Travel Reservationist

University of California, Los Angeles
August 15, 2002                                                                  

Class Specifications – F.45
Travel Reservationist I – 7768
Travel Reservationist II - 7769
Travel Reservationist III – 7770
Travel Reservations Supervisor - 7771

Series Concept

This series consists of positions whose primary functions are to provide travel information and make travel reservations for the campus travel service. Travel Reservationists typically perform some or all of the following duties:

  • Communicate with clients to determine destination, mode of transportation, travel dates, financial considerations, and accommodation requirements
  • Provide clients with brochures and publications containing travel information
  • Plan itineraries
  • Arrange accommodations
  • Compute cost of travel and accommodations
  • Book domestic and international reservations for airline, hotel accommodations, trains and car rentals
  • Collect payments for transportation and accommodations
  • May specialize in domestic or international travel

Note: Duties described are indicators of typical work assignments; and are not descriptive of any one position. Individual positions may be assigned other and/or additional duties and responsibilities within the scope of the Travel Reservationist Series.

Positions are allocated to levels within the series based on the scope and complexity of travel activities; skill and knowledge necessary to perform the activities; nature of travel related interactions with clients; type of problem solving and decision making; training and experience needed to perform at the various levels; and the nature of supervision received and/or exercised.

Class Concepts 

Travel Reservationist I

The Travel Reservationist I position is the entry level in the Travel Reservationist series, requiring basic knowledge of domestic airline computer reservation systems (Sabre, Apollo/Galileo, or Worldspan), policies, and procedures. Under direct supervision of an experienced Travel Reservationist, work assignments typically include some or all of the following: make individual and/or group travel arrangements for domestic travel and travel to Canada, Mexico, and the Caribbean; interface with clients to determine destination, mode of transportation, travel dates, financial considerations, and accommodation requirements; create itineraries; issue and reissue tickets; explain UC policies governing travel; compute travel costs; collect payments; book reservations directly with airlines, hotels, auto rental agencies, domestic consolidators, or internet sites; obtain seat assignments; use computerized travel reservation software to perform research on fares, schedules, availability, obtain detailed information on car rentals and hotels, and book reservations; resolve routine customer service issues; update traveler profiles; provide reservations for VIP travelers; and communicate with travel suppliers to resolve service issues.

Distinguishing Characteristics: The Travel Reservationist I is distinguished from more senior levels in that work is under direct supervision on assignments that are primarily focused on domestic travel arrangements. The Travel Reservationist I works on assignments requiring prescribed solutions to travel problems that are routine in nature; has limited latitude committing fares and rates to clients; and interacts primarily with clients who make initial contact by telephone or via email. The position is further distinguished in that incumbents work under direct supervision of senior staff following established standards, practices and procedures for work solutions for which answers are readily identified or obtained. 

The Travel Reservationist I is distinguished from clerical and/or administrative support work in that the primary focus of this position is on providing travel information and making travel reservations for the campus travel service using specialized software.

Minimum Qualifications: Basic knowledge of generally accepted travel industry principles and practices as defined by industry guidelines for domestic travel and one to three years experience in the corporate travel industry or closely related field.

Travel Reservationist II

The Travel Reservationist II position, under general supervision, performs a wide range of detailed, moderately complex activities for the campus travel service requiring thorough knowledge of domestic and basic knowledge of international travel, and detailed knowledge of airline computer reservation systems (Sabre, Apollo/Galileo, or Worldspan) policies, and procedures. Work assignments typically include some or all of the following: make individual and/or group travel arrangements for domestic travel and for routine international travel; interface with clients to determine destination, mode of transportation, travel dates, financial considerations, and accommodation requirements; create complex domestic itineraries and routine and standard international itineraries; issue and reissue complex tickets and exchanges; explain UC policies and relevant regulations governing domestic and international travel; compute travel costs; collect payments; counsel travelers on local customs, protocol issues, currency, and local time; book reservations directly with airlines, hotels, auto rental agencies, domestic and international consolidators, or internet sites; obtain seat assignments; use computerized travel reservation software to perform research on fares, schedules, availability, obtain detailed information on car rentals and hotels, and book reservations; conduct research on common domestic and international destinations; advise incoming international travelers of federal documentation and visa requirements; update traveler profiles; provide reservations for VIP travelers; and communicate with travel suppliers to resolve service issues.

