Tour and Travel PDF

Tour and Travel 1.1 The purpose of your agency- is to be "attentive and responsive" to customer needs. The Foundation: What Does the Travel Agent Do...

Tour and Travel 1.1 The purpose of your agency- is to be "attentive and responsive" to customer needs. The Foundation: What Does the Travel Agent Do Customers- are the primary reason for the existence of your agency. Being polite and friendly The most important persons in any Intuitive skills of politeness and friendliness organizations Knowledge of proven Not outsiders to our organizations Handling Difficult Customers Person who has needs Assertiveness- is crucial when dealing with angry, Your role- is not only to satisfy customer needs but to respond professionally so customers "feel served." upset, or difficult customers. Course content- will focus on developing the skills Assertiveness - you try to explain your side needed to respond professionally *It's better to show empathy and patience is the key* Travel agent’s success- is based upon selling an abstract product, i.e., service. Role and Behavior Really good service- is not a single event; it is a The travel agent's role- is defined by a process that requires active, willing, and competent combination of two behaviors: assertiveness and participation of all employees. sensitivity to others. Customer-driven service- allows customers to Feeling served (Feel served)- nag experience more than just "being served" tatrabaho ka pero nagbibigay ka ng effort Having technical competence- enables you to provide Being served- trabaho mong gawin ang service where the customer is "being served." trabaho na yun kasi yun yung naka toka Having interpersonal competence- allows you to sayo provide service at a level where the customer actually Satisfied customers- are more likely to return for "feels served." future services Employee- is a crucial link in the chain of events that leads to the customer's perception Types of Customers Where does Service exist? It is the interface (contact) 1. Leisure Travelers- customers who travel between a customer and a travel agent. for recreational purposes When customers come to you, they bring certain The role of a travel agent- is to convert "hopes and expectations" that the service provider: prospective leisure travelers into clients. will be attentive and friendly Budget- is a significant consideration for leisure will listen effectively travelers will be able to deliver the service will be able afterward to provide follow-up and 2. Business Travelers- customers who travel solve problems for work-related purposes. Time- is crucial for business travelers, and they seek efficient and effective attention to their needs.  Tour and Travel Focus on the customer, and pay attention to; Close Ended questions- short answer, facts tone of voice (serious or happy). Open ended questions- feeling, beliefs, longer answer volume of speech (loud or soft). Product knowledge- is often a key to giving good speed of speech (slow or fast). support to customers. dress manner and bearing. Listen and establish rapport by using: 1.2 listening techniques (active, selective and Top business sectors of the Travel and responsive). Tourism-industry in terms of volume are the questioning techniques (open and airlines, hotels, and tour wholesalers. closed). Second level category- includes car rental As stated by Rebecca Morgan in Calming Upset companies, cruises, railways, and other means of transportation. Customers, some experts claim we make third level category- includes souvenir shops, decisions about people within the first four restaurants, museums, art galleries, and other seconds of our meeting them. such amenities and attractions. Personal presentation- is one of the things MICE- (meeting, incentives, conventions and that can irritate upset persons. exhibitions) Bay Alexander, president of Professional Impact Saving costs- is very important, especially for large in Santa Cruz, California says: "If you are in multinational companies. position where you are likely to interact with angry T&E- Travel & Entertainment customers, you have a chance to use your image as an effective tool." 5 A's that are essential to a successful destination. "listening"- as the most important communication 1. Accommodation- skill we have never been taught 2. Accessibility- Vital for tourism development and investment. Types of Listening techniques 3. Activities- Diverse range of activities at destinations. Non-verbal 4. Amenities- Local cruises, restaurants, bars, Verbal and shopping plazas. 