Reservation Agent Onboarding Checklist

Reservation Agent Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Reservation Agent 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 Reservation Agent, you’re in the right place. We’ve put together a sample Reservation Agent onboarding checklist below and have created onboarding templates & resources to help.

Reservation Agent Onboarding Checklist

1. Introduction to company policies and procedures: The reservation agent should receive a comprehensive overview of the company’s policies and procedures, including guidelines for handling customer inquiries, making reservations, and resolving issues. This task is typically performed by the human resources department or a designated trainer.

2. Familiarization with reservation systems: The reservation agent needs to become proficient in using the company’s reservation software or system. This includes learning how to navigate the system, input customer information, check availability, and make bookings. The task of training the reservation agent on the reservation system is usually assigned to a senior reservation agent or a dedicated IT trainer.

3. Product and service knowledge: The reservation agent should be provided with detailed information about the company’s products and services. This includes understanding the different types of accommodations, amenities, and packages offered by the company. The task of providing product and service knowledge is typically performed by the sales or marketing department, with assistance from experienced reservation agents.

4. Customer service training: As a reservation agent, providing excellent customer service is crucial. The new hire should receive training on effective communication skills, problem-solving techniques, and strategies for handling difficult customers. This training is usually conducted by the customer service department or a designated customer service trainer.

5. Understanding pricing and promotions: The reservation agent should be familiarized with the company’s pricing structure, including regular rates, discounts, and promotional offers. This task is typically performed by the revenue management or sales department, with assistance from experienced reservation agents.

6. Learning reservation policies and terms: The reservation agent needs to understand the company’s reservation policies, cancellation policies, and any specific terms and conditions associated with bookings. This information is usually provided by the reservations manager or a designated trainer.

7. Shadowing experienced reservation agents: To gain practical experience and observe real-life scenarios, the new reservation agent should have the opportunity to shadow experienced reservation agents. This allows them to learn from their colleagues’ expertise and observe how they handle various situations. The task of assigning a mentor or facilitating shadowing opportunities is typically performed by the reservations manager or a senior reservation agent.

8. Role-playing and mock scenarios: To further enhance their skills, the new reservation agent should participate in role-playing exercises and mock scenarios. This helps them practice handling different customer inquiries, resolving issues, and making reservations. The task of organizing role-playing sessions is usually performed by the reservations manager or a designated trainer.

9. Introduction to company culture and values: It is important for the reservation agent to understand the company’s culture, values, and mission. This includes learning about the company’s history, vision, and core principles. The task of introducing the company culture and values is typically performed by the human resources department or a designated company representative.

10. Performance expectations and goal setting: The reservation agent should have a clear understanding of their performance expectations and goals. This includes metrics such as average call handling time, conversion rates, and customer satisfaction scores. The task of setting performance expectations and goals is usually performed by the reservations manager or the customer service department.

11. Safety and security protocols: The reservation agent should receive training on safety and security protocols, especially if they handle sensitive customer information or work in an industry with specific safety requirements. This task is typically performed by the security department or a designated safety officer.

12. Continuous training and development opportunities: To ensure ongoing growth and improvement, the reservation agent should be informed about the company’s training and development programs. This includes opportunities for additional certifications, workshops, or courses that can enhance their skills. The task of providing information on training and development opportunities is typically performed by the human resources department or the reservations manager

Setting Up Your Employee Onboarding Process

From reading through the items in the example Reservation Agent checklist above, you’ll now have an idea of how you can apply best practices to getting your new Reservation Agent 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.