Travel Operations

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  Online Information Systems

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  Online information systems include:

  • the Internet - available to everyone
  • intranet and extranet - used by travel agents
  • government websites

  Travel agents use a Global Distribution System (GDS).

  A GDS is a computer system used for:

  • checking availability of services
  • making bookings, such as flights or accommodation
  • producing tickets through a printer in the office, or as an e-ticket

  The systems most commonly used in Australia are:

  • Galileo
  • Sabre
  • Amadeus

  Travel agents use information systems:

  • to narrow the range of choices
  • provide accurate information to customers

  Travel agents promote travel packages with:

  • specific airlines
  • specific hotels

  Search Engines are used to locate information on the Internet.

  Remember:

  • to enter specific words into the Search Engine.
  • to verify where information comes from before visiting the link.
  • government websites provide reliable information
  • sites maintained by an authority in your field provide reliable information.
  • .au at the end of a web address means Australia.

  In summary:

  • 1. Make sure the information you find is WHAT you need
  • 2. Search further if you require more information
  • 3. Choose the information you need
  • 4. Download and print the information according to system procedures
  • 5. Organise your information in a suitable format according to organisation procedures

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  Product Information

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  A travel agent needs to:

  • document client details - name, address, contact information.
  • note client requests, using common abbreviations.

  A travel agent can search the company website for information on:

  • accommodation and tariffs.
  • vacancies.
  • travel.

  A travel agent can give clients:

  • brochures and e-brochures.
  • flight information.
  • Travel Terms & Conditions.
  • Travel Insurance brochures.

  The travel agent should point out specific information on the Terms & Conditions, such as:

  • payments and deposits.
  • cancellation fees.
  • travel insurance.

  In the clients' file a travel agent should note:

  • the information she has discussed with the client.
  • when the client is expected to return.

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  Sales and Quotes

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  Products a customer may require include:

  • transport.
  • accommodation.
  • tour packages.
  • transfers between airports and venues.
  • travel insurance.
  • attractions and events.
  • places to eat.

  Sourcing and Suggesting Products

  • Research to put the package together.
  • Tailor the package to suit the customer.
  • Suggest current promotions.
  • Make customer aware of additional products.
  • Provide all options in a specified timeframe.
  • Present options in appropriate format to customer.

  Providing Product Information and Advice

  • Discounted prices - may only be available for short period of time
  • Packages
  • Contact with customer
    • face to face
    • email
    • phone
  • Speaking with customer
    • Shows product knowledge
    • Shows enthusiasm
    • Shows you are keen to assist
  • Emails need to be:
    • Clear
    • Concise
    • Correct

  The Selling Process

  • 1. Identify needs of customer.
  • 2. Establish rapport with customer.
  • 3. Recommend products to suit the needs of customer.
  • 4. Make customer aware of fees charged for sales.
  • 5. Make customer aware of Travel Agency Terms & Conditions.
  • 6. Provide a quotation.
  • 7. Close the sale - receive a deposit or full payment.

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  Example: Booking a Bus Tour

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• Say It

  There are 2 parts in this section.

  1. The Glossary

  The glossary lists the more difficult words related to the topic in alphabetical order. The glossary also gives the meaning for each word.

  2. Look, Cover, Write, Check!

  This activity gives you practice at remembering and writing the words from the glossary.

• The Glossary

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  Jump to Activities

• Do It: Online Information Systems

  

• Do It: Product Information

  Travel agents use many codes and abbreviations - in a GDS when making bookings, in the office when making notes, OR on client files. It is important that you are aware of some of these.

  

• Do It: Sales and Quotes

  

Check It