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customer service jobs travel industry

Customer Service in the Travel Industry: How to Do More with Less

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Doing more with less is nothing new for the travel industry. It’s been tough out there for the last few years—and while the future is bright, travel and tourism businesses are still facing a labor shortage that’s causing customer satisfaction to plummet.

While HR leaders are facing the labor shortage head-on with recruiting tactics and budget increases, customer service teams need to search for ways to provide the service the industry is known for without the extra body count.

In other words… You need to do more with less.

The best way to do that is with a conversational AI platform. Whether a hotel, airline, car rental company or experience provider, you can provide superior service to your customers without overworking your support team.

Keep reading to take a look at the state of the travel industry’s labor shortage and how you can still provide exceptional customer service.

Table of Contents

Travel is back, but labor is not.

In 2019, the travel and tourism industry accounted for 1 in 10 jobs around the world. Then the pandemic happened, and the industry lost 62 million jobs overnight, according to the World Travel & Tourism Council (WTTC) .

Now that most travel restrictions, capacity limits, and safety restrictions are lifted, much of the world is ready to travel again. The pent-up demand has caused the tourism and travel industry to outpace overall economic growth. In 2021, the GDP grew by 21.7%, while the overall economy only grew by 5.8%, according to the WTTC .

In 2021, travel added 18.2 million jobs globally, making it difficult to keep up with labor demands. In the U.S., 1 in 9 jobs went unfilled in 2021.

What’s causing the shortage? A combination of factors:

  • Flexibility: Over the last few years, there has been a mindset shift when it comes to work-life balance. Many people aren’t willing to give up weekends and holidays with their families to work in hospitality.
  • Safety: Many jobs in hospitality work on the frontline, interacting with the public on a regular basis. Even though the pandemic has cooled in most parts of the world, some workers are still hesitant to work face-to-face. This goes double for older workers and those with health concerns, who may have either switched industries or dropped out of the workforce altogether.
  • Remote work: The pandemic made remote work more feasible for many industries, and travel requires a lot of in-person work and interactions.

How is the labor shortage impacting customer service?

As much as we try to separate those shortages from affecting service, customers feel it. According to the American Customer Satisfaction Index , hotel guests were 2.7% less satisfied overall between 2021 and 2022. Airlines and car rental companies also dropped 1.3% each.

While there are likely multiple reasons factoring into lower customer satisfaction rates, there’s no denying that the labor shortage has an impact.

As travel ramps back up, there’s an opportunity to reshape the industry at a fundamental level. The world is ready to travel again, but demand is outpacing your ability to grow. While HR is hard at work recruiting new team members, it’s time to look at your operations and see what you can do to deliver great customer service without adding to your staff.

What a conversational AI platform can do in the travel industry.

First, what is conversational AI? Conversational AI combines multiple technologies (like machine learning and natural language processing) to enable human-like interactions between people and computers. For your customer service team, this means there’s a coworker that never sleeps, never argues, and seems to have all the answers.

A conversational AI platform like Quiq can help support your travel business’s customer service team with tools designed to speed conversations and improve your brand experience.

In short, a conversational AI platform can help businesses in the travel industry provide excellent customer service despite the current labor shortage. Here’s how.

Resolve issues faster with conversational AI support.

When you’re short-staffed, you can’t afford inefficient customer conversations. Switching from voice-based customer service to messaging comes with its own set of benefits.

Using natural language processing (NLP), a conversational AI platform can identify customer intent based on their actions or conversational cues. For example, if a customer is stuck on the booking page, maybe they have a question about the cancellation policy. By starting with some basic customer knowledge, chatbots or human agents can go into the conversation with context and get to the root of the problem faster.

Conversational AI platforms can also route conversations to the right agent, so agents spend less time gathering information and more time solving the problem. Plus, messaging’s asynchronous nature means customer service representatives can handle 6–8 conversations at once instead of working one-on-one. But conversational AI for customer service provides even more opportunities for speed.

Anytime access to your customer service team.

Many times, workers leaving the travel industry cite a lack of schedule flexibility as one of their reasons for leaving. Customer service doesn’t stop at 5 o’clock, and support agents end up working odd hours like weekends and holidays. Plus, when you’re short-staffed, it’s harder to cover shifts outside of normal business hours.

Chatbots can help provide customer service 24/7. If you don’t already provide anytime customer service support, you can use chatbots to answer simple questions and route the more complex questions to a live agent to handle the next day. Or, if you already have staff working evening shifts, you can use chatbots to support them. You’ll require fewer human agents during off times while your chatbot can pick up the slack.

Connect with customers in any language.

