Tour and Travel Agency Operations

Study Notes

The primary purpose of a travel agency is to be attentive and responsive to customer needs.
Customers are the primary reason for the existence of a travel agency, and being polite and friendly is essential.
Assertiveness is crucial when dealing with angry, upset, or difficult customers, and empathy and patience are key.
The travel agent's role is defined by a combination of two behaviors: assertiveness and sensitivity to others.

Leisure Travelers: customers who travel for recreational purposes, with budget being a significant consideration.
Business Travelers: customers who travel for work-related purposes, with time being crucial and efficient and effective attention to their needs being essential.

Pay attention to tone of voice, volume of speech, speed of speech, and dress manner and bearing.
Listen and establish rapport by using active, selective, and responsive listening techniques, as well as questioning techniques (open and closed).
Personal presentation is important, as it can irritate upset persons.

The travel and tourism industry is composed of various sectors, including airlines, hotels, tour wholesalers, car rental companies, cruises, railways, and other means of transportation, as well as souvenir shops, restaurants, museums, art galleries, and other amenities and attractions.
MICE (Meeting, Incentives, Conventions, and Exhibitions) is an important aspect of the industry.

A successful travel agent should have a multi-cultural background, language skills, good organizational skills, professional integrity and ethics, and team spirit.
Developing expertise in specific travel segments is essential, as well as having a good knowledge of geography, finance, accounting, and managerial skills.
Creativity, a love for the job, communication and presentation skills, service-mindedness, resourcefulness, patience, and a cool head are also desirable characteristics.

Tours play a vital role in the global leisure travel market, and can be custom-designed to cater to the unique needs and preferences of individual clients.
Escorted tours are ideal for travelers seeking convenience and a hassle-free experience, while independent tours allow participants to travel without a group or guide.
Transport is a fundamental component of tour packages, encompassing various modes such as air, car, motor-coach, train, and ship.
Accommodations can vary from simple tents to luxurious hotels and resorts, and travel professionals must pay particular attention to accommodation when booking tours for clients.

The travel and tourism industry offers a wealth of opportunities, with diversification in employment opportunities, specialized skills, and professions.
Research and product development, back office operations, and multidisciplinary nature of the industry are all areas of importance.
Developing expertise and building relationships, seizing opportunities, and knowing one's customer, product, and the time and money factor are all essential for success in the industry.