Sabine Scholz

• Investigating guest complaints and claims by using various airline systems and liasing with internal departments • Handling legal claims in accordance with legal procedures • Training new officers in the role; translating internal documents from German into English; assisting Sales Departments and Airport Managers by logging and handling cases • Deputizing on behalf of the Guest Relations Manager; managing the Guest Relations team during the Manager's absence

• First point of contact for travel agents and private customers • Booking flight tickets, changing existing reservations, and arranging special services in Sabre reservation system • Creating new and changing existing bookings for the UAE consulate health and military offices in Munich and Bonn; arranging stretchers and assisting with obtaining medical approval for corporate bookings • Training staff at the Belgrade Contact Centre

• Updating the customer relations system • Logging and investigating complaint cases • Liaising with customers, suppliers and internal departments in order to solve customer complaints professionally and efficiently • Translating and creating specific templates for the German market

• First point of contact for travel agents and private customers from the German, Austrian, Swiss, UK and Irish market • Reservations and ticketing • Changing existing reservations and reissuing tickets • Arranging special services and flight-related products • Resolving customer complaints

• Assisting with administrative tasks related with the research project • Writing articles and papers • Organising exhibitions and conferences • Giving presentations at various conferences