Five-star experiences start with understanding. You’re in the travel business, so it’s not unlikely that you’ll encounter people who speak different languages. When you’re short-staffed, it’s hard to ensure you have enough multilingual support agents to accommodate your customers.

Conversational AI platforms like Quiq offer translation capabilities. Customers can get the help they need in their native language—even if you don’t have a translator on staff.

Work-from-anywhere capabilities.

One of the labor shortage’s root causes is the move to remote work. Many customer-facing jobs require working in person. That limits your labor pool to people within the immediate area. The high cost of living in cities with increased tourism can push locals out.

Moving to a remote-capable conversational tool will expand your applicant pool outside your immediate area. You can attract a wider range of talented customer service agents to help you fill open positions.

Build automation to anticipate customer needs.

A great way to reduce the strain on a short-staffed customer service team? Prevent problems before they happen.

A lot of customer service inquiries are simple, routine questions that agents have to answer every day. Questions about cancellation policies, cleaning and safety measures, or special requests happen often—and can all be handled using automation.

Use conversational AI to set up personalized messages based on behavioral or timed triggers. Here are a few examples:

  • When customers book a vacation: Automatically send a confirmation text message with their booking information, cancellation policy, and check-in procedures.
  • The day before check-in: Send a reminder with check-in procedures, along with an option for any special requests.
  • During their vacation: Offer up excursion ideas, local restaurant reservations, and more. You can even book the reservation or complete the transaction right within the messaging platform.
  • After an excursion : Send a survey to collect feedback and give customers an outlet for their positive or negative feedback.

By anticipating these customer needs, your agents won’t have to spend as much time fielding simple questions. And the easy ones that do come in can be handled by your chatbot, leaving only more complex issues for your smaller team.

Don’t let a short staff take away from your customer service.

There are few opportunities to make something both cheaper and better. Quiq is one of them. Quiq’s conversational AI Platform isn’t just a stop-gap solution while the labor market catches up with the travel industry’s needs. It will actually improve your customer service experience while helping you do more with less.

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A quiq look at the gartner magic quadrant for conversational ai platforms: what’s useful and what’s missing, want to deliver a five-star experience, related stories.

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Wander With Alex

Wander With Alex

Travel Jobs: Explore the World While Getting Paid

Posted: June 14, 2023 | Last updated: January 30, 2024

Travel jobs provide adventure, culture, and personal growth, making them an enticing choice for those seeking to expand their horizons and embrace the world.

Flight Attendant

Flight attendants travel extensively as part of their job, visiting various destinations around the world. Becoming a flight attendant requires a unique set of skills, qualities, and dedication. Apart from meeting the basic requirements such as age, education, and language proficiency, aspiring flight attendants must possess exceptional customer service skills and a genuine passion for helping others. Salary estimates for flight attendants range from $37,690 to $97,170.

<p><a href="https://wanderwithalex.com/best-travel-blogs/">Travel bloggers</a> and vloggers are content creators who document their travel experiences and share them with their audience through various online platforms such as blogs, YouTube, Instagram, and social media. Income is highly variable, typically generated through sponsorships, advertising, and collaborations. Income can range from part-time income to six figures or more.</p>

Travel Bloggers/Vloggers

Travel bloggers and vloggers are content creators who document their travel experiences and share them with their audience through various online platforms such as blogs, YouTube, Instagram, and social media. Income is highly variable, typically generated through sponsorships, advertising, and collaborations. Income can range from part-time income to six figures or more.

<p>Cruise ship workers typically live and work onboard the ship for extended periods, often in shared accommodations. One of the major perks of working on a <a href="https://wanderwithalex.com/planning-your-first-cruise/">cruise ship</a> is the opportunity to travel to various destinations around the world. Crew members can explore different ports of call during their time off and experience diverse cultures and sights. Salaries can vary greatly depending on the position, cruise line, and tips.</p>

Cruise Ship Staff

Cruise ship workers typically live and work onboard the ship for extended periods, often in shared accommodations. One of the major perks of working on a cruise ship is the opportunity to travel to various destinations around the world. Crew members can explore different ports of call during their time off and experience diverse cultures and sights. Salaries can vary greatly depending on the position, cruise line, and tips.

<p>Teaching English as a foreign language in different countries allows you to immerse yourself in new cultures while earning a living. One popular program is the Teach English as a Foreign Language (TEFL) certification, which equips individuals with the necessary skills and qualifications to teach English in various countries. You <a href="https://www.internationalteflacademy.com/blog/how-much-money-can-i-earn-teaching-english-abroad" rel="noreferrer noopener nofollow">can earn</a> $2,000 to $5,000 per month in top-paying countries. </p>

Teach English Abroad

Teaching English as a foreign language in different countries allows you to immerse yourself in new cultures while earning a living. One popular program is the Teach English as a Foreign Language (TEFL) certification, which equips individuals with the necessary skills and qualifications to teach English in various countries. You can earn $2,000 to $5,000 per month in top-paying countries. 

