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
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 and contact individuals and groups to inform them of package tours; or provide tourists with travel or transportation information.
Leadership
LOW
Critical decision making
HIGH
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
HIGH
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
Daily tasks

Trace lost, delayed, or misdirected baggage for customers.

Announce arrival and departure information, using public address systems.

Examine passenger documentation to determine destinations and to assign boarding passes.

Provide boarding or disembarking assistance to passengers needing special assistance.

Check baggage and cargo and direct passengers to designated locations for loading.

Answer inquiries regarding information, such as schedules, accommodations, procedures, or policies.

Maintain computerized inventories of available passenger space and provide information on space reserved or available.

Confer with customers to determine their service requirements and travel preferences.

Assemble and issue required documentation, such as tickets, travel insurance policies, or itineraries.

Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.

Keep information facilities clean during operation.

MAIN ACTIVITIES
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.
Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
Evaluating Information to Determine Compliance with Standards Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Making Decisions and Solving Problems Analyzing information and evaluating results to choose the best solution and solve problems.
Identifying Objects, Actions, and Events Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
AREAS OF KNOWLEDGE
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.
Computers and Electronics Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
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.
Geography Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life.
Psychology Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
Foreign Language Knowledge of the structure and content of a foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.
TOP SKILLS
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.
Speaking Talking to others to convey information effectively.
Service Orientation Actively looking for ways to help people.
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Persuasion Persuading others to change their minds or behavior.
Writing Communicating effectively in writing as appropriate for the needs of the audience.