Tou 050 Tour and Travel Management - Prelim Exam PDF

TOU 050 Tour and Travel Management Lesson Title: Customer Service Lesson Objectives: At the end of this module, I should be able to: 1. Identify key elements of the role of a “positive-impact” travel agent. 2. Explain the interface between the customer and the travel agent....

TOU 050 Tour and Travel Management Lesson Title: Customer Service Lesson Objectives: At the end of this module, I should be able to: 1. Identify key elements of the role of a “positive-impact” travel agent. 2. Explain the interface between the customer and the travel agent. MODULE 2 What Does a Travel Agent Do? Travel agents provide exceptional customer service by being polite, friendly, and knowledgeable. Their goal is to ensure customers "feel served" rather than just "being served," creating a positive experience and encouraging customer retention and word-of-mouth recommendations. Types of Customers 1. Leisure Travelers May choose travel over other purchases. Budget plays a significant role in their decisions. Travel agents must convert prospective leisure travelers into clients by aligning services with their preferences. 2. Business Travelers Travel out of necessity. Require efficient, time-sensitive service. Purpose of a Travel Agency The primary purpose is to meet customer needs through attentive and professional service. Satisfied customers ensure business sustainability and growth. The travel agent’s success depends on selling intangible services while ensuring customers feel valued and supported. Importance of Customer Service ✔ Customers are the lifeblood of a business. ✔ They deserve courteous, attentive treatment to encourage loyalty and recommendations. ✔ Exceptional service differentiates travel agents in a competitive industry. Techniques for Enhancing Customer Service 1. Active Listening 1. Non-verbal: Smile, maintain eye contact, nod, and take notes. 2. Verbal: Use phrases like "I see," "Uh-huh," or "Please go on." 2. Questioning 1. Gather facts, preferences, and specific needs to tailor solutions. 3. VIP Service 1. Offer step-by-step solutions, confirm customer understanding, and demonstrate product knowledge. By mastering these techniques, travel agents enhance customer satisfaction, ensuring repeat business and positive referrals. Lesson Title: Business Activities that Generate Income Lesson Objectives: At the end of this module, I should be able to: 1. State the five-essential requirements of a successful destination. 2. Explain how to become a successful travel agent. MODULE 3 The 5 A’s Essential to a Successful Destination ❑ Accommodation Includes diverse lodging options like hotels, cruise ship cabins, hostels, and more. Recent trends favor lifestyle-brand hotels catering to varied client preferences. ❑ Accessibility Infrastructure is key for tourism development. Improved transport systems like airlines, railways, and ports ensure destinations are reachable and attractive to tourists. The 5 A’s Essential to a Successful Destination ❑ Activities Offering engaging activities (e.g., golf, scuba diving, treks) encourages longer stays and higher spending, enhancing a destination's appeal. ❑ Amenities Attractions such as local cuisine, nightlife, shopping, and cultural hubs add value to destinations. Staying updated on these is crucial for travel agents. ❑ Attractions Include museums, amusement parks, or event facilities. These cater to varied tourist interests and drive visitation for specific demographics. Business Requirements and Skills for Travel Agents Successful travel agents must combine traditional business fundamentals (e.g., financial competence, well-trained staff) with modern skills like creativity, negotiation, and market intelligence. Essential characteristics include resourcefulness, patience, and effective communication. Key Learning Travel agents must deliver professional, personalized service to ensure customer satisfaction. Knowing the customer and product, balancing markets, and offering tailored advice are pivotal for success in the competitive travel industry. Lesson Title: Types of Tours and Tour Components Lesson Objectives: At the end of this module, I should be able to: 1. Identify the five different types of tours. 2. Describe the major components of a pre-packaged tour. MODULE 4 What is a tour? A tour refers to any form of travel from place to place, packaged and sold as a single unit, catering to the evolving needs and preferences of travelers. History of Tours The concept of modern tours began in the 1840s with Thomas Cook, who organized the first group rail package in England. This laid the foundation for group travel, now commonly referred to as "Cook’s Tours." Types of Tours 1. Custom-Designed Tours (FIT): Tailor-made for individual travelers, these tours are flexible but more expensive to organize. Types of Tours 2. Pre-Packaged Tours: Independent Tours: Flexible schedules without a guide; may include components like flights, car rentals, and accommodations. Hosted Tours: Independent travel with on-site assistance from a host who provides guidance and arrangements. Escorted Tours: Includes a guide or local expert (e.g., step-on guides) providing in-depth information and organized group activities. Variation in Tour Packages 1. Duration: Number of days and nights included. 