Ticketing Manager (Hybrid) - George Town

Reporting to: Head of Department

Company Description:

The Ticketing Manager will oversee all ticketing operations, ensuring efficient processing, accuracy, and a high level of client satisfaction in ticketing-related matters.

This is a full-time, hybrid role based at Golden Destinations by ICE Holidays Sdn Bhd's office in Malaysia

Requirements:

• Diploma or Bachelor’s degree in Tourism, Hospitality, Business Administration, or a related field (or equivalent practical experience).
• Minimum of 3-5 years of experience in ticketing, travel coordination, or a similar role in the travel or tourism industry.
• At least 1-2 years in a supervisory or managerial role within ticketing or related operations.
• Extensive knowledge of GDS systems (e.g., Amadeus, Sabre, Galileo) and booking platforms, with the ability to troubleshoot and manage system-related issues.
• Strong organizational and leadership skills, with the ability to manage and prioritize multiple tasks in a fast-paced environment.
• Excellent written and verbal communication skills in English and Malay (Mandarin is a plus).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), Google Suite, and ticketing management software.
• Strong problem-solving skills, particularly in managing ticketing-related issues, cancellations, and last-minute changes.
• A customer-focused mindset, with the ability to handle complex requests and provide clear and professional communication.
• High attention to detail, ensuring accuracy and efficiency in all ticketing operations.
• Ability to work independently and lead a team effectively in a dynamic, customeroriented environment.
• A proactive and adaptable attitude to changes in customer needs and operational challenges.
• Manage and oversee all ticketing operations for outbound tours, ensuring timely and accurate processing of flight, train, and other transport-related bookings for B2B clients.
• Collaborate with airlines, transport providers, and other vendors to secure the best possible fares and services for clients.
• Supervise and train the ticketing team, ensuring adherence to company policies, quality standards, and best practices.
• Ensure the timely issuance of tickets, travel vouchers, and necessary documents, while maintaining accuracy in all bookings and communications.
• Handle complex ticketing inquiries, cancellations, rebookings, and exchanges with a focus on client satisfaction.
• Coordinate with the Tour Operations team to ensure seamless integration of ticketing with tour schedules and requirements.
• Maintain up-to-date records of ticket bookings, transactions, and vendor contracts to ensure efficient operations and proper documentation.
• Develop and implement ticketing policies, procedures, and guidelines to streamline the booking process and improve operational efficiency.
• Monitor and track ticketing budgets and costs, reporting discrepancies or issues to senior management.
• Ensure the effective handling of post-tour client feedback and resolve any ticketingrelated concerns swiftly.
• Build and nurture relationships with airline partners, vendors, and internal stakeholders to ensure smooth ticketing operations.
• Stay up-to-date with industry trends, pricing structures, and ticketing technologies to optimize service delivery and cost-efficiency.
• Assist in the creation and review of promotional campaigns or travel packages in collaboration with the marketing and tour operations teams.
• Provide ad-hoc administrative support to the Head of Department and assist with additional tasks to improve department operations.
• Annual Company trip (For Confirmed Employees)
• Group PA insurance (For Confirmed Employees)
• Yearly Bonus depending on Company performance and reflect to Individual performance
• Twice performance appraisal review annually to identify room for improvement process
• Outpatient medical coverage from registered clinics
• Employee price for travel packages (For Confirmed Employees)
• Company uniform provided
• Travelling claims by receipt
• Monthly training arrangements from Company
• Exclusive employee HR software applications (leaves, claims, payslips etc)
• At least once a year Team Building arrangements
• Monthly / Weekly Company sports & recreations for everyone