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Reservation and Transportation Ticket Agents and Travel Clerks
SOC Code: 43-4181.00

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, contact individuals and groups to inform them of package tours; or provide tourists with travel or transportation information.

Sample of reported job titles: Airline Ticket Agent, Airport Sales Agent, Customer Service Agent, Reservation Agent, Reservationist, Reservations Agent, Reservations and Ticketing Agent, Station Agent, Ticket Agent, Tour Sales Representative

Tasks

  • Examine passenger documentation to determine destinations and to assign boarding passes.
  • Trace lost, delayed, or misdirected baggage for customers.
  • Check baggage and cargo and direct passengers to designated locations for loading.
  • Provide boarding or disembarking assistance to passengers needing special assistance.
  • Confer with customers to determine their service requirements and travel preferences.
  • Announce arrival and departure information, using public address systems.
  • Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.
  • Assemble and issue required documentation, such as tickets, travel insurance policies, or itineraries.
  • Maintain computerized inventories of available passenger space and provide information on space reserved or available.
  • Inform clients of essential travel information, such as travel times, transportation connections, or medical and visa requirements.
  • Answer inquiries regarding information, such as schedules, accommodations, procedures, or policies.
  • Plan routes, itineraries, and accommodation details, and compute fares and fees, using schedules, rate books, and computers.
  • Make and confirm reservations for transportation and accommodations, using telephones, faxes, mail, and computers.
  • Keep information facilities clean during operation.
  • Provide clients with assistance in preparing required travel documents and forms.
  • Prepare customer invoices and accept payment.
  • Open or close information facilities.
  • Provide customers with travel suggestions and information sources, such as guides, directories, brochures, or maps.
  • Contact customers or travel agents to advise them of travel conveyance changes or to confirm reservations.
  • Promote particular destinations, tour packages, and other travel services.

Technology Skills

  • Calendar and scheduling software - Property scheduling software
  • Data base user interface and query software - Amadeus Altea Reservation; Microsoft Access ; Sabre Airline Solutions SabreSonic Ticket; Worldspan Go! (see all 9 examples)
  • Electronic mail software - Email software; Microsoft Outlook
  • Financial analysis software - Delphi Technology
  • Internet browser software - Web browser software
  • Office suite software - Corel WordPerfect; Microsoft Office
  • Point of sale POS software - MICROS Systems MICROS 9700 HMS
  • Spreadsheet software - Microsoft Excel
  • Word processing software - Microsoft Word

Tools Used

  • Airline ticket or boarding pass ATB printers - Airline ticket printers
  • Cash registers
  • Desktop computers
  • Magnetic stripe readers and encoders - Credit card processing machines
  • Notebook computers - Laptop computers
  • Personal computers
  • Premise branch exchange PBX systems - Private automatic branch exchange PABX systems
  • Public address systems - Public address PA systems
  • Special purpose telephones - Multi-line telephone systems
  • Ticket dispensing machines - Ticket printing machines

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.

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.
  • Service Orientation - Actively looking for ways to help people.
  • Speaking - Talking to others to convey information effectively.
  • 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.
  • Coordination - Adjusting actions in relation to others' actions.
  • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Time Management - Managing one's own time and the time of others.
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Abilities

  • Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Speech Clarity - The ability to speak clearly so others can understand you.
  • Speech Recognition - The ability to identify and understand the speech of another person.
  • Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
  • Written Comprehension - The ability to read and understand information and ideas presented in writing.
  • Near Vision - The ability to see details at close range (within a few feet of the observer).
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
  • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  • Written Expression - The ability to communicate information and ideas in writing so others will understand.
  • Category Flexibility - The ability to generate or use different sets of rules for combining or grouping things in different ways.
  • Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • Selective Attention - The ability to concentrate on a task over a period of time without being distracted.

Interests

  • Interest code: CES
    • Conventional - Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
    • Enterprising - Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
    • Social - Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

Work Context

  • Contact With Others - 99% responded “Constant contact with others.”
  • Importance of Repeating Same Tasks - 93% responded “Extremely important.”
  • Indoors, Environmentally Controlled - 88% responded “Every day.”
  • Importance of Being Exact or Accurate - 75% responded “Extremely important.”
  • Deal With External Customers - 88% responded “Extremely important.”
  • Face-to-Face Discussions - 85% responded “Every day.”
  • Frequency of Decision Making
  • Telephone - 78% responded “Every day.”
  • Time Pressure - 75% responded “Every day.”
  • Work With Work Group or Team - 67% responded “Extremely important.”
  • Physical Proximity - 72% responded “Moderately close (at arm's length).”
  • Deal With Unpleasant or Angry People - 49% responded “Once a week or more but not every day.”
  • Freedom to Make Decisions - 49% responded “Some freedom.”
  • Impact of Decisions on Co-workers or Company Results - 29% responded “Very important results.”
  • Sounds, Noise Levels Are Distracting or Uncomfortable - 44% responded “Every day.”
  • Frequency of Conflict Situations - 48% responded “Every day.”
  • Degree of Automation - 21% responded “Moderately automated.”
  • Spend Time Making Repetitive Motions - 33% responded “More than half the time.”
  • Public Speaking - 44% responded “Every day.”
  • Consequence of Error - 20% responded “Not serious at all.”
  • Spend Time Standing - 40% responded “More than half the time.”
  • Coordinate or Lead Others - 42% responded “Extremely important.”
  • Electronic Mail - 39% responded “Every day.”
  • Exposed to Contaminants - 34% responded “Every day.”
  • Spend Time Sitting - 40% responded “Continually or almost continually.”
  • Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls - 42% responded “Continually or almost continually.”

Work Styles

  • Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  • Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
  • Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  • Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
  • Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
  • Integrity - Job requires being honest and ethical.
  • Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
  • Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
  • Persistence - Job requires persistence in the face of obstacles.
  • Initiative - Job requires a willingness to take on responsibilities and challenges.
  • Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
  • Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
  • Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
  • Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
  • Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

Work Values

  • Relationships - Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
  • Independence - Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
  • Support - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.

Wages & Trends

  • Median wages (2017)
    • $17.44 hourly, $36,280 annual
  • Employment (2016)
    • 150,000 employees
  • Projected growth (2016-2026)
    • Slower than average (2% to 4%)
  • Projected job openings (2016-2026)
    • 16,300

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