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Flying the friendlier skies

Prepared by: Utkarsh Srivastava(2011215) Uzra Rahman(2011216) Vaishali Bathla(2011217)

Valluru Naveen(2011218)
Varsha Narsaria(2011219)

Introduction
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The purpose of this project is to develop a training program for the job of airline reservation clerk for a major airline.

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To develop a training program, firstly we need to specify the tasks and responsibilities of the Reservation clerk.
After wards we need to decide over the knowledge and skills required for the job.

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Then later we will decide the areas over which we need to concentrate for providing training.
And lastly we will look for the methods of training to be used eg. online lectures , workshops etc.

Job Description
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Arranges reservations and routing for passengers at request of Ticket Agent. Assigns specified space to customers and maintains computerized inventory of passenger space available.

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Determines whether space is available on travel dates requested by customer. Checks baggage and directs passenger to designated location for loading. Examines passenger ticket or pass to direct passenger to specified area for loading. Answers inquiries made to travel agencies and airlines.

Job Description(Continued)
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Plans route and computes ticket cost, using schedules, rate books, and computer. Sells and assembles tickets for mailing to customers.

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Telephones customer or Ticket Agent to advise of changes with travel or to confirm reservation.
Assists passengers requiring special assistance to board or depart flights.

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Announces arrival and departure information using intercom system.


Informs travel agents in other locations of space reserved or available.

Training Requirement
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Orientation Company and industrial policies. Ticketing procedures Airlines computer system to obtain information on schedules, fares, and the availability of seats; to make reservations for passengers; and to prepare passenger itineraries Airline code designations. Airline security regulations and safety procedures. Interpersonal Skills. Stress Management

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METHOD CHOSEN
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Day 1: Lectures:- To explain the nature of the job and the performance expected from the new entrants to the organization. Vocal/diction training:- To bring the new entrants on par with the existing employees, to have equal standards with the existing employees. Computer training: The introduction part. Training will be continued the next day. Day 2: Computer training:- To learn how to use the software being used to function effectively. Simulated training:- For understanding airline flight charts and real life scenarios.

Lecture
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This method is used to create understanding of a topic or to influence behavior, attitudes through lecture. Lecture is telling someone about something. Lecture is given to enhance the knowledge of listener or to give him the theoretical aspect of a topic. Training is basically incomplete without lecture. Orientation

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Company and industrial policies.


Ticketing procedures Airline code designations. Airline security regulations and safety procedures. An overview and theoretical part of whatever is expected of them.

Vocal /Diction Training


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Voice and diction training provides trainees with the skills to develop a flexible voice that can respond to every speaking situation - conversations, telephone calls, and more. Clerks frequently need to converse on directly with the customer so this is very important. Use your tongue and lips for precise articulation

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Speak smoothly without hesitation or choppiness


Breathe properly for power and control Reduce filler words such as "uhm" or "like Speak at an appropriate speed

Use emphasis and pauses effectively


Eliminate unpleasant qualities - monotone, nasal, high pitch Speak with a pleasant vocal quality that is free of tension

Computer Training
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This involves training on certain software proficiency. Clerks will be trained on following lines: How to use the airline specific software which involves using SQL and oracle. Look up the requested information on our airlines online flight schedule system. How to easily find alternative flights and their prices. To use the software and net to easily look at and analyze various routings.

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Make reservations, book tickets and prepare itineraries.


Maintain computerized inventory of passenger space.

Simulation
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Some incident or behaviour of real life clerks will be videotaped and shown to trainees. The skills that are required to build up are defined. A brief overview of the theory is then provided by the trainers. Trainees are given instructions that what specific learning points or critical behavior they have to watch. These skills will then be practiced through Role Plays.

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Similar situations will be given to them as in the video and they will be enacting.
After this In Basket Technique will be implemented. Trainees will be given different sets of various information and requests which a customer might provide in real life. He will then be asked to process the given information and request.

RESULTS
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This will build the following skills:

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Decision making skills in problematic situation.


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Communication and interpersonal skills. Politeness and courtesy while dealing with customer. Procedural knowledge.

Evaluation
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Kirkpatricks four levels of Training Evaluations

Level 1: Reaction
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To find whether the trainees liked the program

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and found it useful, they would be asked to fill the given questionnaire.

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Questionnaire1

Level 2: Learning
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Computer Test:
Give practical questions and SQL queries to process. Eg- Ask to look up for alternative routes on the spot.

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Telephonic Skill Test:


Evaluator will converse on the phone as a customer to judge vocal skills acquired.

Graded Simulation:

Level 3: Behaviour
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Supervisors will closely monitor the work

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performed by trainees and at the end of one week grade their performance by filling the given questionnaire.

Questionnaire2

Level 4: Results
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In the long term cost, profit, turnover,

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productivity and morale will be observed to


see if the organization is benefitting due to the training.

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