Free Airline Reservation Agent course (4months)

Airline Reservation Agent:

 Airline Reservation agent supports in providing reservation support for customers looking to book an itinerary with the airline

Brief Job Description: Airline reservation agent is responsible for providing customer support to the passengers via phone or personally to assist in undertaking ticketing functions and reservations for the passenger.

Personal Attributes: A reservation and ticketing agent’s attributes would include good communication skills, inter-personal skills and customer centricity.

Safety and security procedures:

Comprehending the safety and security procedures

PC1. comply with the organisation’s safety and security policies and procedures

PC2. comply with the regulatory guidelines on safe conduct of operations and maintenance of conditions to thwart any acts of unlawful interference

PC3. report any identified breaches of safety, security policies and procedures to the designated person

PC4. coordinate with other resources at the workplace (within and outside the organisation) to achieve safe and secure environment

PC5. identify and mitigate any safety and security hazards like illness, accidents, fires or acts of unlawful interference if it falls within the limits of individual’s authority

PC6. report any hazards outside the individual’s authority to the relevant person in line with organisational procedures and regulatory guidelines

PC7. follow organisation’s emergency procedures for accidents, fires or acts of unlawful interference

PC8. identify and recommend opportunities for improving health, safety and security to the designated person

PC9. ensure all health and safety records are updated and procedures well defined

Organisational Context

KA1. hazard identification and risk management as defined within the organisational policy and procedures

KA2. regulatory requirements and organisation’s procedures for maintenance of safety and security standards and individual’s role and responsibilities in relation to this

KA3. how and when to report hazards

KA4. the limits of responsibility for dealing with hazards KA5. the organisation’s emergency procedures for different emergency situations and the importance of following these

KA6. importance of maintaining high standards of safety and security KA7. implications that any non-compliance with safety and security may

have on individuals and the organisation

Technical Knowledge

KB1. different types of breaches of safety and security and how and when to report these

KB2. evacuation procedures for workers and passengers

KB3. how to summon medical assistance and the emergency services, where necessary

KB4. how to use the health, safety and accident reporting procedures and the importance of these

KB5. regulatory guidelines on dealing with safety and security emergencies

Core Skills/ Generic Skills

Writing Skills

The user/ individual on the job needs to know and understand how to: SA1. accurately complete a well written report in English language detailing the situations of emergency with attention to detail

Reading Skills

The user/individual on the job needs to know and understand how to: SA2. read instructions/guidelines/procedures/rules

Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to: SA3. listen to and orally communicate information with all concerned

Professional Skills

Decision Making

The user/individual on the job needs to know and understand how to: SB1. make decisions on a suitable course of action or response if permitted by the authority matrix

Plan and Organize

The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines

Customer Centricity

The user/individual on the job needs to know and understand how to: SB4. communicate with passengers and other stakeholders in a courteous manner SB5. maintain cordial work relationship

