Most companies are looking for a certain level of qualification when hiring travel agents. However, local industry players seem to agree that experience is more important than qualification. Travel agencies tend to provide their own training in-house, with previous qualifications considered advantageous.
Kim Botti, Director of supply chain, logistics, and travel recruitment agency Lee Botti & Associates, told Travel News that most travel agencies looked for some sort of travel qualification when recruiting but, more specifically, for experience, especially in working on GDS systems such as Amadeus, Galileo, or Sabre.
Flight Centre Travel Group offers an extensive three-week induction programme, where new employees learn about the company, its systems, and its sales. Then, a yearlong development path is offered with quarterly training sessions to improve skills and adaptability.
We provide comprehensive training in-house to ensure that new team members have the skills they need for success. This approach allows us to welcome individuals without prior qualifications, reflecting our commitment to developing talent and fostering a supportive workplace environment,” Samantha Davidson, Learning & Development Business Leader at Flight Centre Travel Group South Africa.
Flight Centre Independent on the other hand requires ITCs have a minimum experience of three years in booking leisure travel and/or corporate travel. Additionally, they must possess GDS certifications and have experience, proficiency, knowledge, and proficiency. Its requirements include a knowledge of fares and tickets.
Flight Centre Independent ITCs are highly experienced and qualified travel advisers who have an established client base. They could then choose to join our branded or non-branded (the complete suite, land-only, independent, or air-only) solutions, tailored to meet their business objectives,” said Chantal GOUWS, GM at Flight Centre Independent South Africa.
Personal Skills
Travel agencies hire aspiring travel agents based on their personal skills and qualifications, not their experience or qualification.
“Travel agents are generally ‘people’ people, with great interpersonal and excellent organisational skills. Nowadays, companies seeking to employ – and this is not just limited to the travel industry – look for accountability and individuals who take ownership of their roles to ensure excellent customer service delivery. Attention to detail is important, as mistakes can lead to unnecessary costs,” said Botti.
Davidson said that Flight Centre places a high value on a number of core attributes when it comes to its prospective travel agents. Key qualities include perseverance and patience, as well as an exceptional customer service philosophy. We are looking for individuals with a strong sales character and who are approachable. Above all else, a genuine love of travel is essential. Travel suppliers also value the practical time spent on hands-on training of their own consultants. Thaybz Khan, Head Product at Cruises International stated that while a Travel and Tourism Diploma and similar certifications would be beneficial, experience is what she values most.
A deep knowledge of the cruise business is essential. Cruises International’s motto is to hire on attitude, and train on product. Our brands offer their own training and webinar programs to ensure our agents are familiar with all aspects of selling a holiday.
Khan said that Cruises International was looking for consultants who had a high level of attention to detail and adaptability, and also had problem-solving abilities. They also wanted a customer-centric approach, a passion for traveling, and a technological proficiency.
Professional Training
Cheryll Watt, Director of Development & Training Strategies (DTS), said its scheduled courses, as well as in-house training, were offered to travel agencies, tour operators, and domestic and international airlines.
Travel agent training is important. DTS offers a training option that is tailored to the specific needs of the client. DTS’s training uses a GDS to make it relevant and as close as possible to the workplace. Classes are kept relatively small, to allow interaction/questions and practical exercises.
“Because these courses are practical and GDS based, the consultants feel confident that after completing the seminar they can use the knowledge gained in a practical manner, within the workplace. DTS has found that because our courses are very practical, in-person training is the preferred medium for both the client as well as for DTS,” said Watt.
DTS offers scheduled courses such as the Amadeus Novice 10-day course and the Travelport Galileo 10-day course for learners who have already attended a course in travel and tourism but need to take the GDS course in order to find employment.