2. Destination(s): Single or multiple locations. 3. Accommodation Category: From budget to deluxe hotels. 4. Meal Plan: Ranges from no meals (European Plan) to all-inclusive (American Plan). 5. Transportation: Mode and class of travel (air, sea, or land). Tour Components 1. Transport 2. Accommodation 3. Itineraries: Skeletal, descriptive, or detailed (technical). 4. Sightseeing: Options include half-day, full-day, or evening tours. 5. Meals: Varying plans like Continental or Bermuda Plan. 6. Additional Components: Gratuities, baggage handling, taxes, and service charges. Key Learning Tours offer flexibility and variety, addressing diverse traveler needs and preferences, while the organization and details ensure a seamless experience for clients. Lesson Title: Tour Operators, Advantages and Benefits of Selling Tours Lesson Objectives: At the end of this module, I should be able to: 1. State Tour Operators Main Functions. 2. Describe the advantages of selling tours. MODULE 5 Definition and Functions of Tour Operators Tour operators plan, arrange, sell, advertise, and operate tours by handling details such as lodging, meals, and transportation. Their main functions are: 1. Planning and Development: Creating tour packages tailored to market needs. 2. Assembly: Integrating travel components into a single package. 3. Delivery: Operating cost-effective, secure, and worry-free programs or itineraries. Advantages of Selling Tours 1. Time Efficiency: Tours maximize sightseeing within a set timeframe. 2. Comfort and Protection: Escorts provide safety and guidance in unfamiliar destinations. 3. Ease and Convenience: Prepaid and packaged components simplify arrangements. 4. Cost Savings: Wholesale access to tour components reduces expenses for participants. 5. Niche Travel Safety: Specialized tours (e.g., safaris) offer greater security. 6. Social Opportunities: Tours create social interactions among like-minded travelers. Benefits of Marketing and Selling Tours 1. Profit Potential: Tours include multiple components with commission opportunities. 2. Customer Relationships: Selling and accompanying tours build trust and loyalty. 3. Repeat Business: Satisfied clients are more likely to return. 4. Real Client Value: Offering value and choice fosters lasting confidence and trust. Tour operators play a critical role in making travel seamless, enjoyable, and accessible for clients while enhancing their own profitability and customer relationships. Lesson Title: Hotels Lesson Objectives: At the end of this module, I should be able to: 1. List several types of hotel products and be able to describe each; 2. Follow the four steps to completing a hotel reservation. MODULE 6 What is a Hotel? A hotel is an establishment providing accommodations, meals, and other services for travelers and tourists. Its primary mission is to offer comfort and additional amenities such as meals or recreation to guests. Types of Hotel Products 1. Airport Properties Located near airports; cater to travelers with layovers or corporate events. 2. All-Suites Hotels Offer apartment-style accommodations with kitchen facilities, ideal for long-term corporate stays. 3. Boutique Hotels Smaller, independent hotels with upscale facilities and unique settings. Types of Hotel Products 4. Conference Centers Designed for corporate meetings, typically offering inclusive pricing for food and conference services. 5. Extended Stay Hotels Cater to long-term travelers, offering home-like accommodations, suitable for families and corporate stays. 6. Limited-Service Hotels Provide basic accommodations with minimal amenities like breakfast buffets. Types of Hotel Products 7. Motels Small establishments for road travelers, often located in rural or suburban areas. 8. Resorts All-inclusive facilities for vacationers, offering recreational and business services. 9. Spas Focused on health, fitness, and relaxation, offering amenities like hiking trails, swimming pools, and specialty meals. Rate Classifications 1. Corporate Rate: Discounted rates for business travelers. 2. Consortium Rate: Negotiated rates for groups or agencies. 3. Government Rate: Discounts for government employees. 4. Industry Rate: For travel industry employees. 5. Resort Rate: Rates fluctuate based on seasons and advance payments. 6. Military Rate: Discounts for military personnel. 7. Package Rate: Bundled deals for large-volume bookings. 8. Promotional Rate: Discounted rates during low-occupancy periods. Key Hotel Amenities ❑ Room Amenities: Air conditioning, cable TV, minibars, and premium bedding. ❑ Hotel Facilities: Pools, health clubs, meeting rooms, and complimentary Wi-Fi. Room Types 1. Standard: Basic accommodations. 2. Superior: Better views or locations. 3. Deluxe: Premium furnishings and amenities. 4. Suites: Separate living and sleeping areas. 5. Minimum: Small or less desirable rooms for emergencies. Reservation Steps 1. Determine client preferences (destination, dates, room type). 2. Match room type with category. 3. Check availability via Central Reservation System (CRS) or direct calls. 