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

Training Requirements : y y y Orientation Company and industrial policies. 3) computer based training:.to explain the nature of the job and the performance expected from the new entrants to the organization.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. 2) vocal/diction training:.TRAINING AND DEVELOPMENT:- NEED ANALYSIS:Instructional design:- 1) Lectures:. to have equal standards with the existing employees.to learn how to use the software being used to function effectively. A threshold value of all the 3 attributes will be defined as 5 on a scale on 10.to bring the new entrants on par with the existing employees. Ticketing procedures . 4) simulated training:.

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

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