Reservation and Ticket Agent
A Reservation and Ticket Agent is a professional who manages and finalizes bookings for various services, including transportation, lodging, and event attendance. They play a crucial role in industries such as tourism, entertainment, and transportation, often combining responsibilities typical of customer service, sales, and data entry. The work environment for these agents varies; they may operate in call centers, at ticket counters, or in administrative offices, with the majority working in air transportation.
Typically, these roles require a high school diploma, although postsecondary education is advantageous for career advancement in management. Strong customer service skills are essential as agents frequently interact with the public, addressing inquiries and providing detailed information about services. Many agents begin their careers at entry-level positions, using the experience as a stepping stone into the broader fields of hospitality and event management. The median earnings for this occupation are approximately $46,820 annually, though job outlook shows a projected decline in employment opportunities.
Reservation and Ticket Agent
Snapshot
Career Cluster(s): Hospitality & Tourism, Transportation, Distribution & Logistics
Interests: Customer service, sales, data entry, hospitality, public speaking
Earnings (Yearly Median): $46,820 annual, $22.51 hourly (2023)
Employment & Outlook: -4 percent (Decline)
Overview
Sphere of Work. Reservation and ticket agents record and finalize reservations for transportation, lodging, event attendance, and equipment and facility rental. They work in a variety of industries, from tourism and transportation to entertainment and sports. Many of the duties and responsibilities of reservation agents combine those of data entry specialists, customer service representatives, and sales representatives.
Work Environment. Reservation and ticket agents work in a variety of settings. Many work in call centers and administrative settings, while others work at ticket kiosks and retail counters in airports, train stations, stadiums, and theaters. Reservation agents for large airline or travel companies work in administrative settings throughout the year, while ticket agents may work in ticket kiosks or box offices on a seasonal or per-event basis.
In 2022, the majority of reservation and ticket agents worked in the air transportation field (70,720), followed by travel reservation services (17,090), air transportation support (12,570), traveler accommodation (4,720), and company management (2,360).
Occupation Interest. Reservation and ticket agents come from a variety of professional and academic backgrounds. Many ticket agents are seasonal, part-time, or temporary employees. Reservation and ticket agents are often entry-level employees eager to acquire professional experience out of high school or college. Others use the role as a foundation for a long-term career in hospitality, entertainment administration, or event management. Anyone interested in becoming reservation or ticket agents should be able to handle a fast-paced and often highly stressful work environment. It is important to also enjoy interacting with the general public.
A Day in the Life—Duties and Responsibilities. The responsibilities and duties of reservation and ticket agents vary in complexity depending on their particular industry. Reservation agents are responsible for taking customer requests for tickets, services, or transportation and equipment rental and entering them into a database. They may also take financial information and reiterate the rights and regulations granted to customers upon purchase of their rental agreement, in addition to details regarding cancellations, transfers, and exchanges.
Reservation agents also act as sales representatives, providing clients with available options and attempting to determine the particulars of their reservation and how best to accommodate their needs. This is a particularly common responsibility of reservation specialists in the tourism, hospitality, and transportation industries. Agents are often required to enumerate available accommodations, on-site activities, and other amenities. Reservation agents in the tourism and rental transportation industry must also inform customers of insurance options and any relevant medical or visa requirements.
Ticket agents employed at entertainment venues and sporting events may simply sell tickets to customers, a temporary or event-only role they may conduct in addition to other administrative functions during non-event hours.
Automobile Club Travel Counselors (238.167-014). Automobile Club Travel Counselors plan trips, map suitable routes, reserve hotel or motel accommodations, calculate mileage, and make bus, train, and plane reservations for members of automobile clubs.
Gate Agents (238.367-010). Gate Agents assist passengers and check flight tickets at the entrance gate or station when passengers are boarding or disembarking. They assist passengers to the correct boarding area, check flight tickets, make boarding announcements, and assist older adults, disabled, or young passengers when they board or depart.
Work Environment
Immediate Physical Environment. Administrative and office settings are most common and are usually located in major metropolitan areas. In this environment, agents wear headsets and sit at computer terminals while they take incoming calls from customers. Reservation and ticket agents also work at kiosks and customer service desks in numerous locations, including airports, train stations, resort hotels, theaters, stadiums, and specialty retail settings.
Human Environment. Strong customer-service skills are paramount, as interaction with clients and potential clients is the most significant element of the job.
Technological Environment. Reservation specialists use a variety of traditional administrative technologies, including telephones, email, electronic databases, spreadsheets, and financial-tracking software. Travel agents use special reservation computer software to input travel- and airline-related codes.
Education, Training, and Advancement
High School/Secondary. Reservation and ticket agent positions usually require a high school diploma or the equivalent. High school students can best prepare for a career as a reservation and ticket agent with courses in algebra, communications, and computers. English, writing, and public-speaking courses can also build an important foundation for future customer-service professionals.
Volunteerism and charitable work allow students to interact with a diverse array of people prior to graduation, fostering experiences that can also benefit future work in customer service. Many theaters and stadiums offer summer programs and internships that can introduce students to the field.
Postsecondary. Postsecondary education is not a requirement for a career as a reservation and ticket agent, though it is preferred. Students interested in management and executive roles within the hierarchy of tourism, sports management, or event management should pursue postsecondary coursework in hospitality management, business administration, or finance.
Much of the relevant telephone and computer skills necessary to successfully function as a reservation or ticket agent are learned through on-the-job instruction from managers, supervisors, or seasoned employees. Many travel companies provide formal training programs to newly hired agents in order to ensure they have learned company and industry procedures and policies.
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Bibliography
"Information Clerks." US Bureau of Labor Statistics, 17 Apr. 2024, www.bls.gov/ooh/office-and-administrative-support/information-clerks.htm. Accessed 23 Aug. 2024.
"Reservation and Transportation Ticket Agents and Travel Clerks." US Bureau of Labor Statistics, 3 Apr. 2024, www.bls.gov/oes/current/oes434181.htm. Accessed 23 Aug. 2024.