Summary Report for:
43-4181.00 - Reservation and Transportation Ticket Agents and Travel Clerks
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 | Tools & Technology | Knowledge | Skills | Abilities | Work Activities | Detailed Work Activities | Work Context | Job Zone | Education | Credentials | Interests | Work Styles | Work Values | Related Occupations | Wages & Employment | Job Openings | Additional Information
- 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, and 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, and medical and visa requirements.
- Answer inquiries regarding information such as schedules, accommodations, procedures, and 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, and 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.
Tools & Technology
Tools used in this occupation:
- 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
Technology used in this occupation:
- 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! Reservation System software (see all 9 examples)
- Electronic mail software — Email software; Microsoft Outlook
- Internet browser software — Web browser software
- Office suite software — Microsoft Office software
- Point of sale POS software — MICROS Systems MICROS 9700 HMS
- Spreadsheet software — Microsoft Excel
- Word processing software — Corel WordPerfect software; Microsoft Word
- 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.
- 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.
- 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.
- Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
- Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
- Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
- Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
- Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Performing General Physical Activities — Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.
- Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
- Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
- Handling and Moving Objects — Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.
- Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.
- Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
- Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
- Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
- Estimating the Quantifiable Characteristics of Products, Events, or Information — Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.
- Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
- Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
Detailed Work Activities
- Collect deposits, payments or fees.
- Discuss goods or services information with customers or patrons.
- Track goods or materials.
- Assist disabled or incapacitated individuals.
- Calculate costs of goods or services.
- Compile data or documentation.
- Promote products, services, or programs.
- Explain regulations, policies, or procedures.
- Provide notifications to customers or patrons.
- Make travel, accommodations, or entertainment arrangements for others.
- Assist individuals with paperwork.
- Maintain inventory records.
- Clean facilities or equipment.
- 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.”
|Title||Job Zone Two: Some Preparation Needed|
|Education||These occupations usually require a high school diploma.|
|Related Experience||Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.|
|Job Training||Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.|
|Job Zone Examples||These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.|
|SVP Range||(4.0 to < 6.0)|
Percentage of Respondents
|Education Level Required|
|Not available||High school diploma or equivalent|
|Not available||Some college, no degree|
|Not available||Less than high school diploma|
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.
- 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.
- 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 & Employment Trends
|Median wages (2014)||$16.11 hourly, $33,510 annual|
|Employment (2014)||141,000 employees|
|Projected growth (2014-2024)||Little or no change (-1% to 1%)|
|Projected job openings (2014-2024)||17,700|
|Top industries (2014)|
Source: Bureau of Labor Statistics 2014 wage data and 2014-2024 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2014-2024). "Projected job openings" represent openings due to growth and replacement.
Job Openings on the Web
Sources of Additional Information
Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.
- Information clerks . Bureau of Labor Statistics, U.S. Department of Labor. Occupational Outlook Handbook, 2016-17 Edition.