Distinguishing Characteristics: The Travel Reservationist II is distinguished from the Travel Reservationist I in that work is focused both on a wide range of domestic travel arrangements with some less complex foreign travel arrangements. The Travel Reservationist II works on assignments requiring solutions to travel problems that are moderately complex in nature; has greater latitude committing fares and rates to clients; frequent use and general knowledge of industry practices, techniques and standards; and interaction with clients and industry contacts on a wide range of issues. The incumbents work under general supervision of senior staff or management interpreting established standards, practices and procedures for work solutions for which answers are not readily identified or obtained; they may be assigned some leadership responsibility for lower level employees. Incumbents are further distinguished from the Travel Reservationists III in the series by their more limited travel industry knowledge base and need for complex problem solving.
 
Minimum Qualifications: Thorough knowledge of generally accepted travel industry principles and practices as defined by industry guidelines for domestic travel, basic knowledge for international travel, detailed knowledge of one or more airline computer reservation systems, and three to five years experience in the corporate travel industry or closely related field.

Travel Reservationist III

The Travel Reservationist III position, working independently or under broad direction, performs complex and specialized responsibilities for the campus travel service, requiring comprehensive knowledge of domestic and international airline computer reservation policies, procedures, and systems. Work assignments typically include some or all of the following: make individual and/or group travel arrangements for domestic and international travel; interface with clients to determine destination, mode of transportation, travel dates, financial considerations, and accommodation requirements; create complex domestic and/or international itineraries; issue and reissue complex tickets and exchanges; explain UC policies and relevant regulations governing domestic and international travel; compute travel costs; collect payments; counsel travelers on local customs, protocol issues, currency, and local time; book reservations directly with airlines, hotels, auto rental agencies, domestic and international consolidators, or internet sites; obtain seat assignments; use computerized travel reservation software to perform research on fares, schedules, availability, obtain detailed information on car rentals and hotels, and complete reservations; conduct research on common domestic and international destinations; advise incoming international travelers of federal documentation and visa requirements; update traveler profiles; and provide reservations for VIP travelers. The Travel Reservationist III may serve as the lead corporate travel agent for domestic and international travel and may be assigned team leader or supervisory responsibilities in the absence of the Travel Reservations Supervisor.

Distinguishing Characteristics: The Travel Reservationist III is distinguished from lower Travel Reservationist levels by handling work assignments of a broader scope requiring creative solutions to complex travel problems; a high degree of latitude in committing fares and rates to clients; interactions with clients and industry contacts on a wide range of issues; and by work that requires comprehensive travel industry knowledge and extensive domestic and international experience. The Travel Reservationist III is distinguished from the Travel Reservations Supervisor by the leadership and supervisory responsibilities found at the Travel Reservations Supervisor level and by supervisory experience requirements.

Minimum Qualifications: Comprehensive knowledge of generally accepted travel industry principles and practices for both domestic and international travel, thorough knowledge of one or more airline reservation systems, and five to seven years experience in the corporate travel industry or closely related field.

Travel Reservationist Supervisor

The Travel Reservationist Supervisor position, working independently or under broad direction, performs complex, specialized, and team leader/supervisory responsibilities for the campus travel service, requiring extensive and specialized knowledge of domestic and international airline computer reservation policies, procedures, and systems.  Work assignments typically include some or all of the following: plan and direct operational procedures; establish and implement guidelines and standards; make recommendations regarding staffing plans and employee schedules; review completed work for quality and efficiency standards and compliance; streamline processes and procedures; oversee preferred supplier usage to maintain and enhance agreements with preferred vendors; track and report airline, hotel, rail, and auto rental reservations and monitor to ensure that lowest applicable fare is offered within policy and traveler guidelines; tracks unused ticket and secure refunds from carriers; audit transactions and resolve billing statement problems; develop and manage process for ensuring that traveler profiles are update regularly; revise policy and procedure manuals; delegate work assignments; coach staff regarding performance, identify training needs, create development plans, and provide performance feedback. The Travel Reservations Supervisor also serves as the lead corporate travel agent for domestic and international travel.
 
Distinguishing Characteristics: The Travel Reservations Supervisor is distinguished from the Travel Reservationist  levels in the series by work that is focused on leadership and supervisory responsibilities. The Travel Reservations Supervisor evaluates and assigns work; actively participates in the recruitment and selection process; recommends merit increases, promotions and reclassifications; handles employee discipline and discharge processes; and resolves complaints and grievances lodged by subordinates. In addition, the Travel Reservations Supervisor is distinguished from the lower level Travel Reservationists in the series by extensive and specialized travel industry knowledge of domestic and international travel.

Minimum Qualifications: Extensive knowledge of generally accepted travel industry principles and practices for both domestic and international travel; thorough knowledge of one or more airline computer reservation systems; five to seven years experience in the corporate travel industry or closely related field; and two years of team leader or supervisory experience.

Campus Human Resources, Compensation Services
Phone: (310) 794-0880 | Fax: (310) 794-0875