Introduction
The Senior Staff Ticketing Operations role is a pivotal position within our dynamic hospitality and travel services division. As a senior member of the ticketing team, you will lead the end‑to‑end processing of ticket reservations, manage high‑volume transaction flows, and ensure an exceptional guest experience from the moment a booking is made until travel completion. This full‑time position operates Monday through Saturday, from 08:00 to 17:00, and is open to candidates of any gender who possess at least a D3/D4 qualification in hospitality or a related field.
Responsibilities
- Oversee the daily ticketing workflow, including issuance, amendment, and cancellation of airline, railway, and event tickets.
- Coordinate with airline partners, travel agencies, and internal sales teams to resolve booking discrepancies and ensure accurate fare calculations.
- Maintain strict compliance with industry regulations, data privacy standards, and company policies while handling sensitive customer information.
- Mentor junior ticketing staff, providing on‑the‑job training, performance feedback, and support for professional development.
- Monitor key performance indicators (KPIs) such as ticketing accuracy, response time, and customer satisfaction, and generate weekly reports for senior management.
- Implement process improvements to streamline ticket issuance, reduce errors, and enhance overall operational efficiency.
- Act as the primary point of contact for escalated customer inquiries, handling complex issues with diplomacy and prompt resolution.
- Collaborate with the finance department to reconcile ticket sales, refunds, and commission payouts.
- Stay current with industry trends, new ticketing platforms, and emerging technologies to keep the team competitive.
- Assist in the development of standard operating procedures (SOPs) and ensure consistent adherence across the ticketing unit.
Requirements
- Minimum education: D3/D4 (or SMK/D3/S1) in Hospitality, Tourism, Business Administration, or a closely related discipline.
- Strong administrative and organizational skills with an eye for detail.
- Proven ability to manage high‑volume ticketing operations; entry‑level candidates with relevant internships are welcome.
- Excellent communication skills in both Indonesian and English, both written and verbal.
- Proficiency with ticketing software (e.g., Amadeus, Sabre, Galileo) and MS Office suite, especially Excel.
- Customer‑focused mindset with a calm, solution‑oriented approach to problem‑solving.
- Ability to work effectively in a fast‑paced environment, handling multiple priorities simultaneously.
- Team player who can also work independently when required.
- Flexibility to work on Saturdays and occasional overtime during peak travel periods.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid annual leave, sick leave, and public holidays in accordance with Indonesian labor law.
- Professional development budget for certifications, workshops, and industry conferences.
- Employee travel discounts on airline and hotel bookings.
- Team building activities, quarterly outings, and a supportive work culture.
- Retirement savings plan (BPJS Ketenagakerjaan) and social security contributions.
About Company
Our company is a leading provider of integrated hospitality and travel solutions across Southeast Asia. With a portfolio that spans airline ticketing, hotel reservations, and event management, we serve millions of travelers each year, delivering seamless experiences through cutting‑edge technology and personalized service. We pride ourselves on fostering a collaborative environment where innovation, integrity, and continuous learning are at the core of our success. Joining our team means becoming part of a forward‑thinking organization that values each employee’s contribution and invests in their long‑term growth.
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