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Flying the Friendlier Skies

Flying the Friendlier Skies

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Published by Sumit Verma

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Published by: Sumit Verma on Aug 23, 2012
Copyright:Attribution Non-commercial


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Flying the Friendlier Skies

Training Objective: Training new reservation clerks to perform adequately for the job of airline reservation. Process: To develop a training program firstly we need to specify the tasks and responsibilities of the Reservation clerk. After wards we need to decide over the knowledge and skills required for the job. Then afterwards we will decide the areas over which we need to concentrate for providing training. And lastly we will look for the courses available inside as well as outside the organization , and also the method of training to be used eg . online , lectures , workshops etc. Task Analysis : Task Customer Relationship Management Sub Tasks Handling customer calls Answering queries Providing the requisite Flight Information. Resolving problems Taking Feedback from customers Analyzing flight schedules according to customer preference Suggestions of price and flight scheduling and alternatives. KSA

Reservation management

Booking Tickets

Value added Services

Booking ticket on the web-portal Booking ticket manually in case website has some problem. Accommodation booking Pickup and drop services Booking meals according to preference Payment Portal Recording the transactions.

Billing Activity Travel Insurance

to explain the nature of the job and the performance expected from the new entrants to the organization.to learn how to use the software being used to function effectively. 2) vocal/diction training:.to bring the new entrants on par with the existing employees. A threshold value of all the 3 attributes will be defined as 5 on a scale on 10. Ticketing procedures . 4) simulated training:. to have equal standards with the existing employees. 3) computer based training:.for understanding airline flight charts and real life scenarios 5) interviews with existing staff from different departments and different regional locations:Validation :IMPLEMENT :- EVALUATION PROGRAM:Test on a simulated environment to judge the ability of the new joinees.TRAINING AND DEVELOPMENT:- NEED ANALYSIS:Instructional design:- 1) Lectures:. Training Requirements :    Orientation Company and industrial policies.

 A high school diploma or its equivalent is the most common educational requirement for reservation and transportation ticket agents and travel clerks. reservation and transportation ticket agents and travel clerks who work for bus lines and railroads are trained on the job through short in-house classes that last several days. College courses or additional related training may be substituted for part or all of the work experience. Experience: Employers require from one to three years of sales. some up to 100 pounds. Training: Trainees learn both computerized and manual reservations procedures and good telephone techniques. Interpersonal Skills. and the availability of seats. courteous and efficient. while limiting the time spent on each call. to make reservations for passengers. Additionally. the ability to work with details and perform basic computer functions. Airline security regulations and safety procedures. Most airline reservation and ticket agents learn their skills through formal company training programs that can last several weeks. Passenger Service Agents must have previous reservations experience. During this time the supervisors may monitor telephone conversations to improve the quality of customer service so that agents learn to provide customer service in a courteous manner. and airline code designations. After completing classroom instruction. fares. and the availability of seats.     Airline’s computer system to obtain information on schedules. or similar public contact experience. and safety procedures. They learn company and industry policies as well as ticketing procedures. their work requires standing for long periods and lifting luggage. In contrast to those who work for airlines. Personal traits: Reservations and Passenger Service Agents should be friendly. Trainees also learn to use the airline’s computer system to obtain information on schedules. Small airlines require Reservations Agent to have airline or travel agency experience or to have completed a computerized reservations program given by travel schools and some community colleges. airport. fares. and to prepare passenger itineraries Airline code designations. In addition.  . They need good communication skills. Stress Management. to make reservations for passengers. and to prepare passenger itineraries. security regulations. they must become familiar with train. telephone. new agents work under the direct guidance of a supervisor or experienced agent.

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