Professional Documents
Culture Documents
LEARNING OBJECTIVES
Any travel agency that desires to expand its scope of services will
undoubtedly branch out to tour packaging and the operation of tours –
whether outbound, inbound, domestic or local tours.
In the Philippines, Tour Operators are travel agents who expand their product
range by setting up a tours department. This department is tasked to
assemble the various travel components into a tour package, and sell the
resulting package as one product. It develops and assembles well-made tour
packages that are offered to the travelers through other travel agencies.
TOUR
OPERATOR
Restaurants, Clubs,
Shopping Malls &
Tour Guides and Service
other entertainment
Personnel
entities
1. Plans and develops tour packages that meet the needs of the various
markets.
2. Assembles the various travel components as an integral part or
component of a single tour package.
3. Delivers the tour package by operating worry-free and secured
programs and/or itineraries that are cheaper than when each service is
purchased individually.
The Local Tour Operator (LTO) services Filipino and/or foreign traffic to
national destination by way of regular sightseeing tours or tour package,
taking into consideration the popularity of the destination, site or sight.
An Outbound Tour Operator (OTO) designs and assembles tour packages for
residents of the Philippines, either foreign or local, to foreign destinations,
such as Hong Kong, the U.S.A. or Europe.
They differ based on the following: (1) area of operations, (2) nationality of
travelers, (3) market or source of traffic, and (4) type of tour packages
offered.
Regular sightseeing tours and tour packages are normally sold over the
counter with no need of pre-booking or advanced reservations on the part of
the traveller. Ad Hoc tour packages that are packaged to specifications,
require pre-notice by the traveller through the travel agent, and advance
reservations by the travel agent with the tour operator.
These classifications are not strictly structured. Tour operators more often
than not combine two or three types, and in some cases act all four types.
The four types are determined by the main function and activity in any of the
four classifications.
DOMESTIC LOCAL INBOUND OUTBOUND
Area of Anywhere in Where the Anywhere in Anywhere in
Operations the operator is the the world,
Philippines based and the Philippines except the
immediate Philippines
vicinity
Nationality of Filipinos and Filipinos, Foreigners Filipinos and
Travelers expatriates foreigners and expatriates
living and and Balikbayans living and
working in expatriates working in
the living and the
Philippines working in Philippines
the
Philippines
Market or Philippines Philippines Abroad Philippines
Source of and abroad
Traffic
Type of Tour Ad Hoc and Regular Ad Hoc and Ad Hoc and
Packages Regular Package Regular Regular
Package Package Package
The activities involved in Quotations & Reservations are mainly within the
physical confines of the office and take place prior to the actual arrival
handling of the travelers and immediately after their departure. Field
Operations are always outside the office in the field and take place
immediately upon arrival and up to the travelers’ departure from the area of
operations.
Let us look at the Quotations & Reservations first. Before Mr. Traveler
actually lands at the N.A.I.A. or starts on a tour program or itinerary, quite a
number of things happened in between, all of these in the office.
First, somebody has to determine how much it costs to provide Mr. Traveler
with what he needs. This activity is called Contracting (1) which is the
process of negotiating for rates below those published from the suppliers.
These suppliers are hotels, restaurants, tourist sights and sites, and
transportation companies, and then collating these. These rates are kn own
as contracted rates. Published rates less commission due travel agents are
not contracted rates. Contracted rates are discounted by 30% to 50% off the
published rates. These are committed by the suppliers on the basis of the
tour operator’s potential to produce business, proven track record and/or its
reputation and credibility.
The Marketing & Sales people will determine the market demands and on
this basis quotations (3) can be prepared. These quotations are compiled in a
rate sheet which is commonly known as a Confidential Tariff. A Confidential
Tariff is a listing of products offered by the tour operator, with corresponding
pre-costed rates and concessions, based on specific or projected number of
participants.
Special Quotations (3) are prepared for Ad Hoc Tour packages. These are
costed based on a required minimum number of participants and in
accordance with the specific activities, inclusions and requirements of the
client.
The Tours Department Manager overseas both activities, but the respective
supervisions are responsible for each activity.
QUOTATIONS RESERVATIONS
TOUR COURIER
COORDINATOR
MESSENGER
TOUR GUIDES/ESCORTS
On the office side, (1) Contracting and (2) Tariff Costing are yearly activities ,
which the Manager normally handles. Quotations (3), including Ad Hoc
requests and costing are one activity, while Reservations (4) is the other.
The messenger provides support to the office operations staff.
On the field side, the Tour Coordinator/Airport Rep handles the Transfers (5)
and overseas the actual delivery of Accommodations and Meals (5), while the
Courier reconfirms Passage (5) requirements. These functions are
interchangeable, in order to economize.
The tour guide is responsible for the delivery of the sightseeing tour or tour
package (5). The tour guide is normally a free-lance and is not an employee
of the tour operator. The Tour Guide’s functions and responsibilities will be
taken up in deal in Chapter X.
The chart below provides a description of the job summary and duties and
responsibilities of each position in the Tour Department of a travel agency.
TOUR PACKAGES
*Tour Escort an individual who travels with the clients from the point of
origin and back, and acts as the manager of the tour group, also known
as Tour Leader.
A combination of two or more of these components is a tour package.
*If only tours and transfers are included, it is called ground arrangements
package.
*If tours, transfers and hotel accommodations with some meals are included
this called land arrangements package.
*If all components are included, including a tour escort, this is called an
inclusive escorted tour package.
As discussed, there are four (4) types of Tour Operators, each with different
areas of operations, nationality of travelers, market of source of traffic and
type of package/s offered/operated.
