Travel Agency Appraisal Checklist

This guide is crafted to provide a structured approach for evaluating the performance and progress of our team members. Utilize this checklist to ensure thorough and consistent assessments that foster both personal and professional growth within [Your Company Name].

1. Customer Service Excellence

Customer service is the cornerstone of any successful travel agency. This section focuses on evaluating [Employee Name]'s interactions with clients to ensure they uphold the highest standards of responsiveness, courtesy, and problem-solving capabilities.

Review [Employee Name]'s ability to handle client inquiries promptly.
Evaluate the consistency of [Employee Name]'s follow-up on customer issues.
Assess how [Employee Name] manages difficult customer service situations.
Check the courtesy and politeness of [Employee Name] towards customers.
Examine feedback and ratings from clients for [Employee Name].

2. Sales Achievements

Sales performance is a direct indicator of [Employee Name]'s effectiveness and strategic approach to client management. This section gauges their success in meeting sales targets and their innovation in securing and expanding client relationships.

Analyze the total sales figures achieved by [Employee Name] against targets.
Review the number of new client accounts opened by [Employee Name].
Check for innovative selling strategies implemented by [Employee Name].
Assess upselling and cross-selling success rates of [Employee Name].
Document regular follow-ups on potential leads by [Employee Name].

3. Knowledge of Travel Products

In-depth product knowledge is essential for providing exceptional service and advice. This evaluation measures [Employee Name]'s expertise across our range of travel products and their ability to communicate effectively with clients and vendors.

Evaluate [Employee Name]'s familiarity with current travel package offerings.
Assess [Employee Name]'s understanding of travel insurance options.
Check [Employee Name]'s knowledge of vendor relations and management.
Review the efficacy of the travel advice provided by [Employee Name].
Examine [Employee Name]'s capacity to give accurate and timely travel recommendations.

4. Adherence to Agency Protocols

Adherence to agency protocols ensures operational integrity and compliance. This part of the checklist verifies [Employee Name]'s consistent application of agency standards, including data security, punctuality, and the accuracy of travel documentation.

Verify [Employee Name]'s compliance with company booking procedures.
Check for proper use of CRM and other software by [Employee Name].
Assess [Employee Name]'s adherence to data privacy and security protocols.
Monitor punctuality and attendance records of [Employee Name].
Review and validate travel documentation prepared by [Employee Name].

5. Professional Development and Training

Ongoing development is key to maintaining a knowledgeable and adaptable workforce. This section assesses [Employee Name]'s engagement with professional growth opportunities and their contribution to the team's continuous improvement.

Assess participation and uptake of ongoing training by [Employee Name].
Review any external courses or certifications completed by [Employee Name].
Check the implementation of learnt skills into daily workflows by [Employee Name].
Examine the sharing of new knowledge and practices with peers by [Employee Name].
Evaluate the proactive suggestions for workflow improvements made by [Employee Name].

Prepared By: [Your Name]