Job Purpose

The role holder will efficiently manage all official local and international travel arrangements for staff, ensuring optimal value, adherence to organizational travel policies and budget limits, while providing timely and professional travel consultation and support services.

Key Duties and Responsibilities

Roles and Responsibilities

Travel Management and Booking

1. Booking and Reservation: Process and execute reservations for air travel, ground transport, and hotel accommodation, ensuring timely completion of all necessary bookings.

2. Ticketing and Issuance: Prepare, issue, and distribute tickets and travel documents, strictly following official travel requests and authorized itineraries.

3. Client Consultation: Provide proactive and accurate travel consultation advice to staff, including details on flight connections, visa requirements, booking amendments, cancellations, and re-routing.

4. Information Management: Maintain and disseminate up-to-date information regarding changes to airline/hotel rules, regulations, and relevant current affairs to all stakeholders to prevent travel disruptions.

5. Cost Optimization: Ensure that the organization consistently secures the best value in ticket fares, accommodation rates, corporate discounts, and frequent flyer benefits for every travel booking.

Compliance, Vendor Relations, and Administration

1. Vendor Liaison: Serve as the primary liaison and coordinator for all outsourced Travel Agents, Airlines, and Hotel providers, monitoring their service delivery and contractual compliance.

2. Policy Compliance: Ensure all travel arrangements strictly comply with the organization’s official travel policy, rules, and procedures, including the timely reconciliation of travel expenses.

3. Dispute Resolution: Handle and investigate staff complaints or disputes related to travel services, ensuring timely and effective follow-up and resolution.

4. Knowledge Base: Maintain expert knowledge of airline and hotel industry terminology (e.g., codes, fare basis, airline rules, tariffs) to engage service providers proactively and effectively.

5. Record Keeping: Maintain professional and accurate records of all travel requests, tickets, expenses, and associated documentation for audit and internal reporting purposes.

6. Ad-Hoc Duties: Perform any other duties as may be assigned by the immediate supervisor consistent with the scope and grade of the role.

Qualifications

1. Bachelor’s Degree in Tourism Management, Hospitality Management, Business Administration, or an equivalent relevant field from a recognized institution.

2. International Air Transport Association (IATA) Certification or equivalent professional qualification in the travel industry.

Work Experience

1. A minimum of three (3) years of active, hands-on experience as a Travel Consultant or Ticketing Officer, preferably within an organization handling high volumes of international corporate travel.

2. Proficiency in Global Distribution Systems (GDS) such as Amadeus, Sabre, or Galileo, and advanced computer literacy (MS Office Suite).

Competencies

Technical Competencies

1. Professional judgement: Ability to work independently, exercising high discretion and professional judgment in complex situations to ensure service continuity.

2. Problem solving and stress management: Proven ability to manage multiple tasks, changing priorities, and high work volume while maintaining quality output under pressure and meeting tight deadlines.

3. Cost efficiency and focus: Strong commitment to achieving lower costs and better efficiencies in all travel bookings through effective vendor negotiation and policy application.

4. Customer service and communication: Demonstrable professional customer service skills and strong communication abilities (verbal and written) to interact courteously with staff and service providers.

Behavioral Competencies

1. Ability and willingness to receive work instructions and adaptable to change.

2. Demonstrate integrity, honesty, and ethics- ensures ethical practices and integrity and ensures CBK is not put at reputational risk or non-compliance with applicable laws and regulations.

3. Planning and organization - Ability to organize work, set priorities, and determine resource requirements; determine short or long-term goals and strategies to achieve them; coordinate with other stakeholders or part of the organization to accomplish goals.

4. Quality orientation - Ability to check work to ensure accuracy. Adopt a disciplined approach to work and drive for closure, results, and success.

5. Courtesy and good telephone skills.

6. Decision making - ability to make operational and routine decisions in a timely and effective manner.

7. Professionalism – ability to maintain a professional approach based on ethics and CBK values.

8. Customer orientation - is customer focused striking a solid balance between external and internal customer demands.

9. Professionalism, work ethic & integrity - Ability to convey a high level of excellence and competence on delivery of duty.

10. Collaboration and teamwork - Ability to work collaboratively within a group of people to achieve a common goal.

11. Accountability and professional development – Ability to take and accept responsibility and outcome thereof in an open and transparent manner.

Candidates are requested to note that:

INCOMPLETE applications will not be considered.

Only shortlisted candidates will be contacted.

• Process and execute reservations for air travel, ground transport, and hotel accommodation, ensuring timely completion of all necessary bookings.
• Prepare, issue, and distribute tickets and travel documents, strictly following official travel requests and authorized itineraries.
• Provide proactive and accurate travel consultation advice to staff, including details on flight connections, visa requirements, booking amendments, cancellations, and re-routing.
• Maintain and disseminate up-to-date information regarding changes to airline/hotel rules, regulations, and relevant current affairs to all stakeholders to prevent travel disruptions.
• Ensure that the organization consistently secures the best value in ticket fares, accommodation rates, corporate discounts, and frequent flyer benefits for every travel booking.
• Serve as the primary liaison and coordinator for all outsourced Travel Agents, Airlines, and Hotel providers, monitoring their service delivery and contractual compliance.
• Ensure all travel arrangements strictly comply with the organization’s official travel policy, rules, and procedures, including the timely reconciliation of travel expenses.
• Handle and investigate staff complaints or disputes related to travel services, ensuring timely and effective follow-up and resolution.
• Maintain expert knowledge of airline and hotel industry terminology (e.g., codes, fare basis, airline rules, tariffs) to engage service providers proactively and effectively.
• Maintain professional and accurate records of all travel requests, tickets, expenses, and associated documentation for audit and internal reporting purposes.
• Perform any other duties as may be assigned by the immediate supervisor consistent with the scope and grade of the role.

• Professional judgement
• Problem solving and stress management
• Cost efficiency and focus
• Customer service and communication
• Ability and willingness to receive work instructions and adaptable to change.
• Integrity, honesty, and ethics
• Planning and organization
• Quality orientation
• Courtesy and good telephone skills.
• Decision making
• Professionalism
• Customer orientation
• Work ethic & integrity
• Collaboration and teamwork
• Accountability and professional development
• Proficiency in Global Distribution Systems (GDS) such as Amadeus, Sabre, or Galileo
• Advanced computer literacy (MS Office Suite)

• Bachelor’s Degree in Tourism Management, Hospitality Management, Business Administration, or an equivalent relevant field from a recognized institution.
• International Air Transport Association (IATA) Certification or equivalent professional qualification in the travel industry.