Airline Reservationist Onboarding Checklist

Airline Reservationist Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Airline Reservationist starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Customer Service onboarding experience or just need an onboarding checklist for your new Airline Reservationist, you’re in the right place. We’ve put together a sample Airline Reservationist onboarding checklist below and have created onboarding templates & resources to help.

Airline Reservationist Onboarding Checklist

1. Introduction to company policies and procedures: The new airline reservationist should be provided with a comprehensive overview of the company’s policies and procedures. This includes understanding the reservation system, ticketing processes, customer service protocols, and any specific guidelines related to the airline industry. The task is typically performed by the human resources department or a designated trainer.

2. Familiarization with reservation software: As an airline reservationist, it is crucial to become proficient in using the reservation software. This task involves training on the specific software used by the company, including learning how to make bookings, manage customer profiles, process payments, and handle cancellations or modifications. The training is usually conducted by a designated trainer or the IT department.

3. Understanding airline products and services: To effectively assist customers, the reservationist should have a thorough understanding of the airline’s products and services. This includes knowledge of different fare classes, baggage policies, special services (such as wheelchair assistance or pet travel), and any loyalty programs offered. The task is typically performed by the training department or a designated mentor.

4. Learning customer service best practices: Providing exceptional customer service is a vital aspect of the airline reservationist role. This task involves training on effective communication techniques, conflict resolution strategies, and empathy towards customers. The training is usually conducted by the customer service department or a designated trainer.

5. Familiarization with airline routes and schedules: The reservationist should be familiarized with the airline’s routes, flight schedules, and any seasonal or temporary changes. This task involves studying route maps, flight timetables, and understanding the airline’s hub and spoke system. The task is typically performed by the operations department or a designated trainer.

6. Understanding ticketing and payment processes: As an airline reservationist, it is essential to have a solid understanding of ticketing and payment processes. This task involves training on issuing tickets, processing refunds, handling payment discrepancies, and ensuring compliance with industry regulations. The training is usually conducted by the finance or ticketing department.

7. Learning about safety and security procedures: Airline reservationists should be aware of safety and security procedures to ensure the well-being of passengers and comply with industry regulations. This task involves training on emergency protocols, security screening processes, and reporting any suspicious activities. The training is typically conducted by the security or operations department.

8. Practicing problem-solving and decision-making skills: The reservationist should be trained in problem-solving and decision-making skills to handle various customer inquiries and issues. This task involves scenarios-based training, role-playing exercises, and learning how to escalate complex problems to the appropriate department. The training is usually conducted by the customer service department or a designated trainer.

9. Understanding interdepartmental coordination: Airline reservationists often need to collaborate with other departments, such as baggage handling, flight operations, or ground staff. This task involves learning how to effectively communicate and coordinate with different departments to ensure smooth operations and customer satisfaction. The training is typically conducted by the operations or customer service department.

10. Continuous learning and professional development: To stay updated with industry trends and enhance skills, the reservationist should be encouraged to engage in continuous learning and professional development. This task involves attending workshops, webinars, or industry conferences, as well as staying informed about new airline policies or procedures. The responsibility for this task lies with the employee, but the company may provide resources or support for professional development

Setting Up Your Employee Onboarding Process

From reading through the items in the example Airline Reservationist checklist above, you’ll now have an idea of how you can apply best practices to getting your new Airline Reservationist up to speed and working well in your Customer Service team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.