Position Title

Senior Specialist, Groups

Report to

Assistant Manager, Groups

Position Summary

This role is responsible to ensure consistent, accurate, and timely execution of group booking activities, while providing reliable analytical and reporting support to enable revenue optimization and operational decision-making. The role acts as a key operational and analytical anchor, translating commercial intent into disciplined daily execution.

Key Accountabilities

1. Manage end-to-end group booking workflows via Group Portal and PNR-based requests, ensuring accuracy, timeliness, and adherence to agreed commercial terms.
2. Collaborate closely with Sales and Revenue teams to maximize group revenue opportunities and improve booking-to-ticketing conversion.
3. Monitor and manage daily operational queues to ensure prompt processing, prioritization, and resolution of all group-related activities.
4. Perform analytical reporting on group booking performance, including conversion rates, ticketing progress, cancellations, yield trends, aging cases performance analysis,



and insights generation.
5. Provide timely and effective operational support to internal stakeholders, addressing queries, resolving issues, and supporting sales execution.
6. Ensure consistent compliance with company policies, procedures, and audit requirements for group bookings.
7. Identify recurring operational issues and propose process or system improvements to enhance efficiency and service quality.
8. Support system testing, enhancements, and user acceptance activities related to group booking platforms and tools.

Qualifications

- Degree in Business Administration, Tourism, Commerce, or a related discipline
- At least 3 to 5 years of experience in group booking operations or airline reservations

Areas of Experience

1. Workflow Management
2. Operational Reporting
3. Process Improvement

Personality Traits

- Detail-Oriented
- Agile & Responsive
- Team-oriented

📌 Senior Specialist, Groups (Kirkland Lake)
🏢 Malaysia Aviation Group
📍 Kirkland Lake