4. Confirm booking with a credit card or deposit. Terms to Note Cancellations: Keep records to avoid no-show charges. Currency Fluctuations: Inform clients about potential rate changes. Commission Policies: Vary by property; clarify terms before booking. Hotels cater to a wide range of traveler needs, from basic accommodations to luxurious experiences, providing a foundation for the travel and tourism industry. Lesson Title: Tour Booking Conditions and Limitations of Liability Lesson Objectives: At the end of this module, I should be able to: 1. Discuss tour booking conditions and associated liability; and 2. Analyze limitations of liability associated with tour bookings. MODULE 7 Tour Booking Conditions When booking tours, clients must understand both the features and terms associated with the package. Key considerations include: 1. Included and Excluded Features: ✔ Features such as meals, sightseeing, taxes, and gratuities are detailed in brochures. ✔ Exclusions like customs fees, airport taxes, personal expenses, and optional activities should be clearly communicated. 2. Deposit and Payment Schedule: ✔ Deposits and timely payments are crucial to secure reservations. ✔ Late payments may lead to penalties or cancellations.  Tour Booking Conditions 3. Cancellation and Refund Policy: ✔ Operators may cancel tours due to weather, political instability, strikes, or insufficient participants. ✔ Refund policies vary, and clients should be aware of potential alterations or postponements. 4. Tour Fares and Rates: ✔ Prices can fluctuate due to seasonality, peak travel times, and currency changes. ✔ Once the final payment is made, rates typically remain fixed. Limitations of Liability Tour operators limit liability through disclaimers in their booking conditions, commonly addressing: 1. Errors by subcontractors or changes in itineraries due to unforeseen events. 2. Liability for air travel, which falls under airline policies. 3. Participant responsibilities for health, baggage, and insurance. 4. Reservation validity contingent on payment receipt by the operator. 5. Removal of participants for unsafe behavior. Important Notes: ❑ Disclaimers such as “loss of enjoyment” exempt operators from liability for dissatisfaction. ❑ Liability disclaimers do not negate legal responsibility in all cases, and concerns should be directed to legal professionals. ❑ Tour booking conditions ensure clarity for clients and operators, while liability limitations define the scope of responsibility, ensuring smoother operations and minimizing disputes. Lesson Title: Tour Brochure and Price Quotations Lesson Objectives: At the end of this module, I should be able to: 1. Identify and explain key items in a tour brochure; and 2. Learn the basics of price quotation from tour brochures. MODULE 8 What is a Tour Brochure? A brochure is an informative document used for promotion or advertising. In travel, brochures highlight destinations, hotels, tours, vacation packages, and attractions, providing prospective clients with essential details about the products and services offered. Key Points for Tour Brochure Preparation 1. Cost: Clearly define what is included and excluded in the package to avoid surprises. 2. Itinerary: Match the tour’s itinerary with client preferences by understanding their interests and needs. 3. Group Size: Ensure clients are comfortable with the expected group size. 4. Pace: Tailor the tour’s pace based on client factors like age, health, and interests. 5. Terminology: Clarify any unfamiliar terms or regional differences in the brochure.  Key Points for Tour Brochure Preparation 6. Single Supplements: Explain pricing for solo travelers to prevent misunderstandings. 7. Consumer Protection: Highlight protections offered by associations or plans the tour supports. 8. Community Support: Emphasize tours that contribute to local community or environmental projects. 9. Conditions: Review the fine print with clients, covering liability and terms of participation. 10. Questions: Be accessible for client inquiries and ensure all concerns are addressed. Factors Affecting Tour Pricing 1. Pre-Tour Transport: Costs vary depending on the method of arrival at the tour’s departure point. 2. Accommodation: Budget vs. luxury accommodations significantly impact pricing. 3. Sightseeing and Attractions: The inclusion of premium features like evening events increases costs. 4. Occupancy: Double occupancy rates differ from single supplement rates. 5. Travel Insurance: Optional insurance adds cost but provides peace of mind. Reservation and Accounting Procedures 1. Collect essential client details (e.g., names, contacts, travel preferences). 2. Confirm tour availability, special requests, and air transfer details. 3. Track key data such as deposits, payment deadlines, and commissions using a reliable system. A well-prepared tour brochure serves as a critical communication tool, ensuring clarity and fostering trust between travel professionals and clients, while enhancing the client experience. Reservation and Accounting Procedures 1. Collect essential client details (e.g., names, contacts, travel preferences). 2. Confirm tour availability, special requests, and air transfer details. 3. Track key data such as deposits, payment deadlines, and commissions using a reliable system. - Prelim Exam -