TOUR AND TRAVEL

100問 • 1年前

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The term ___referred to the practice of providing people a positive, helpful experience BEFORE, DURING and AFTER buying the product or service

CUSTOMER SERVICE

this is travel agents which has a chain of branches. They are typically large organisations with a strong high street presence.**** did have a monopoly of the market for many years.

Multiple travel agents -

this is travel agents that have several branches. These are usually mid-sized companies. They are often regional

Miniple travel agents

this is travel agents that has only one branch and it is not associated with any other travel agency stores or companies. this are commonly found in small towns and villages.

Independent travel agents

3 different types of travel agents

*Multiple travel agents *Miniple travel agents *Independent travel agents

Types of Customers

- Leisure Travelers - Business Travelers

____customers who may want to travel, using their disposable income to buy other products and services.

Leisure Travelers

this is customer who have to travel and time is of the essence – they want efficient and effective attention to their needs. Known as corporate account paid all the expenses by their company.

Business Travelers –

what are the 2 listening techniques

Non verbal and Verbal

When customers come to you they bring certain ____that the service provider

“hopes and expectations”

Focus on the customer, and pay attention to:

*Tone of your voice (serious or happy) *Volume of speech (loud or soft) *Speed of speech (slow or fast) *Dress, manner and bearing(attitude)

Private Sectors

*Transportation *Accommodations *Attractions *Adventures and Recreation *Food and Beverages *Ancillary Services

ensuring this with high standard, environmental management, health and sanitation, more critical, safety and security.

Infrastructure

The 5 A’s Essential to a Successful Destination

*Accommodations *Accessibility *Activities *Amenities *Attractions

4 Transportation

*Airlines *Ferries *Land transport *Car rentals

___pump boat or lantsa

Bangkas

water based vessel design to carry passenger and land-based transportation vehicles

ROROs

___smaller yet high speed ferries that carry passenger only

Fast Crafts

___cruise lines or large ships for long-distance sea travel with wide range of service facilities

Passenger lines

___were used to hold meetings, seminars and conferences especially when participants are flying in from different locations.

Airport hotels

These includes bedroom and living room with limited kitchen facilities (microwave, coffee maker, small ref and Bar.

All Suites Hotels

Smaller independent non-branded hotels

Boutique Hotels

Upscale (first-class) properties catering to corporate clients meeting.

Conference Centre

Designed for corporate travelers who are on long term assignment and desire more home like accommodations

Extended Stays

Provide only basic sleeping rooms and minimal food service outlet such as breakfast buffet and coffee and non-alcoholic vending machines

Limited Service

Properties are generally smaller and cater to people travelling by Car, (motor hotel =***)

Motels

this are establishments that accommodate tourist who are in search of rest, relaxation and recreation,

resorts

These are resort offering health, physical fitness, nutritional, advise or just plain pampering.

Spa

Classifications of Hotels

LUXURY HOTEL UPSCALE HOTEL MID-RANGE HOTEL BUDGET/ECONOMY HOTEL

5 star hotels located in urban center and resorts, offer full service

LUXURY HOTEL

often called superior or first class hotel, consist of 4 – 5 star hotels and cater business travelers

UPSCALE HOTEL

2-3 star hotel, can be found in any geographic, sometimes referred to as Tourist Hotel

MID-RANGE HOTEL

1 to 2 star hotel, offer clean and comfortable place to sleep with limited service.

BUDGET/ECONOMY HOTEL

2 RATES

*Room rate *Rack Rate

the rate charged daily for a hotel room.

- Room rate

this is full, standard, non-discounted rate

Rack Rate

Rate Classification

*Corporate Rate *Consortium Rate *Government Rate *Industry Rate *Resorts Rates *Military Rates *Package Rates *Promotional Rates

rates typically offered the business traveler ranging from 20-30% off rack rate.

Corporate Rate

negotiated rates based on volume.

Consortium Rate

specific negotiated rate between a specific government agency and the hotel.

Government Rate

rate for employee within travel industry, including those of airlines, hotels, agencies, tour operators, wholesale packager.

Industry Rate

–rates fluctuate due to season, advance payment, deposits, individual property agreement.

Resorts Rates

rates offered to military personnel

Military Rates

rates negotiated with wholesalers who book large volume of business.

Package Rates

– rate generally offered when the Hotel is not full.

Promotional Rates

ACCOMMODATION SECTOR

Airport Hotels *All Suites Hotels *Boutique Hotels *Conference Centre *Extended Stays *Limited Service *Motels *Resorts *SPA

Transportation of land transport

*Motor coach *Shuttle bus *Mini-bus *Private Car

Information about the reaction to a product, a person’s performance of task which is use as basis of improvement.

FEEDBACK

Factors affecting Room Rate

*Location *Rooms and Bedding Types *Seasons *Occupancy

CLASS

De luxe – no. of beds 1 bed, twin bed Superior – 2 beds, double bed Standard Minimum Suite

Extra Costs

1. Early departures: 2. Late check-outs: 3. Mini bars: 4. Films: 5. Telephones: 6. Room service: 7. Taxes:

1.: many hotels are beginning to charge for early departures (checking out before the departure date originally booked) be sure to advise your clients if this is the case with their hotel.

- Early departures

2.: late meetings and late flights may require a later departure, most will arrange a late check out (till about 13:00-14:00) upon request. If not requested in advance, guest may have to pay another night stay. It won't make them happy, so warn them ask in advance.

- Late check-outs

3: many travelers check into their rooms, tired and hungry. They see the mini bar stocked stock with enticing sweets and beverages and without realizing it consume a very expensive snack. These attractive items are priced sometimes at double or triple than what they would cost downstairs in the gift shop or outside of the hotel.

