My desk was situated in the Ticketing side of the office, and I rarely ever get to venture beyond the copiers/fax machines to the other side (the Reservations Department). While Ticketing makes sure your tours gets booked with the suppliers, Reservation agents chat with customers to find the perfect tour and book it! While phones stopped ringing for a brief second, I got a chance to chat with the Julia – the Lead Reservations Agent.
K – What do you do?
J – Along with being a Reservation Agent, I’m the lead agent which means that when Kim (the manager) is not around, I’m in charge of reservations. What I do is mostly customer service. Customers call in to book a tour or a change a date – things of like that. Anything we sell online, I’m qualified to give customers information in anything and everything.
K – Does that mean you know all of the tours?
J – It’s my job.
K – At the start of your job, did you have to take quiz to learn it all or is it something you learn by practice?
J – Yeah, it’s by practice. When you start, you get the basics and we sometimes we also use the website as a reference too.
K- How long have you been working at Reserve 123?
J – 5 years
K – What’s your favorite part about your job?
J – I like helping people. I’ve been doing customer service for about, gosh, ten years now? You gotta like people to do that, and I like people. I like helping people make up their minds about tour and just about travel. I pretty much get to be their travel agent.
K – What are 3 things at your desk that you need?
J – Well, let’s see, I definitely need my coffee! I have to be up and awake when new customers call, my extensions sheet, and I also need my headset.
K – What is your ideal vacation?
J – I like vacations where I can relax and not have to worry about a thing… like cruises. I love cruises. I like simple and low key.
K – If you can travel anywhere in the world right now, where?
J – This minute? Gosh, I would love to go to Hawaii. It’s my dream.
K – You never been?
J – Not yet, but I’m working on it. I like islands. I’m from Jamaica, I go there every year, practically, but I want to go to Puerto Rico. Aruba. St. Thomas too…
K – Do you remember your first phone call as a Reservations Agent? Were you nervous?
J – We trained for two days and you have to jump right it. You could always ask questions if you needed help, it was just getting a feel of what kind of questions customers ask and being comfortable with customers.
K – What’s changed since then?
J – Hmm we offer a lot more suppliers now, so a lot more tours.
K – Would you rather have a company bowling league or a company baseball team?
J – Bowling. I love bowling.
K – Me too! I can’t be outside for too long!
J – Me neither. haha Especially in Atlanta. It definitely has to be bowling.
K – What would be our name?
J – ….hmm
K – We could be like the Tour Guides
J – Psshh *whispers* that’s kind of corny. haha I have no idea. The Terminators, I don’t know!
K – What’s the first thing you do when you enter the office and the last thing you do before you leave the office.
J – I have to have a cup of coffee. Just have to. It’s a requirement. The last thing – clock out.
K – What makes the Reservations Department different from the Ticketing Department?
J – We’re the forefront of everything. We get all the customer action, so we get to talk to the people who are taking the tours.
K – What’s your favorite memory wokrking in the office?
J – The Christmas parties are always nice.
K – If heaven exists, what would you like God to say to you at the Pearly Gates?
J – Come on in, Jules! Take a seat. Relax. You’ve done wonderful work!”