<p>Travel nurses have the opportunity to work in different healthcare facilities around the world, providing temporary nursing support. Salary varies based on location, experience, and demand. Travel nurses often receive higher pay rates due to their temporary assignments. According to ZipRecruiter, the current <a href="https://www.ziprecruiter.com/Salaries/Travel-Nurse-Salary" rel="noreferrer noopener nofollow">average salary</a> of a travel nurse is $105,021 or $50/hour. </p>

Travel Nurse

Travel nurses have the opportunity to work in different healthcare facilities around the world, providing temporary nursing support. Salary varies based on location, experience, and demand. Travel nurses often receive higher pay rates due to their temporary assignments. According to ZipRecruiter, the current average salary of a travel nurse is $105,021 or $50/hour. 

<p>From attending international conferences to working on exciting projects abroad, the experience of traveling as a translator allows you to explore new places, connect with people from various backgrounds, and contribute to global communication and understanding. According to the Bureau of Labor Statistics (BLS), interpreters and translators make an <a href="https://www.bls.gov/ooh/media-and-communication/interpreters-and-translators.htm" rel="noreferrer noopener nofollow">average salary</a> of $49,110. </p>

Interpreter or Translator

From attending international conferences to working on exciting projects abroad, the experience of traveling as a translator allows you to explore new places, connect with people from various backgrounds, and contribute to global communication and understanding. According to the Bureau of Labor Statistics (BLS), interpreters and translators make an average salary of $49,110. 

<p>Traveling as a volunteer provides an incredible opportunity to make a positive impact while exploring new destinations. Whether participating in community development projects, conservation efforts, or humanitarian work, volunteers engage directly with local communities, gaining a deeper understanding of their cultures and challenges. Paid volunteer salaries vary depending on the position, experience, and destination. Websites like <a href="https://goabroad.com" rel="noreferrer noopener nofollow">GoAbroad.com</a> can help you find opportunities that fit your skill set. </p>

Volunteering

Traveling as a volunteer provides an incredible opportunity to make a positive impact while exploring new destinations. Whether participating in community development projects, conservation efforts, or humanitarian work, volunteers engage directly with local communities, gaining a deeper understanding of their cultures and challenges. Paid volunteer salaries vary depending on the position, experience, and destination. Websites like GoAbroad.com can help you find opportunities that fit your skill set. 

<p>As a travel agent, you can visit destinations firsthand, gaining valuable insights to better assist your clients in planning their trips. From scouting out hidden gems to experiencing different travel options, traveling as a travel agent allows you to stay up-to-date with the latest trends and offerings in the industry, ensuring you can provide exceptional service and tailored recommendations to your clients. According to the BLS, the <a href="https://www.bls.gov/ooh/sales/travel-agents.htm" rel="noreferrer noopener">average salary</a> of a travel agent is $43,810.</p>

Travel Agent

As a travel agent, you can visit destinations firsthand, gaining valuable insights to better assist your clients in planning their trips. From scouting out hidden gems to experiencing different travel options, traveling as a travel agent allows you to stay up-to-date with the latest trends and offerings in the industry, ensuring you can provide exceptional service and tailored recommendations to your clients. According to the BLS, the average salary of a travel agent is $43,810.

<p>From scouting locations and understanding lighting techniques to mastering composition and post-processing, travel photographers must possess technical skills and a keen eye for storytelling. Additionally, building a strong online presence, marketing their work, and maintaining a professional network are essential aspects of establishing a successful career in travel photography. The <a href="https://www.bls.gov/ooh/media-and-communication/photographers.htm" rel="noreferrer noopener nofollow">average salary</a> for a photographer, according to BLS, is $38,950. </p>

Travel Photographer

From scouting locations and understanding lighting techniques to mastering composition and post-processing, travel photographers must possess technical skills and a keen eye for storytelling. Additionally, building a strong online presence, marketing their work, and maintaining a professional network are essential aspects of establishing a successful career in travel photography. The average salary for a photographer, according to BLS, is $38,950. 

