Position Title

Specialist, Groups

Report to

Assistant Manager, Groups

Position Summary

This position is responsible to provide reliable front-line execution of group booking activities, ensuring accurate processing, policy compliance, and consistent service delivery. The role supports revenue realization by ensuring group requests are actioned correctly and promptly in line with approved commercial decisions.

Key Accountabilities

1. Coordinate and process group booking requests through the Group Portal and PNR-based requests with Revenue evaluations, company policies, and commercial objectives.


2. Liaise with stations across the MH Network to implement and align group policies, incorporating Other Airline (OAL) benchmarking where applicable.


3. Manage and action operational queues including ARI-GTL and KULMH0599 Office ID for OneWorld, SPA, and ATM Charter group bookings.


4. Deliver consistent service recovery and high-quality service delivery for group business, ensuring timely responses and resolution.


5. Perform daily monitoring and prompt action on all group-related communications via GMS and MASGTL mailboxes.


6. Escalate complex cases and potential risks appropriately to ensure minimal disruption and compliance with service standards.


7. Maintain accurate documentation and ensure data integrity across all group booking systems.

Qualifications

• Bachelor’s Degree Business Administration, Tourism, Aviation Management or a related discipline


• At least 1 to 3 years of relevant working experience in airline operations, travel agency groups or reservations

Areas of Experience

1. Aviation Insight: Strong acumen in the Airline Business.


2. Technical Proficiency: Knowledge of the Amadeus system.


3. Software Skills: Proficiency in Microsoft Office.


4. Analytical Skills: Numerically inclined with strong analytical capabilities

Personality Traits

• Highly Organized.


• Effective Communicator


• Resilient