- . Mini bars

4.: parents who are careful about children using the TV remote control may suddenly find themselves paying for excessive movie charges upon check-out.

- Films

5: your clients may not know that hotels charge very high rates of local or trunk (long-distance) telephone calls room. Encourage them to use credit cards, prepaid telephone cards or carry change for public phones.

Telephones

6.: in room dining almost always has a percentage added to the bill for the service. While it is certainly more convenient, it can increase your client's hotel bill.

- Room service

7.: many cities, regions and countries add on sales or occupancy taxes to the bill.

Taxes

Sales and Payments Terms

1. Commission: 2. Deposit: 3. Central reservation office (CRO): 4. Chain: 5. Confirmation: 6. Override: 7. Value added tax (VAT): 8. Familiarization tours: 9. Frequent guest program: 10. Group bookings: 11. Guarantee: 12. Independent: 13. Market segments: 14. Meal plans: 15. No- show: 16. Occupancy: 17. Overbooking: 18. Package: 19. Rate categories: 20. Room blck: 21. Room night 22 Upgrade: 23. Walking: 24. Wholesaler

a percentage of the accommodation price that is paid to travel agent for selling the accommodation. For examples, some hotels offer the agency 10% of the room rate.

- Commission

money sent to hold the reservation for a specific amount of time.

Deposit

call centre for hotel companies.

- Central reservation office (CRO)

: a group of hotels managed and/or own by one organization.

Chain

: written acknowledgement of reservation often indicated by a number or a code.

Confirmation

: an additional commission paid by the supplier as sales incentive (see commission).

Override

government-imposed taxed added to price and commo in any countries.

Value added tax (VAT):

discounted or complementary tours are offered to travel agents or wholesalers to introduce them to a destination or product. Individual or groups of suppliers sponsor them (also known as 'Fam Trips").

Familiarization tours

similar to airline frequent flyer programs, guests accumulate points for using hotel services. These points are redeemed for upgrades, discounts and complimentary services and they often link to specific airline programmes.

Frequent guest program

: a set of rooms set aside for groups of ten or more people and negotiated at a special price.

Group bookings

hold status of reservation either by a cash deposit or credit card number. Cash deposit or credit card number given by the client so that the hotel will guarantee to keep the room available after the normal check-in deadline.

Guarantee

: a hotel not affiliated with any chain or groups.

Independent

may also be known as price tiers. This distinguishes the type of customer market targeted by the hotel. For example: luxury, corporate or budget

Market segments

inclusive packages offered by hotels for meals plus sleeping room.

Meal plans

: the status of a reservation when the guest does not arrive by the check-in deadline, Many hotels will charge the price of the least one night's stay as no-show charge on the person's credit card.

No- show

from the agent's perspective, the rate charged per person. May be charged as single or double (e.g. single occupancy, double occupancy, etc.) from the hotel's perspective, occupancy means the number of guests the hotel is accommodating on the given night (e.g. 80% occupancy of a 400 room hotel would be 320 rooms sold)

Occupancy

the practice of booking more than the hotel's capacity of rooms by a hotel in anticipation of cancellation or no-shows.

Overbooking

: an inclusive set product of services designed to attract the leisure traveler. Packages are customarily priced lower than when commodities are sold individually (see also wholesaler).

Package

: rate categories indicate the amounts of money hotels charge for a room and the various discounts available within the initially quoted price.

Rate categories

group of a rooms or meeting space usually reserved through travel agents or wholesalers. These are held with a deposit.

Room block

one overnight stay per person per room, ie, two persons on one room for one night two room nights. 22 Upgrade: to move up to higher standard of accommodation at little or no cost

Room night

sending the guest to another property when the hotel is fully occupied

Walking

: a supplier who sells packages through travel agents.

Wholesaler

Most common problem we can encounter are from these transactions:

Cancellations No Show Rates Commissions

small complimentary items given to guests in the room

Amenities

4 classification of Attraction Natural Attractions (also known as AONB-

* Area of Natural Beauty) * Built Attractions * Heritage Attractions * Events Attractions

Adventure and Recreation

Soft Adventure – Hard Adventure –

Food and Beverage

* Fine Dining Restaurant * Casual Style Restaurant * Café and Bistro * Fast food restaurant

Ancillary Services

* Travel Insurance * VISA and Passport Assistance * Foreign Exchange Service * Tour Guide Service

a complex of runways and buildings for the takeoff, landing, and maintenance of civil aircraft, with facilities for passengers.

AIRPORT

require high physical abilities adventure

Hard Adventure

minimal physical activities adventure

Soft Adventure

Classes of Services

FIRST CLASS BUSINESS CLASS ECONOMY CLASS

sometimes referred to as upper class, or premier service, it is the highest class of service on the aircraft

FIRST CLASS

– this is the 2nd to the most expensive, offer similar features but not quite the same luxury, as first class

BUSINESS CLASS

– most seat in aircraft are located in this class.

ECONOMY CLASS

A ____is a document that gives a passenger permission to board the plane. It contains information about flight times, boarding times, and seat assignments for that flight

boarding pass

Different sections of Airport terminals

* boarding gates * pre-departure security check * departure area/lounge * transit areas * arrival area * baggage claim carousel area

a portion of the lobby set aside for receiving luggage and distributing it to the rooms.

Hall Porter's desk or Bell Stand

1.: system of registration upon arrival at a hotel. Also," ***" The designated hour in which hotels receive guests into room.

- Check-in

100

2. system of payment upon departure from the hotel. Also, "***/the designated hour at which hotel expect guests to vacate rooms. -

Check-out:

mix festival

F - Robles, Jorelyn · 25問 · 1年前

mix festival