The reservation clerks look up the requested information on our airline’s online
ID: 466981 • Letter: T
Question
The reservation clerks look up the requested information on our airline’s online flight schedule system, which is updated continuously. The reservation clerk must deal courteously and expeditiously with the customer and be able to find alternative flight arrangements quickly in order to provide the customer with the itinerary that fits his or her needs. Alternative flights and prices must be found quickly, so that the customer is not kept waiting and so that our reservations operations group maintains its efficiency standards. It is often necessary to look under various routings, since there may be a dozen or more alternative routes between the customer’s starting point and destination. You may assume that we just hired 30 new clerks, and that you must create a 3-day training program.
Airline reservation clerks obviously need numerous skills to perform their jobs. This major airline has asked you to develop the outline of a training program for its new reservation clerks. You may want to start by listing the job’s main duties. In any case, please produce the requested training program outline, making sure to be very specific about what you want to teach the new clerks and what methods and aids you suggest using to train them.
Explanation / Answer
The basic job description of any transportation reservation clerk is to book as well as confirm reservations.
Main Duties of an airline reservation clerk are:
To interact with the customers over the call and inform them about flight schedules, ticket prices, planned route (timetable).
They peer at the flight schedule system to check the requested information by the customers.
They should be courteous and expeditiously deal with the customers.
They deliver alternative flight arrangements
They provide best travel route among a list of convenient routing
They inspect baggage and lead the passenger to designated location for loading
They response inquiries made to travel agencies and airlines
They gather tickets to mail them to customers
They deliver reinforcement for boarding flights and close changes in schedule
The aim of the training program for airline reservation is to:
a) Build new clerks familiar with the key aspects of Airline.
b) Notify them about policies and guidelines regarding the firm.
c) Give them demo regarding the airline reservation process.
d) Make them know the principal rules of conduct to interact with customers.
e) Provide updated information and expertise to recoup the best possible flight arrangement as per customer's need.
f) Solve critical and unforeseen complications.
The training program is delivered through the basic methods:
Hands on
On the job training
Job simulation
The outline of a 3-day training program is as follows:
Day 1 (Morning Session):
Registration and verification of the documents
Orientation about the company highlighting the goals, values, mission and vision.
Interpretation of liabilities and responsibilities
Day 1 (Afternoon Session):
Communication Skills
Hands on Training on reservation process and inquiry portal
Providing Mock calls by trainers or mentors
Day 2 (Morning Session):
Commencement of training on recorded calls of the best performing reservation clerks
Day 2 (Afternoon Session):
Making the new hires sit with the trained clerks to gain knowledge on how to take calls and operate the enquiry portal simultaneously.
Day 3 (Morning Session):
On the job training by giving live customer calls and telling them to make reservations
Day 3 (Afternoon Session):
Evaluation process
Providing them feedback for the task performed
Giving them suggestions for the future live calls