Reservations Agent @ Kp Tutorial

Job Description

Reservation agents are the face of an airline. Theyre the people who answer your calls, emails, and tweets when you want to book a flight or ask about ticket prices or availability. They also handle customer service issues that arise during the course of a flighteverything from lost luggage to complaints about rude flight attendants.

Reservation agents must be able to multitask effectively while juggling multiple phone lines, computer screens, and other sources of information at once. They need strong communication skills to deal with frustrated customers and angry employees alike.

Reservation Agent Job Duties

A reservation agent typically has a wide range of responsibilities, which can include:

• Making reservations and answering questions on topics such as hotel policies or flight schedules
• Resolving customer service issues and booking new reservations when necessary
• Explaining policies and procedures to customers to ensure that they have a positive experience when interacting with the company
• Verifying information such as credit card numbers and birthdates to ensure that it is accurate
• Updating records of all reservations for flights, cruises, hotels, rental cars, etc.
• Explaining airline policies regarding overbooking and cancellations of flights due to inclement weather
• Assisting customers with special requests such as providing extra leg room seats or upgrading to first class
• Processing and tracking refunds for returned tickets or rooms for reservation cancellations
• Escalating issues to supervisors when needed

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Keyskills:   computer skills upselling patience ticketing customer service multi-tasking itinerary planning telephone etiquette reservation systems fare quotes