Reservation and Transportation Ticket Agents and Travel Clerks

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Also known as:  Airline Reservation Agent, Airline Reservationist, Airline Ticket Agent, Gate Agent, Hotel Reservationist, Passenger Agent, Passenger Booking Clerk, Reservation Agent, Reservation Sales Agent, Train Clerk
SNAPSHOT Expand
Make and confirm reservations for transportation or lodging, or sell transportation tickets. May check baggage and direct passengers to designated concourse, pier, or track; deliver tickets, contact individuals and groups to inform them of package tours; or provide tourists with travel or transportation information.
Leadership
LOW
Critical decision making
LOW
Level of responsibilities
LOW
Job challenge and pressure to meet deadlines
HIGH
Dealing and handling conflict
HIGH
Competition for this position
LOW
Communication with others
LOW
Work closely with team members, clients etc.
HIGH
Comfort of the work setting
HIGH
Exposure to extreme environmental conditions
LOW
Exposure to job hazards
LOW
Physical demands
LOW
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DAILY TASKS Expand
Make and confirm reservations for transportation and accommodations, using telephones, faxes, mail, and computers.
Inform clients of essential travel information, such as travel times, transportation connections, and medical and visa requirements.
Confer with customers to determine their service requirements and travel preferences.
Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.
Answer inquiries regarding information such as schedules, accommodations, procedures, and policies.
Plan routes, itineraries, and accommodation details, and compute fares and fees, using schedules, rate books, and computers.
Prepare customer invoices and accept payment.
MAIN ACTIVITIES Expand
Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Performing for or Working Directly with the Public Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Documenting/Recording Information Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
Communicating with Persons Outside Organization Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Making Decisions and Solving Problems Analyzing information and evaluating results to choose the best solution and solve problems.
Processing Information Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
AREAS OF KNOWLEDGE Expand
Customer and Personal Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Public Safety and Security Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Transportation Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
Administration and Management Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Clerical Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Sales and Marketing Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Education and Training Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
KEY ABILITIES Expand
Oral Expression The ability to communicate information and ideas in speaking so others will understand.
Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.
Speech Recognition The ability to identify and understand the speech of another person.
Speech Clarity The ability to speak clearly so others can understand you.
Information Ordering The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.
Near Vision The ability to see details at close range (within a few feet of the observer).
Written Comprehension The ability to read and understand information and ideas presented in writing.
TOP SKILLS Expand
Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Service Orientation Actively looking for ways to help people.
Speaking Talking to others to convey information effectively.
Persuasion Persuading others to change their minds or behavior.
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
Negotiation Bringing others together and trying to reconcile differences.
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