TOUR10- TRAVEL AGENCY AND TOUR OPERATIONS

ORGANIZATION OF A TRAVEL AGENCY

TA is divided into 3 departments

1. Administration
a) b) c) d) General Administration Personnel Accounting Finance

2. Marketing & Sales 3. Operations

TA is divided into 3 departments

1. Administration
a) b) c) d)
This areas responsibilities are the legal aspects of the organization.

General Administration This aspect is necessary for: Personnel a. Protection from errors b. Third party liability Accounting c. Labor relations with the companys employees Finance
Insurances also fall under this area. Insurance coverage is normally required for: a. Accidents b. Financial losses c. Others (fire, burglary, employees health care, pensions and retirements.

2. Marketing & Sales 3. Operations

These functions are often Undertaken by the GM

Purchases and maintenance of ff&e. Formulation of company policies, SOP, company forms And filing

TA is divided into 3 departments

1. Administration
a) b) c) d) General Administration Personnel Accounting Education & Training of staff in work related skills Finance Evaluation of staff performance in order to
Determine merit increases in compensation, Or written warnings of poor performance are Conducted on a regular basis. This aspect involves hiring policies and Compensation schemes, specifically the Qualifications required of prospective Employees and compensation packages Commensurate to the applicants Credentials.

2. Marketing & Sales 3. Operations

This is being headed by a Personnel Officer

Decides on the disciplinary actions to be Imposed on employees for violation of Company rules

TA is divided into 3 departments

1. Administration
a) b) c) d)
All records of the company, including All pertinent government licenses and permits Are handled in this aspect.

General Administration Also responsible for the custody of accountable Personnel Forms, such as Provisional/ Official Receipts, Invoices, Purchase Orders, Tour Vouchers, Accounting And suppliers ticket stock. Finance Responsible in implementing the company policy on
Billings, credit and collections. Formulation of budget and monitoring of payables And receivables. An Accountant is in charge of this aspects.

2. Marketing & Sales 3. Operations

TA is divided into 3 departments

1. Administration
a) b) c) d) General Administration This section assists the Administrative Manager and performs the ff duties: Personnel 1.Receives all payments. Issues provisional/ Official Receipts. Accounting 2. Insures all collections are deposited with the Bank Finance
This section is represented by the Cashier, who handles records and acts as Custodian of all the money collected and Disbursed.

2. Marketing & Sales 3. Operations

3.Processes duly approved petty cash. 4. Prepares payments 5. Liaises and follows up with the banks for Remittances. 6. Process approved cash advances and receives Proper liquidation 7. Prepares financial reports 8. Acts as back-up staff for the Accounting Staff

What is the difference between Marketing and Sales?

Marketing is everything that is done to create awareness about an agency, its products and services.
The objective is to promote the corporate identity and a wholesome reputation in order to create sales opportunities.

Sales is the desired result of marketing.

Corporate Identity
The companys distinct image. A sum total of all visual means a company uses so that it is readily identified. It is best illustrated in the company name, logo, colors, and slogan. Objectives are:
Attract clients Stand out among its competitors Increase returns by building cumulative impact Generate word-of-mouth endorsement Speed up communication of the message Entice new staff member

 Main difference of marketing and sales is that marketing looks at a group of individuals with common attributes and characteristics, while sales looks at a specific individual within the group.

2. Marketing & Sales

a) Marketing b) Counter Sales c) Field Sales

2. Marketing & Sales

a) Marketing
i. ii. iii. iv. v. Advertising Publications Publicity Public Relations Promotions

Marketing means maintaining a good image For long-term benefits rather than concentrating On a quick, one shot deal.

Advertising
Any paid form of non-personal presentation of ideas, goods, or services by an identified sponsor. Almost always the most expensive marketing activity. Involves paid publications of material in printed media and the endorsement of products and services in voice, video or electronic channels.

Publications
Any printed material such as brochures, posters, flyers, leaflets, handouts and other literature.

Publicity
A non personal stimulation of demand for a product, service or destination by planting commercial significant news about it in a published medium or obtaining favourable presentation of it in radio, television or electronic channels that is not paid for by the travel agency. Essential element in publicity is Media Relations.

Public Relations
Ultimate objective ---create goodwill. Effective PR starts with knowing the message and expressing it in the best possible way, which is face-to-face approach.

Promotions

2. Marketing & Sales

a) Marketing b) Counter Sales c) Field Sales
Transactions captured by the travel counselors Or counter staffs. It is always geared to service walk-in clients

2. Marketing & Sales

a) Marketing b) Counter Sales c) Field Sales
Transactions captured by the account Executives or sales agents outside the Office premises and as a result of Predetermined solicitation of business. Must have sales plans and follow up sales Leads.

7 steps of sales interaction

1. Identify needs or wants of clients 2. Determine your objectives 3. Open your sales pitch 4. Qualify and probe 5) Emphasize benefits 6) Handle objections 7) Close by getting a commitment

TAs organization
SMALL SIZED TA 10 STAFFS BELOW MANAGER SUPERVISES ALL DEPARTMENTS HAS A SECRETARY, BOOKKEEPPER, CASHIER, UTILITY STAFF. MANAGER ACTS AS THE MARKETING PERSON. ACCOUNTING FUNCTIONS WOULD BE CONTRACTED. MEDIUM SIZED TA 11 STAFFS UP TO 29 3 DEPARTMENT HEADS TICKETING & RESERVATIONS FUNCTIONS ARE SEPARATE ADDITIONAL LIAISON STAFF LARGE SIZED TA AT LEAST 30 EMPLOYEES HAS A HUMAN RESOURCES PERSONNEL OPERATIONS WOULD BE SEPARATED INTO TRAVEL AND TOURS HAS A DOCUMENTATION SUPERVISOR TRAVEL COUNSELORS HAS SPECIALIZATIONS, WALKINS AND CORPORATE ACCOUNTS.