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 Sub Tasks KSACustomer Relationship Management

Handling customer calls

Answering queries Providing the requisite Flight Information.Resolving problems

Taking Feedback from customers

Reservation management Analyzing flight schedules according to customer preferenceSuggestions of price and flight scheduling and alternatives.

Booking Tickets Booking ticket on the web-portal Booking ticket manually in case website has some problem.

Value added Services Accommodation booking Pickup and drop servicesBooking meals according to preference

Billing Activity Payment PortalRecording the transactions.

Travel Insurance

TRAINING AND DEVELOPMENT:-

NEED ANALYSIS:-

Instructional design:-

1) Lectures:- to explain the nature of the job and the performance expected from the new entrants to the organization.

2) vocal/diction training:- to bring the new entrants on par with the existing employees, to have equal standards with the existing employees.

3) computer based training:- to learn how to use the software being used to function effectively.

4) simulated 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.A threshold value of all the 3 attributes will be defined as 5 on a scale on 10.

Training Requirements :

Orientation Company and industrial policies. Ticketing procedures

Airline’s computer system to obtain information on schedules, fares, and the availability of seats; to make reservations for passengers; and to prepare passenger itineraries

Airline code designations. Airline security regulations and safety procedures. Interpersonal Skills. Stress Management.

Personal traits: Reservations and Passenger Service Agents should be friendly, courteous and efficient. They need good communication skills, theability to work with details and perform basic computer functions. Additionally, their work requires standing for long periods and lifting luggage, some up to 100 pounds.

Experience: Employers require from one to three years of sales, telephone, or similar public contact experience. College courses or additional relatedtraining may be substituted for part or all of the work experience. Passenger Service Agents must have previous reservations experience.

Training: Trainees learn both computerized and manual reservations procedures and good telephone techniques. Small airlines require Reservations Agent to have airline ortravel agency experience or to have completed a computerized reservationsprogram given by travel schools and some community colleges.

A high school diploma or its equivalent is the most common educational requirement for reservation and transportation ticket agents and travel clerks. Most airline reservation and ticket agents learn their skills through formal company training programs that can last several weeks. They learn company and industry policies as well as ticketing procedures. Trainees also learn to use the airline’s computer system to obtain information on schedules, fares, and the availability of seats; to make reservations for passengers; and to prepare passenger itineraries. In addition, they must become familiar with train, airport, and airline code designations, security regulations, and safety procedures. After completing classroom instruction, new agents work under the direct guidance of a supervisor or experienced agent. 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, while limiting the time spent on each call.

In contrast to those who work for airlines, 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.