Problem Solving

The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors. Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors SB10. apply balanced judgments to different situations. Passenger reservation:- Performance Criteria:   Perform booking function for the customer PC1. greet the customer in a courteous manner and gather the details of travel itinerary of the customer PC2. provide the passenger with the details of the fare and the total cost of itinerary based on the details provided by the customer PC3. gather the required personal details from customer before confirming the booking PC4. make a booking for the customer as per the confirmed itinerary using the reservation software PC5. collect the payment from the customer and deliver the tickets via physical copy or via emails or via any approved mode as per organisation policies Manage any change of booking or other requests PC6. gather the relevant details of the itinerary of the passenger and retrieve the same in the reservation system PC7. confirm the itinerary with the passenger before proceeding to make any changes PC8. gather the change requirements of the passenger and provide information to the passenger about the feasibility of the changes requested PC9. provide the details of any change of fare or any cancellation charges or change charges in line with organisation policies to the passenger PC10. perform the changes in the system once the passenger has approved and accepted the terms of change or cancellation of booking PC11. collect any payment if applicable or provide details of refund to the passenger as per organisation policies Knowledge and Understanding Organisational Context KA1. organisation policies on ticketing rules and conditions of carriage KA2. organisation policies on range of services that a bonafide passenger can avail based on his / her travel status KA3. escalation process Technical Knowledge KB1. procedures for dealing with documentary discrepancies including invalid tickets, lost tickets, incorrect tickets, visa discrepancies and passport discrepancies KB2. procedures for domestic, international travel and fare rules KB3. security procedures KB4. customs and immigration information in relation to airline destinations and necessary documents for example, tickets, visas, passports and boarding documents KB5. usage of reservation systems Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. fill any forms related to documentation SA2. prepare required reports for management as required Reading Skills The user/individual on the job needs to know and understand how to: SA3. interpret details of the visas, relevant documents, passport, etc. SA4. verify passenger documents Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA5. communicate clearly with supervisors and peers SA6. communicate with passengers SA7. regularly communicate with all peers in the chain of activities to ensure activities are running smoothly   Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. check compliance for escalation Plan and Organize The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. prioritise and execute tasks in within the scheduled time limits   Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with customers in a courteous manner SB5. maintain effective customer relationship Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. identify and resolve issues with documents and systems during reservation and ticketing Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors   Work Effectively in a Team Performance Criteria   Support the work team PC1. display courteous and helpful behavior at all times. PC2. take opportunities to enhance the level of assistance offered to colleagues. PC3. meet all reasonable requests for assistance within acceptable workplace timeframes. PC4. complete allocated tasks as required. PC5. seek assistance when difficulties arise. PC6. use questioning techniques to clarify instructions or responsibilities. PC7. identify and display a nondiscriminatory attitude in all contacts with customers and other staff members Maintain personal presentation PC8. observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact. PC9. follow personal hygiene procedures according to organisational policy and relevant legislation. Develop effective work habits PC10. interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task. PC11. interpret, confirm and act on legal requirements in regard to anti- discrimination, sexual harassment and bullying. PC12. ask questions to seek and clarify workplace information. PC13. plan and organise daily work routine within the scope of the job role. PC14. prioritise and complete tasks according to required timeframes. PC15. identify work and personal priorities and achieve a balance between competing priorities. Knowledge and Understanding     Organisational Context KA1. The policies and procedures relating to the job role. KA2. The value system of the organisation. KA3. Employee rights and obligations. KA4. The reporting hierarchy and escalation matrix. Technical Knowledge KB1. ask questions to identify and confirm requirements. KB2. follow routine instructions through clear and direct communication. KB3. use language and concepts appropriate to cultural differences. KB4. use and interpret non-verbal communication. KB5. the scope of information or m aterials required within the parameters of the job role. KB6. consequences of poor team participation on job outcomes. KB7. work health and safety requirements. Core Skills/ Generic Skills Writing Skills, On the job the individual needs to able to: SA1. complete documentation accurately. SA2. write simple reports when required. Reading Skills On the job the individual needs to be able to: SA3. read information accurately. SA4. read and interpret data sheets. Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA5. listen to and orally communicate information with all concerned   Professional Skills On the job the individual needs to be able to: SB1. make appropriate decisions regarding the responsibilities of the job role. Plan and Organise The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with passengers and other stakeholders in a courteous manner SB5. maintain effective work relationship   Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors SB10. apply balanced judgments to different situations      Model Curriculum Airline Reservation Agent   Follow safety and security procedures   comprehend the organisation’s safety and security policies and procedures  comprehend the regulatory guidelines on safe conduct of operations and maintenance of conditions to thwart any acts of unlawful interference  report any identified breaches of safety, and security policies and procedures to the designated person  coordinate with other resources at the workplace (within and outside the organisation) to achieve safe and secure environment  identify and mitigate any safety and security hazards like illness, accidents, fires or acts of unlawful interference if it falls within the limits of individual’s authority  report any hazards outside the individual’s authority to the relevant person in line with organisational procedures and regulatory guidelines  follow organisation’s emergency procedures for incidents or accidents, fires or acts of unlawful interference  identify and recommend opportunities for improving health, safety, and security to the designated person  ensure completion of all health and safety records are updates and procedures well defined   Passenger reservation   · greet the customer in a courteous manner and gather the details of travel itinerary of the customer  provide the passenger with the details of the fare and the total cost of itinerary based on the details provided by the customer  gather the required personal details from customer before confirming the booking  using the reservation software, make a booking for the customer as per the confirmed itinerary  collect the payment from the customer and deliver the tickets via physical copy or via emails or via any  approved mode as per organisation policies  gather the relevant details of the itinerary of the passenger and retrieve the same in the reservation system  confirm the itinerary with the passenger before proceeding to make any changes  gather the change requirements of the passenger and provide information to the passenger about the feasibility of the changes requested  provide the details of any change of fare or any cancellation charges or change charges in line with organisation policies to the passenger  perform the changes in the system once the passenger has approved and accepted the terms of change or cancellation of booking  collect any payment if applicable or provide details of refund to the passenger as per organisation policies   Work Effectively in a Team   · display courteous and helpful behaviour at all times.  take opportunities to enhance the level of assistance offered to colleagues.  meet all reasonable requests for assistance within acceptable workplace timeframes.  complete allocated tasks as required.  seek assistance when difficulties arise.  use questioning techniques to clarify instructions or responsibilities.  identify and display a non-discriminatory attitude in all contacts with customers and other staff members.  observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact.  follow personal hygiene procedures according to organisational policy and relevant legislation.  interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task  interpret, confirm and act on legal requirements in regard to antidiscrimination, sexual harassment and bullying.  ask questions to seek and clarify workplace information.  plan and organise daily work routine within the scope of the job role  prioritise and complete tasks according to required timeframes  identify work and personal priorities and achieve a balance between competing priorities         Unique equipment used;  charts/documents regarding passenger information system software in use  hand held ticket scanners  manual ticketing procedure charts  PC/ laptop/ palmtop with ticketing system software     Guidelines for Assessment 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC 2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC 3. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below) 4. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/training center based on this criteria 5. To pass the Qualification Pack, every trainee should score a minimum of 50% in aggregate 6. The marks are allocated PC wise, however, every NOS will carry a weightage in the total marks allocated to the specific QP