<p>Being a web or graphic designer offers the flexibility to work remotely, enabling you to travel while pursuing your career. With a laptop and an internet connection, you can create and manage websites from anywhere in the world, whether in a bustling city or a serene beach. This freedom allows you to explore new destinations, experience different cultures, and find inspiration to enhance your design skills and perspectives. According to the BLS, the <a href="https://www.bls.gov/ooh/computer-and-information-technology/web-developers.htm" rel="noreferrer noopener nofollow">average web designer’s salary</a> is 79,890, while graphic designers make a <a href="https://www.bls.gov/ooh/arts-and-design/graphic-designers.htm" rel="noreferrer noopener nofollow">median income</a> of $50,710 a year. </p>

Web or Graphic Designer

Being a web or graphic designer offers the flexibility to work remotely, enabling you to travel while pursuing your career. With a laptop and an internet connection, you can create and manage websites from anywhere in the world, whether in a bustling city or a serene beach. This freedom allows you to explore new destinations, experience different cultures, and find inspiration to enhance your design skills and perspectives. According to the BLS, the average web designer’s salary is 79,890, while graphic designers make a median income of $50,710 a year. 

<p>A virtual assistant job provides the unique advantage of location independence, allowing you to work from anywhere with an internet connection. This flexibility enables you to travel and explore new destinations while still fulfilling your professional responsibilities. According to ZipRecruiter, the <a href="https://www.ziprecruiter.com/Salaries/Freelance-Virtual-Assistant-Salary" rel="noreferrer noopener nofollow">average salary</a> for a freelance virtual assistant is $51,531.</p>

Virtual Assistant

A virtual assistant job provides the unique advantage of location independence, allowing you to work from anywhere with an internet connection. This flexibility enables you to travel and explore new destinations while still fulfilling your professional responsibilities. According to ZipRecruiter, the average salary for a freelance virtual assistant is $51,531.

<p>Being a destination wedding planner allows you to combine your passion for weddings with the thrill of travel. As you assist couples in creating their dream wedding in picturesque locations around the world, you have the opportunity to experience breathtaking destinations firsthand. From scouting enchanting venues to coordinating logistics in exotic locations, being a destination wedding planner offers a fulfilling and exciting career that lets you explore the world while celebrating love. According to BLS, the <a href="https://www.bls.gov/ooh/business-and-financial/meeting-convention-and-event-planners.htm" rel="noreferrer noopener nofollow">average salary</a> for an event planner is $49,470. </p>

Destination Wedding Planner

Being a destination wedding planner allows you to combine your passion for weddings with the thrill of travel. As you assist couples in creating their dream wedding in picturesque locations around the world, you have the opportunity to experience breathtaking destinations firsthand. From scouting enchanting venues to coordinating logistics in exotic locations, being a destination wedding planner offers a fulfilling and exciting career that lets you explore the world while celebrating love. According to BLS, the average salary for an event planner is $49,470.

<p>Travel jobs offer a unique and exciting avenue for individuals to combine their passion for exploration with their professional pursuits. Whether working in the tourism industry, becoming a digital nomad, or embracing remote work opportunities, travel jobs provide the freedom to experience new cultures, broaden horizons, and create unforgettable memories. These careers enable individuals to break away from the conventional nine-to-five routine and embrace a lifestyle that fosters personal growth, cultural understanding, and a deep appreciation for our <a href="https://wanderwithalex.com/stunning-natural-wonders/">world’s wonders</a>.</p> <p><em>This article <a href="https://wanderwithalex.com/travel-jobs/">Travel Jobs: Explore the World while Getting Paid</a> originally appeared on <a href="https://wanderwithalex.com">Wander With Alex</a>. </em></p> <h2 class="simplefeed_msnslideshows_more_article">More Articles From Wander With Alex</h2> <ul>   <li><a href="https://wanderwithalex.com/summer-vacation-spots/">Best Summer Vacation Spots to Beat the Heat and Unwind</a></li>   <li><a href="https://wanderwithalex.com/us-coastal-road-trips/">8 U.S. Coastal Road Trips for Your Summer Adventures</a></li>   <li><a href="https://wanderwithalex.com/caribbean-islands/">Sun-Drenched Caribbean Islands for Your Beach Vacation</a></li>  </ul>

Travel Jobs to Fuel Your Wanderlust

Travel jobs offer a unique and exciting avenue for individuals to combine their passion for exploration with their professional pursuits. Whether working in the tourism industry, becoming a digital nomad, or embracing remote work opportunities, travel jobs provide the freedom to experience new cultures, broaden horizons, and create unforgettable memories. These careers enable individuals to break away from the conventional nine-to-five routine and embrace a lifestyle that fosters personal growth, cultural understanding, and a deep appreciation for our world’s wonders .

This article Travel Jobs: Explore the World while Getting Paid originally appeared on Wander With Alex .

More Articles From Wander With Alex

  • Best Summer Vacation Spots to Beat the Heat and Unwind
  • 8 U.S. Coastal Road Trips for Your Summer Adventures
  • Sun-Drenched Caribbean Islands for Your Beach Vacation

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