A reservation agent assists hotel and other types of transportation customers answering questions, assisting them in making travel decisions, and then booking reservations for rooms or tickets. The reservation agent may communicate with customers over the phone, online, or in person, depending on the type of business he works for. The reservation agent’s job entails combining strong customer service skills with sales techniques to ensure that customers receive the services and products they require while also increasing his employer’s profits.
When it comes to booking transportation and lodging, the reservation agent is often the first point of contact for many travelers. While some travelers prefer to work with a travel agent, others prefer to research their own travel options and book with vendors directly. While many different types of travel can be booked online, some travelers prefer to book tickets and reservations speaking with a company representative. When customers have questions, run into technical difficulties, or have a problem with their reservation, even online travel booking sites frequently employ agents who can assist them in chat or via e-mail.
Reservation agents are usually trained on the job and do not require any formal education beyond a high school diploma. Individual employers, on the other hand, may prefer to hire representatives with extensive customer service or telemarketing experience. Agents will typically need strong language skills and experience working with computers, as they will use computers to provide customers with information about their travel options and enter the customer’s information into a computer system when the customer books travel.
A reservation agent may be required to perform a variety of customer service tasks in addition to booking travel. This can be tricky because many people, including those who booked their travel plans online, will contact an agent if their original plans fall through or are disrupted. These callers may be in a state of distress, necessitating the representative’s ability to both address the traveler’s needs and provide a calming presence. A reservation agent may be expected to “upsell” callers to more expensive travel options such as hotel rooms or airline seats in many cases. Customers may also be encouraged to sign up for loyalty programs or even co-branded credit card offers the reservation agent.