process refunds / file pricing adjustments.

E-Commerce

• Navigate agents/ customers through the website to find information or complete a transaction.
• Amend online bookings.
• Troubleshoot technical difficulties faced by DQ customers on the website.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible.

About you

• High school graduation with minimum of 2 years of job-related experience
• Excellent command of English language
• Outstanding knowledge of MS Office and Tourism back-office system
• Knowledge of Airline Reservations Systems
• Having a diploma in Travel and Tourism (IATA) will be an advantage

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

How to apply

If you have what it takes to be part of our 5-star team, please take the first step and apply now by uploading your CV and completing the online application.