Reservation Agent Goals and Objectives Examples
Achieve a customer satisfaction rating of 90% or higher.
Answer all incoming calls within three rings.
Resolve customer complaints in a timely and satisfactory manner.
Meet daily, weekly and monthly sales quotas.
Display an excellent knowledge of the products and services offered by the company.
Ensure all reservation details are accurate and up to date.
Provide customers with comprehensive information on flight schedules, prices, and terms and conditions.
Promote additional products and services to customers as appropriate.
Consistently achieve a first call resolution rate of at least 80%.
Continuously improve personal productivity by achieving targets set for number of reservations processed per hour.
Achieve a conversion rate of at least 75% for all reservations made.
Respond promptly to emails and other correspondence from customers and colleagues.
Attend regular training sessions and keep up-to-date with any changes in policies or procedures.
Maintain a positive and professional attitude at all times.
Meet all quality standards as set by the company.
Follow up on customer inquiries and requests in a timely manner.
Contribute to the team’s success by sharing knowledge, skills, and best practices.
Be proactive in identifying potential issues that may affect the company's reputation.
Show empathy towards customers who are experiencing difficulties with their bookings.
Build strong relationships with customers to encourage repeat business.
Minimize errors when taking reservations over the phone or online.
Demonstrate a high degree of accuracy when handling financial transactions.
Effectively manage time to ensure maximum productivity during work hours.
Stay informed about competitive pricing strategies and industry trends.
Actively advocate for customers when dealing with other departments or suppliers.
Offer alternative travel options to customers when necessary.
Foster good working relationships with colleagues across all departments.
Adhere to all company policies and procedures, including those relating to confidentiality.
Practice good time management techniques to optimize performance.
Strive to exceed customer expectations consistently.
Build a network of loyal customers through effective relationship management.
Demonstrate excellent communication skills when dealing with customers and colleagues.
Embrace change and adapt to new and evolving circumstances.
Seek out opportunities for professional development and growth.
Maintain a clean and organized workspace to promote efficiency.
Use positive language when interacting with customers and colleagues.
Exercise sound judgment when dealing with complex issues or complaints.
Comply with all regulations and guidelines related to the travel industry.
Continuously seek out ways to improve business processes and procedures.
Provide feedback to management about areas for improvement in the reservation process.
Show initiative in developing creative solutions to problems.
Effectively manage difficult conversations with customers who are dissatisfied with service delivery.
Promote teamwork and cooperation within the department and across other departments.
Conduct comprehensive research on flight availability, schedules, and pricing.
Accurately collect vital information from customers needed to complete reservations.
Demonstrate proficiency in the use of reservation software and systems.
Build rapport with customers to create long-term loyalty.
Ensure customer privacy by adhering to data protection laws.
Keep records of customer interactions for future reference.
Update customer profiles regularly to ensure accurate billing and booking information is maintained.
Demonstrate a thorough understanding of the airline's terms and conditions.
Prioritize work to meet customer needs efficiently.
Ensure all reservations are processed in compliance with standard operating procedures.
Sustain a high level of energy and enthusiasm at all times.
Treat all customers professionally and courteously regardless of their demeanor or behavior.
Develop strong product knowledge through comprehensive training.
Collaborate with team members to find effective solutions to problems.
Maintain focus and concentration during extended periods of phone communication.
Ensure all documentation is complete and accurate before submitting it for processing.
Provide clear and concise information to customers regarding flight cancellations, delays or rescheduling.
Empathize and sympathize with customers when facing challenging situations.
Respond promptly and courteously to customer inquiries by email, phone, or chat.
Use active listening skills to empathize with customers and address their concerns.
Continuously seek out feedback from customers to improve the overall experience.
Demonstrate excellent multitasking skills while maintaining high quality standards.
Consistently meet established performance goals and metrics.
Work collaboratively with other departments to ensure seamless service delivery.
Strive to continuously improve personal performance through regular self-assessment and reflection.
Take ownership of customer issues and follow up appropriately.
Be accountable for all duties assigned by management.
Actively participate in team meetings and contribute to discussions.
Effectively manage stress levels when dealing with high-pressure situations.
Demonstrate proficiency in conflict resolution techniques.
Show initiative in identifying opportunities for process improvement.
Display excellent problem-solving skills when dealing with complex situations.
Adhere to all safety regulations when booking travel arrangements.
Advocate for the company's brand and values through professional conduct at all times.
Attend conferences, seminars, and workshops to keep up-to-date with industry trends.
Develop a deep understanding of the airline's reward program and encourage customers to join.
Consistently exceed expectations by providing exceptional customer service experiences.