5. Attractions- Focus on facilities for special events and conferences. a. Active Listening- You can be active by your body language (non-verbal), and by speaking It is critical to have a good mix and balance of the (verbal) skills and requirements of the past and of the b. Selective Listening- You can select facts that future, as follows: appear more appropriate, and ask questions to obtain precision. Vision Selective hearing- is natural and can Enough Money affect our day-to-day lives Financial Competence Well-Trained Staff Staff Compensation c. Responsive Listening- allows you to Market Information and Intelligence demonstrate empathy, care and interest. A Balanced Product Mix Creativity  Tour and Travel A Wealth of Opportunities in the Travel and Qualifications Tourism Industry Multi-Cultural Background- exposure to Diversity of Employment Opportunities- different cultures, through schooling could be of Emphasize the variety of tasks, from routine to great value sophisticated, that individuals can engage in Language Skill Good Organizational Skill- being able to Specialized Skills and Professions- Discuss the organize well is a major asset demand for various specialized skills Professional Integrity and Ethics Team spirit- no company can survive without it. Opportunities in Travel Agencies- Highlight the Good Knowledge of Geography opportunities within travel agencies Finance, Accounting, and Managerial Skills- This is important if you want to move up the Research and Product Development- Discuss corporate ladder. the opportunities in research Finer Points Back Office Operations- Mention traditional financial and administrative roles Multidisciplinary Nature of the Industry- few tips, which are in line with developments taking Emphasize how the industry welcomes place in the industry at large: professionals from various backgrounds Know your customer Know your Product Realities of Employment- Discuss the challenges Focus on the Time & Money Factor and opportunities of working Balance your business: Advantages and Benefits- Emphasize the Don't forget about the little touches: potential for growth, increased revenue Focus on the advice factor: Think small Developing Expertise and Building Relationships- Highlight the importance of developing expertise in specific travel segments 1.3 Seizing Opportunities- Emphasize the increasing Tours- play a vital role in the global leisure travel number of opportunities in the industry market predicted by WTTC (World Travel and Tourism Council) Tour- can be described as a form of travel that Desirable Characteristics in the Travel and involves moving from place to place Tourism Industry The history of modern tours can be traced back 1. Creativity to the 1840s and the pioneering efforts of 2. A Love for the job Thomas Cook, a British travel professional. 3. Communication and presentation skills- Cook- organized the first group tour, initially a An ability to present information about your rail package in England, and went on to lead products in persuasive travelers throughout Europe, Africa, and the 4. Service-mindedness- Highlight the Middle East. importance of understanding the value of the service 5. Resourcefulness 6. Patience 7. A cool head  Tour and Travel Custom-designed tours- are meticulously crafted Escorted tours- are ideal for travelers seeking by travel professionals to cater to the unique convenience and a hassle-free experience needs and preferences of individual clients. Transport- is a fundamental component of tour Custom-designed tours- are packages, encompassing various modes such as air, car, motor-coach, train, and ship. commonly referred to as Foreign Independent Tours (FIT). Adventure tours- may even include exotic modes of transportation like riding an elephant FIT- is a term used to describe tailor- made tours for both domestic and Transport- is a fundamental component Tours often foreign destinations. combine or sequence different modes of transport. FIT tours are primarily designed for Fly/drive tours- for instance, utilize a combination of leisure travel airplanes and rental cars Fly/cruise packages- involve flying to a port of Independent tour- allows participants to travel embarkation and then continuing the tour on a cruise without a group or guide ship. Rental cars- are often included in Rail tours- primarily rely on trains for transportation, independent tour offering scenic train journeys Hotel-stays can be booked throughout the Motor-coach tours- the most widely recognized form year of touring, use buses fly/drive tour- allowing travelers to visit Transfers- are an integral part of the tour package, multiple destinations and set their own providing transportation travel pace. Accommodations- can vary from simple tents to go-as-you-please- approach allows luxurious hotels and resorts. travelers to decide their next destination Travel professionals- must pay particular attention to and make bookings on the go accommodation when booking tours for clients. P.R.I.D.E. guidelines: Hosted tours- offer travelers the opportunity to Pace travel independently. Focus on a single destination Routing Interests Host- typically a representative of a tour company Details or ground operator Energy Participants- in hosted tours often arrive separately. have the freedom to explore destinations. Escorted tours- commonly visit multiple destinations Escorts play a vital role in providing a wide range of information throughout the tour Local tour guides, also known as step-on guides, may be utilized to offer more detailed information