chapter-5-travel-agency

1Chapter5TravelAgency2旅游产业交通旅行社住宿和餐饮旅游景点目的地公共服务出版印刷食物燃料制造业和批发业旅行基础设施和设备零售业银行保险娱乐休闲活动短途旅行门票个人服务（洗衣，理发等）3TourismIndustryTravelagencyTouristhotelTouristtransportation4IntroductionTravelagenciesrangefromverylargebusinessestoverysmallbusinesses.Veryfewpeoplecancarryoutallthebusinessoperations,andjobsincludesecretarial,travelcounseling,andmanagerialactivitiesAtypicaltravelagencyhasarackofcolorfulbrochuresthatillustratetheattractionsandthedelights5Whatarethemainfunctionsofatravelagency?Todesigntourroutes,workouttourplans,maketourprices,buyinsurancefortourists,advertisetourservicetoattractclients6ThedepartmentsofatravelagencyTheGeneralOfficeTheLiaison&PRDepartmentTheSalesDepartmentTheBusinessDepartmentTheGuideDepartmentTheFinancialDepartmentThePersonnelDepartmentandtheLogisticsDepartment8TheroleoftravelagencyThetravelagency’sroleisdissimilartothatofmostotherretailers,inthatagenciesdonotpurchaseaproductforresaletotheircustomersThetravelagencydoesnotcarry“stock”oftravelproducts9TheroleoftravelagencyToprovideaconvenientlocationforthepurchaseoftravelbookingagenciesforholidaysandtravelasourceofinformationandadviceontravelservice10TravelagencyskillsandcompetencesGoodmanagementGoodservice11Goodmanagementwillensurethatcostsarekeptundercontrol,thatstaffaremotivated,andthattheagencygoesoutactivelytoseekbusinessratherthanwaitforittocomethroughthedoor12Goodservicewillensuresatisfiedclients,helptobuildaregularclienteleandencouragewordofmouthrecommendationwhichwillincreasethelocalshareofthemarketfortheagency13ActivitiesassociatedwiththebookingoftravelAdvisingpotentialtravelersonresorts,travelcompaniesandtravelfacilitiesworld-wideMakingreservationsforalltravelrequirementsPlanningitinerariesofallkinds,includingcomplexmulti-stopoverindependenttoursAccuratelycomputingairlineandotherfares14IssuingtravelticketsandvouchersCommunicatingbytelephoneandletterwithtravelprincipalsandcustomersMaintainingaccuratefilesonreservationsMaintaininganddisplayingstocksoftravelbrochuresIntercedingwithprincipalsintheeventofcustomercomplaints15ThemainskillsofcounterstaffTheabilitytoreadtimetablesandotherdatasourcesTheabilitytoconstructairlinefaresTheabilitytowriteticketsTheabilitytohavesufficientknowledgeoftheircustomerstobeabletomatchneedforstaffwhocancompetentlyoperatecomputers,especiallycomputerreservationssystems(CRS)16TheimpactofcomputertechnologyTodetermineavailabilityoftransportandaccommodationatshortnoticeTomakeimmediatereservationsamendmentsorcancellationsToquotecomplexfaresandconditionsoftravelToprocessdocumentssuchastickets,invoices,vouchersanditinerariesrapidly17Sincethe1990s,computertechnologyhasbeenmorewidelyappliedtotourisminChinawhereithasbroughtincreasingeconomicbenefitChinaInternationalTravelService(CITS),thefirsttousecomputermanagementinChina’stourismindustry18ImportantfactorsAgoodlocation(officespacemaybeexpensive)Toestablishasteadyclientele