Travel consultants provide information and organise travel bookings (generally long distance or interstate) to customers. They do this in person, at a rail travel centre, or over the phone and internet. Whilst some aspects of their role resemble the customer attendants at stations, there is more focus on achieving sales targets and they may provide a complete reservation, ticketing and information service to customers and travel agents. This may include information on hotel accommodation, coach transport, car hire, air travel and tourism attractions, as well as related insurance products.
Knowledge, skills and attributes
Travel consultants must have excellent verbal communication skills, customer service and telephone techniques. They also need a good understanding of local geography, fares structures and booking procedures. They must have a positive customer focus and a strong regard for safety.
Travel consultants generally work normal work hours in fast-paced, open plan offices or call centres.
Entrance requirements and ongoing training and development
There are no formal qualifications for this role and much of what you need to know will be learnt on the job and through in-house training courses such as: communication skills, telephone techniques, sales, and booking procedures. However, employers usually require completion of relevant secondary school qualifications. Coming from a sales or customer service background would be useful in this career. Having a positive customer service attitude would be well regarded.
The websites below will provide you with more information.
The value of a career in the rail industry
For even more details on what you might earn, the diversity of companies you could work for and the career opportunities available, visit the following careers and training websites. Careers in Rail by the Australasian Railway Association, About the Rail Industry by Rail Skills Australasia and Rail Training by the Transport and Logistics Industry Skills Council (TLISC).
For more information
Your career will take different turns depending on your stage in life and personal circumstances. Typically, you will progress from an entry level role through to more senior or supervisory roles depending on the size of the organisation. You may become a supervisor, or with experience and further training, a call centre manager or customer service manager. A move into sales or training would also be possible. In Australia, there are related vocational qualifications in customer service, sales and business administration that may help you in your career.
This information is generic. Job titles and the experience and qualifications needed to move into other jobs may vary depending on the structure and needs of your organisation and government rules and regulations.
The jobs below may require additional qualifications as well as experience.