TOUMGT W4 W5 W6

• Travel agent


  A shop or office where you can go to arrange a holiday or journey
• Travel agency


  A business that attends to the details of transportation, itinerary, and accommodation for travelers
• Work of a travel agent

  • Front office procedures (dealing with customers): sales, advice, itinerary planning
  • Back office procedures (not dealing directly with customers): administration
• Fixed costs


  Costs which remain constant whether activity increases or falls
• Variable costs


  Costs that will vary in relation to sales volume
• Operational costs of an independent travel agency

  • Fixed costs
  • Variable costs
• Below the line advertising

  Advertising and direct mail which has a coupon or other response device, and whose objective is primarily to generate enquiries and/or direct sales
• Below the line advertising


  • Printed materials
  • POS (point of sale) materials
  • Websites
• Brochure


  A small booklet or pamphlet, often containing promotional material or product information
• Pocket folder


  Very helpful for travel agents, normally containing sales sheets, business cards, discount flyers, travel agency documents, brochures
• Poster


  Affordable and attractive, used to show images of exciting, exotic tourist destinations to attract attention, encourage interest and create desire, as well as to promote special discounts, itemized tour packages and give an indication of price range
• Window display


  Used to draw in customers 'off the street', attractive displays can be very effective in boosting sales
• Point of sale (POS) materials

  Put on display to attract consumers to purchase a product now in 'the business or place where a product or service can be purchased'
• E-brochures

  Online brochures that enable customers to view the destinations and services of the travel agent and tour operator from home
• Tour manager


  Leads a group from one country or region to another
• Titles for a tour manager

  • Tour administrator
  • Tour director
  • Tour guide
  • Tour leader
  • Courier (coach tour guide)
• Courier (coach tour guide)


  Works for coach companies or tour operators, supervises and shepherds groups of tourists participating in tours, day excursions or extended tours (involving overnight stay away from base)
• Tour manager


  Generally has several seasons' experience of delivering tours, skills and tasks include administration of the tour, knowledge of geography, history, culture, food and economics of the tour country, knowledge of several languages
• Tour director


  In Europe, this is the same job as a senior tour manager. In America, this relates to a tour leader with students. Conference/Incentive tour managers accompany conference attendees before and after conferences, informing them about the area they are visiting.
• Types of tour guides

  • Courier
  • Tour manager
  • Tour director
• Tour guide


  One who leads or shows the way, especially to a traveler in a strange country and to point out objects of interest
• Key skills of a tour guide

  • Communication
  • Leadership/group management
  • Research, planning, design, implementation, evaluation
  • Accident and emergency management (OHS)
  • Improvisation and flexibility
• Types of tours


  • Site-based
  • Special-interest
  • Vehicle-based tours
  • Water-based
  • Other tours
• Planning a tour


  1. Pre-holiday research

  2. Logistics

  3. Trial run
• Pre-holiday research


  Finding out about the destination, including stories, settings, objects, history, and geography
• Travel agent


  A shop or office where you can go to arrange a holiday or journey
• Logistics


  The time-related positioning of resources, including catering, accommodation, transport and excursions, hotel safety and cleanliness, and policies and practices
• Trial run


  Following the planned itinerary, staying in the arranged accommodation, and using the planned transport to identify any flaws or problems
• Leading people on the tour

  1. Meet and greet

  2. Induction

  3. Getting to know the audience
• Travel agency


  A business that attends to the details of transportation, itinerary, and accommodation for travelers
• Getting to know the audience

  • Co-operation
  • Understanding
  • Respect
  • Friendliness
  • Honesty
  • Professionalism
  • Courtesy
  • Effective communication
• When the tour does not go to plan (for instance, access is denied to a particular site) and alternative arrangements have to be made quickly
• Work of a travel agent

  • Front office procedures (dealing with customers): sales, advice, itinerary planning
  • Back office procedures (not dealing directly with customers): administration
• The role of the tour guide involves three different elements: planning the tour, leading people on the tour, and research, planning, design, implementation, evaluation
• Fixed costs


  Costs which remain constant whether activity increases or falls
• Variable costs


  Costs that will vary in relation to sales volume
• Operational costs of an independent travel agency

  • Fixed costs
  • Variable costs
• Above the line advertising


  Advertising that does not have a coupon or other response device, and whose objective is not primarily to generate enquiries and/or direct sales
• Below the line advertising

  Advertising and direct mail which has a coupon or other response device, and whose objective is primarily to generate enquiries and/or direct sales
• Below the line advertising


  • Printed materials
  • POS (Point of Sale) materials
  • Websites