JOB DESCRIPTION AND 3

DAY TRAINING PROGRAM

FOR NEWLY HIRED AIRLINE
RESERVATION CLERKS
 JOB DESCRIPTION AND 3 DAY TRAINING
PROGRAM FOR NEWLY HIRED AIRLINE
RESERVATION CLERKS

MANAGING HUMAN CAPITAL

COURSE CODE (HRM 410)

MBA LOGISTICS & SUPPLY CHAIN

MANAGEMNET

DATED: MARCH 4th, 2017

SUBMITTED TO: Mr. ABDUL HAMEED KHAN

 SUBMITTED BY: MUHAMMAD JUNAID (21447)

JET BLUE AIRLINE RESERVATION CLERKS

JOB DESCRIPTION
MAJOR DUTIES AND RESPONSIBILITIES

Answer inquiries regarding information such as schedules, accommodations, procedures,

and policies.

Confer with customers to determine their service requirements and travel preferences.

Determine whether space is available on travel dates requested by customers, assigning

requested spaces when available.

Announce arrival and departure information, using public address systems.

Provide boarding or disembarking assistance to passengers needing special assistance.

Examine passenger documentation to determine destinations and to assign boarding

passes.

Assemble and issue required documentation, such as tickets, travel insurance policies,
and itineraries.

Check baggage and cargo and direct passengers to designated locations for loading.

Maintain computerized inventories of available passenger space and provide information

on space reserved or available.

Trace lost, delayed, or misdirected baggage for customers.

Inform clients of essential travel information, such as travel times, transportation

connections, and medical and visa requirements.
 Keep information facilities clean during operation.

Make and confirm reservations for transportation and accommodations, using telephones,
faxes, mail, and computers.

Plan routes, itineraries, and accommodation details, and compute fares and fees, using
schedules, rate books, and computers.

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.

Prepare customer invoices and accept payment.

Provide clients with assistance in preparing required travel documents and forms.

Open or close information facilities.

Promote particular destinations, tour packages, and other travel services.

Contact motel, hotel, resort, and travel operators to obtain current advertising literature.

WORK ACTIVITIES

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.
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.
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.
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.
Controlling Machines and Processes - Using either control mechanisms or
direct physical activity to operate machines or processes (not including
computers or vehicles).
Provide Consultation and Advice to Others - Providing guidance and expert
advice to management or other groups on technical, systems-, or process-
related topics.
Judging the Qualities of Things, Services, or People - Assessing the value,
importance, or quality of things or people.
Coordinating the Work and Activities of Others - Getting members of a group
to work together to accomplish tasks.
Guiding, Directing, and Motivating Subordinates - Providing guidance and
direction to subordinates, including setting performance standards and
monitoring performance.
Selling or Influencing Others - Convincing others to buy merchandise/goods
or to otherwise change their minds or actions.
Developing and Building Teams - Encouraging and building mutual trust,
respect, and cooperation among team members.
Thinking Creatively - Developing, designing, or creating new applications,
ideas, relationships, systems, or products, including artistic contributions.
Coaching and Developing Others - Identifying the developmental needs of
others and coaching, mentoring, or otherwise helping others to improve their
knowledge or skills.

WORKING CONDITIONS

Most airline reservation agents work in major metropolitan areas where large airports are
located.
The environment is generally pleasant. However, working at computer terminals for long
periods of time may cause cumulative trauma disorders (CTD) from repetitive motion
activities. During holidays and other busy periods the work may be hectic.
Agents serve as buffers between the airlines and their customers when flights are delayed
or re-routed, which may be stressful.
Some Agents are represented by the International Association of Machinists and
Aerospace workers or the International Brotherhood of Teamsters.

TECHNOLOGY SKILLS
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!
Electronic mail software Email software; Microsoft Outlook
Internet browser software Web browser software
Office suite software Corel WordPerfect; Microsoft Office
Point of sale POS software MICROS Systems MICROS 9700 HMS
Spreadsheet software Microsoft Excel

Word processing software Microsoft Word

ABILITIES

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.

REQUIRED SKILLS
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.
Speaking - Talking to others to convey information effectively.
Service Orientation - Actively looking for ways to help people.
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.
Writing - Communicating effectively in writing as appropriate for the needs of
the audience.
Time Management - Managing one's own time and the time of others.
Active Learning - Understanding the implications of new information for both
current and future problem-solving and decision-making.
Monitoring - Monitoring/Assessing performance of yourself, other individuals,
or organizations to make improvements or take corrective action.
Complex Problem Solving - Identifying complex problems and reviewing
related information to develop and evaluate options and implement
solutions.
Negotiation - Bringing others together and trying to reconcile differences.
Instructing - Teaching others how to do something.
Systems Analysis - Determining how a system should work and how changes
in conditions, operations, and the environment will affect outcomes.
Learning Strategies - Selecting and using training/instructional methods and
procedures appropriate for the situation when learning or teaching new
things.
Mathematics - Using mathematics to solve problems.

REQUIRED KNOWLEDGE
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 & Local Language - Knowledge of the structure and content of the
English & local 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.
Foreign Language - Knowledge of the structure and content of a foreign (non-
English) language including the meaning and spelling of words, rules of
composition and grammar, and pronunciation.
Mathematics - Knowledge of arithmetic, algebra, geometry, calculus,
statistics, and their applications.
Communications and Media - Knowledge of media production,
communication, and dissemination techniques and methods. This includes
alternative ways to inform and entertain via written, oral, and visual media.
Sales and Marketing - Knowledge of principles and methods for showing,
promoting, and selling products or services. This includes marketing strategy
and tactics, product demonstration, sales techniques, and sales control
systems.
Clerical - Knowledge of administrative and clerical procedures and systems
such as word processing, managing files and records, stenography and
transcription, designing forms, and other office procedures and terminology.
Education and Training - Knowledge of principles and methods for curriculum
and training design, teaching and instruction for individuals and groups, and
the measurement of training effects.
Law and Government - Knowledge of laws, legal codes, court procedures,
precedents, government regulations, executive orders, agency rules, and the
democratic political process.