The local tour operator’s (LTO) source of business comes from both local and
foreign travelers, visiting the destination where the tour operator is based.
Its source of traffic is generally off-the-street or over-the-counter sales and
sometimes other tour operators in the country. It operates regular
sightseeing tours or tour packages, taking into consideration the popularity
of the destination, site or sight. The LTO is primarily a retailer but
occasionally acts as wholesaler.
Transportation
Tour Guide
>>>A>>> >>>B>>>
<<<C<<<
Actual Operations
The Domestic Tour Operator’s (DTO) sources of business are the local
associations, schools, companies and corporation and, occasionally,
individual travelers who organize summer outings, out-of-town meets,
incentive trips to national destinations. The packages they prepare are on an
ad-hoc basis, as and when contracted, and tailor-made to the needs of the
clients.
Rotary
Transportation
OPERATOR
Entertainment
Ayala Land Establishments
>>>A>>> >>>B>>>
Tour Guide
The Inbound Tour Operator’s (ITO) source of business are mainly foreign tour
operators who send traffic to national destinations, on regular or ad-hoc
packages, based on the specific requirements of the contracting party
abroad.
A retail travel agent abroad has a specific request (A) for services
in the Philippines.
It either seeks the assistance of an outbound tour operator in his
country or contacts directly an inbound tour operator (B) in the
destination country.
Inbound Tour Operator contracts supplier capable of delivering all
services requested, and prepares/arranges a package for the end-
user.
The ITO actually delivers/operates the program/itinerary
requested.
REGULAR TOUR PACKAGES
Tour Guide
<<<<<<< MIDDLEMAN >>>>>>>
An Outbound Tour Operator (OTO) designs and assembles tour packages for
residents of the Philippines, either foreign or local, to foreign destinations.
These packages may be designed for either groups or individuals, to popular
destinations abroad, or tailor-made to the specification of the traveller. For
example: a tour package with specific request to include visits to Lourdes in
France and Fatima in Portugal.
Inbound
Retail Tour
Mr. “T” International
Travel Operator
Airlines
Agent
Hotels
Outbound
Transportation
Tour
Operation Entertainment
Establishments
Tour Guide
<<<<MIDDLEMAN>>>>
<<<C<<<
Actual Operations
Breakfast contents vary. Coffee or tea with rolls, jam and butter is a
Continental Breakfast. If eggs and bacon or ham plus toast are added, it
is an American Breakfast. If the toast is change to fried or plain rice
and the ham or bacon changed to “tapa” or “daing”, it is Filipino
Breakfast. Any breakfast with rice porridge (“lugaw”) and a number of
side condiments is an Oriental Breakfast. A table laden with breakfast
food and self-service is a Buffet Breakfast.
5. Mode and Class of Transportation – Mode of transportation refers to air,
sea or land travel and type of equipment. Class is the quality of the
transportation equipment, facility and amenities offered the
passengers. In air travel, the class divisions are First, Business and
Economy. In sea travel, they are Suite, Stateroom, Cabin, First Class,
Business Class, Tourist and Economy. In land travel, it is Air-
Conditioned or Ordinary service.
The Cycle of Tour Operations Figure 34, summarizes the different steps in
the preparation and operation of tour packages, namely: (1) Contracting; (2)
Costing; (3) Quotations and Tariffs; (4) Reservations; (5) Operations; (6)
Accounting; and (7) Evaluation.
This Chapter discusses the office activities, prior to the operation of the tour
package, and limits itself to steps one the Contracting through to step four
Reservations.
CONTRACTING
When negotiating with suppliers, the tour operator has one single objective:
to get the best available rate, with the most concessions, at the most
favourable terms.
More often than not, suppliers will assess the tour operator’s credibility,
potential, track record and credit worthiness before committing any
contracted rate. The tour operator on the other hand, will assess the
supplier’s ability to provide the services contracted reliably and within
specified standards.
The following must be clearly spelled out in the agreement for contracted
rates:
In cases of sea travel, the class of passage – with or without cabin, for
example – and the number of meals included, must be indicated.
Contracted rates must indicate whether fees, taxes, and any other charged
are included. The commonly used term for a rate that includes all charges is
“net inclusive.” Contracted rates that do not include these charges are
commonly referred to as “plus-plus” (Net ++), the first “plus” being the taxes
due, and the second “plus” being the service charge. These are normally a
percentage of the base rate.
Each supplier has its own reservations policies and procedures. These must
be and are usually clearly spelled out in the contract agreement. The
conditions to keep in mind are: option dates, cancellation penalties,
amendment policies, cut-off period, deposit payments and revisions.
An option date is a date preset by the supplier, by which time the tour
operator must firm up or cancel a confirmed reservation.
CUT-OFF PERIOD
Some suppliers grant tour operators free sale facilities. Free sale means that
a number of seats, beds, rooms and the like are allocated to a particular tour
operator to sell within a period of time leading to a cut-off date. Upon
reaching the cut-off date, the unsold seats, beds, rooms and the like
automatically revert to the control of the supplier. The tour operator may no
longer sell these after the cut-off date. Unlike an option date/time which is
given at the time of booking, the cut-off date is preset when the negotiations
for allocations are undertaken.
DEPOSIT PAYMENTS
The contract agreement specifies the form of payment (e.g. cash, company
check, bank draft) and currency. It also specifies when payment is due (e.g.
“upon check-out”) and if credit lines are extended, the amount and time limit
to pay up is spelled out (e.g. P1000,000 or thirty days, whichever comes
first.)
Cover charges in restaurants and discos are inclusive of tax. The minimum
charge policies of some disco houses, and pubs are subject to tax and, in
most cases, service charge.
APPLICABLE CONCESSIONS
COSTINGS