About the Role

Smailing Tour is a leading travel agency specializing in Corporate Travel Management, Meetings & Events (MICE), and curated travel experiences. We are seeking an experienced and detail-oriented Ticketing Manager to lead our ticketing operations and ensure efficient, accurate, and high-quality service delivery.In this role, you will oversee end-to-end ticketing operations, lead the ticketing team, and ensure smooth handling of domestic and international flight reservations. This position is ideal for professionals with strong airline and GDS knowledge, solid leadership skills, and extensive experience in managing ticketing operations.

Responsibilities

Lead and supervise daily ticketing operations, ensuring timely and accurate service delivery
Oversee booking, issuance, reissuance, rebooking, cancellation, refund, and other ticketing processes
Monitor ticketing accuracy, service quality, and compliance with airline policies and company procedures
Handle complex ticketing issues, schedule changes, cancellations, and operational challenges
Coordinate with airlines, GDS providers, and travel partners to resolve ticketing and reservation matters
Provide guidance, coaching, and support to the ticketing team to maintain operational effectiveness
Monitor team performance and identify opportunities for process and service improvements
Ensure proper documentation, reporting, and adherence to ticketing procedures and standards

Qualifications

Diploma (D3) or Bachelor's degree (S1) in Tourism, Hospitality, Travel Management, or a related field
Minimum 7 years of experience in ticketing, with proven experience in a supervisory or managerial role
Strong knowledge of domestic and international airline reservations, fares, and ticketing procedures
Proficient in GDS systems such as Galileo, Sabre, Amadeus, Abacus, or Altea
Good understanding of fare rules, reissuance, refund, and international ticketing requirements
Strong leadership, team management, and people development skills
Excellent problem-solving, analytical, and decision-making skills, with strong attention to detail
Good communication skills and ability to work effectively with airlines, partners, clients, and internal teams

Operation Manager (Ticketing)