WORK STYLES
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.
Leadership - Job requires a willingness to lead, take charge, and offer
opinions and direction.
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.
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.

WORK CONTEXT

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.

REFERENCES
https://www.onetonline.org/link/summary/43-4181.00#ToolsUsed
https://www.mymajors.com/career/airline-reservation-agent/

3 DAY TRAINING PROGRAM FOR JETBLUE AIRLINE

RESERVATION CLERKS
Webster University

George Herbert Walker School of Business and Technology

Flying the Friendlier Skies JetBlue

By: Tammy Basson

Instructor: Jeffrey Atwood, Ed.D.

HRDV-5000Introduction to HRD

22 January, 2016

Running Head: DEVELOPING A DETAILED LESSON PLAN 1

ADDIE Training Development Process

Analyze the Training Need

Design the overall Training Program

 Develop the Course

Implement the Training Program

Evaluate the effectiveness of the course

A lesson plan is a trainers detailed guide to convey the training content from step one to the final
task. Creating a lesson plan will assist a trainer in presenting the content in an organized and
timely manner. Lesson plans have details that specify exactly what topics will be covered, the
sequence of events/activities, selection of training media, time hacks and planning of individual
activities and methods of instruction.

This task is for developing a lesson plan for JetBlue Airlines for 30 newly hired airline
reservation agents. Training will be conducted and held over a 3-day period. The program
objective is to provide the new agents with the appropriate customer service skills, reservation
agent computer program skills, and JetBlue organizational knowledge to complete their jobs in a
timely fashion.

Detailed Lesson Plan

Program Title: JetBlue Airline Reservation Agents Training Seminar

Objectives of this lesson: At the end of the 3-day seminar trainees should be able to obtain flight
schedules, prices, itineraries, be able to complete, update, modify or cancel reservations. Handle
all situations with proper customer service and care and be familiar with Corporate
Responsibility and JetBlue Bill of Rights. JetBlue Airways is dedicated to bringing humanity
back to air travel. We strive to make every part of your experience as simple and as pleasant as
possible.

Preparation Required:

Physical environment: The JetBlue lodge, Orlando Support Center and Training Facility.
Reservation Agent training room 101

Equipment and materials: 31 computers loaded with the JetBlue reservation agent program, with
trainee projection capability. 31 headphones, JetBlue training manual, pens, paper.

Instructor: Ms J. Blu

Trainees: 30 newly hired reservation agents

Running Head: DEVELOPING A DETAILED LESSON PLAN 2

Time _ Activity ________________ ________Instructor/Trainer Activity__

MONDAY Meet and Greet with continental breakfast

0730-0800_____________________________________________________________________

0800-0815 Introduction of trainer, Mrs J. Blu. Classroom policies,

emergency exits, Bathrooms, contact information

and class schedule

______________________________________________________________________________

0815 0900 Icebreaker questions. What makes JetBlue special? Class discussion

______________________________________________________________________________

0900-1030 Introductions to JetBlue Airways, About us, PowerPoint

Organizational Profile summary

______________________________________________________________________________

1030-1045 BREAK

______________________________________________________________________________

1045 1200 Where we Jet, upcoming new routes, getaways, PowerPoint

flight services & perks, deals & True Blue

______________________________________________________________________________

1200-1300 BREAK/CATERED LUNCH Social/Break

______________________________________________________________________________

1300 1400 Intro to Reservation Agent computer program Computer/projection/notes

intro knowledge, logging in, where to start, Participation/questions

routes

______________________________________________________________________________
1400 1530 Reservation process Part I. 1-way, Round-trip, Computer/projection/notes and
multi-stop flights Participation/questions

______________________________________________________________________________

1530 1545 BREAK

______________________________________________________________________________

1545 1630 Making reservation Exercise Schedule all 4 flights Handout

using shortest flight time and price Participation/questions

______________________________________________________________________________

1630 1700 Room/terminals open for practice/questions Practice time

Participation/questions

---------------------------------------------------------------------------------------

TUESDAY

0730 0800 Bagels and coffee

______________________________________________________________________________

0800-1000 Customer Service skills, patience, understanding, clear PowerPoint /notes

communication, knowledge and empathy, telephone etiquette. Video

Running Head: DEVELOPING A DETAILED LESSON PLAN 3

1500-1730 Summative Assessment Exchange/Team Grading Participants eval.

End of Course Formative Summative Evaluations via Surveymokey

Students will be requested to complete a brief end of course survey via

https://www.surveymonkey.com/s/2D72M59 that address the following questions:

Q: How effectively did your facilitator lead discussions of course material?

Q: How well did your instructor relate course topics to each other?

Q: Did the presenter allow too much time for discussion, too little time, or about the right amount of
time?

Q: The following course activities added value to the CORE Training Videos, Group Discussion,
Role Play/Case Studies, Team Activities, and Quiz.

Q: Overall, how would you rate the event?

Q: Please feel free to share any additional feedback regarding your experience in CORE Training
and what you would do to enhance the course.

FUTURE IMPLICATIONS

Upon receipt of participant feedback, the facilitator and curriculum designer will collaborate
to review the results. Given the outcome, proposed enhancements can be made to items such
as course material and duration.

Feedback, results, and suggested course improvements would also be shared with Alaska
Airlines executive leadership. Based on their response, additional changes would be
implemented for future training courses.

REFERENCES

https://www.otherpapers.com/Business/Jetblue-Reservation-Attendants-Training-
Plan/56016.html