COMPETENCY-BASED LEARNING MATERIAL

Sector: TOURISM
Qualification Title: TRAVEL SERVICE NC II
Unit of Competency: CREATE TRAVEL RELATED RESERVATION AND
TRANSACTIONS

Module Title: CREATING TRAVEL RELATED RESERVATION AND TRANSACTIONS

Name of your School: METRO DUMAGUETE COLLEGE, INC.

E.J. Blanco Drive Ext., Daro, Dumaguete City
Negros Oriental, 6200

Data Gathering Instrument for Trainee’s Characteristics

Please answer the following instrument according to the characteristics described
below. Encircle the letter of your choice that best describes you as a learner. Blank
spaces are provided for some data that need your response.
Name:
Characteristics of Learners

Language, literacy Average grade in Average grade in

and numeracy
English: Math:
(LL&N)
a. 95 and above a. 95 and above
b. 90 to 94 b. 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
a. 75 to 79 e. 75 to 79
Cultural and Ethnicity/Culture:
language a. Cebuano
background b. Igorot
c. Ibanag
d. Gaddang

Characteristics of Learners
e. Muslim
f. Ibaloy
g. Others (please specify)
 Education & Highest Educational Attainment:
general a. High School Level
knowledge b. High School Graduate
c. College Level
d. College Graduate
e. With units in Masteral level
f. Masteral Graduate
g. With units in Doctoral Level
h. Doctoral Graduate
Sex a. Male
b. female
Age Your age:

Physical ability 1. Disabilities (if any)

2. Existing Health Conditions (Existing illness if any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others (please specify)

Previous a. Assistant Baker

experience with Number of years as an assistant baker: 2 years
the topic

Previous learning List down relevant trainings:

experience None

Learning styles a. Visual - The visual learner takes mental pictures of

information given, so in order for this kind of learner
to retain information, oral or written, presentations of
new information must contain diagrams and
drawings, preferably in color. The visual learner
cannot concentrate with a lot of activity around him
and will focus better and learn faster in a quiet study
environment.
b. Kinesthetic - described as the students in the
classroom, who have problems sitting still and who
often bounce their legs while tapping their fingers on
the desks. They are often referred to as hyperactive
students with concentration issues.
c. Auditory - a learner who has the ability to remember
speeches and lectures in detail but has a hard time
with written text. Having to read long texts is
pointless and will not be retained by the auditory

Characteristics of Learners

learner unless it is read aloud.

d. Activist - Learns by having a go.
e. Reflector - Learns most from activities where they can
watch, listen and then review what has happened.
f. Theorist - Learns most when ideas are linked to
existing theories and concepts.
g. Pragmatist - Learns most from learning activities that
are directly relevant to their situation.
 Other needs a. Financially challenged
b. Working student
c. Solo parent
d. Others (please specify)

FORM 1.1 SELF-ASSESSMENT CHECK

INSTRUCTIONS: This Self-Check Instrument will give the trainer data or information
which is essential in planning training sessions. Please check the
appropriate box of your answer to the questions below.
BASIC COMPETENCIES
CAN I…? YES NO
1.Participate in workplace communication
1.1 Obtain and convey workplace information
1.2 Complete relevant work-related documents
1.3 Participate in workplace meeting and discussion
2. Work in a team environment
2.1 Describe and identify team role and responsibility in a team
2.2 Describe work as a team member
3.Practice career professionalism
3.1 Integrate personal objectives with organizational goals
3.2 Set and meet work priorities
3.3 Maintain professional growth and development
4.Practice occupational health and safety
4.1 Evaluate hazard and risks

BASIC COMPETENCIES
CAN I…? YES NO
4.2 Control hazards and risks
4.3 Maintain occupational health and safety awareness

COMMON COMPETENCIES
CAN I…? YES NO
1. Develop and update industry knowledge
1.1 Seek information on the industry

1.2 Update industry knowledge

2. Observe workplace hygiene procedures
2.1 Follow hygiene
2.2 Identify and prevent hygiene risks
3. Perform computer operations
 3.1 Identify and explain the functions, general features and
capabilities of both hardware and software
3.2 Prepare and use appropriate hardware and software according
to task requirement
3.3 Use appropriate devices and procedures to transfer files/data
3.4 Produce accurate and complete data according to the
requirements
3.5 Maintain computer system
4. Perform workplace and safety practices
4.1 Practice workplace safety, security and hygiene systems,
processes and operations
4.2 Respond appropriately to faults, problems and
emergency situations in line with enterprise guidelines
4.3 Maintain safe personal presentation standards
5. Provide effective customer service
5.1 Apply effective verbal and non-verbal communication skills to
respond to customer needs
5.2 Provide prompt and quality service to customer
5.3 Handle queries promptly and correctly in line with
enterprise procedures
5.4 Handle customer complaints, evaluation and
recommendations

CORE COMPETENCIES
CAN I…? YES NO
1. CREATE TRAVEL-RELATED RESERVATIONS AND TRANSACTIONS

CORE COMPETENCIES
CAN I…? YES NO
1.1 Administer client file and identify booking requirements
1.2 Request services
1.3 Record request and confirmation
1.4 Update and finalize bookings
2. PROVIDE ASSISTANCE IN TRAVEL DOCUMENTATION PREPARATION
2.1 Prepare and assist client’s passport application
2.2 Assist client in securing visa and/or permits for country of
destination and transit points, as applicable
2.3 Assist client’s in securing immigration clearance application for
travel abroad
2.4 Provide assistance in securing additional requirements for travel
3. ISSUE INTERNATIONAL AIR TRANSPORT ASSOCIATION (AITA)-BILLING
SETTLEMENT PLAN (BSP) DOCUMENTS AND OTHER PASSAGE DOCUMENTS
3.1 Gather the necessary information and other travel related data
3.2 Perform sales and service tasks
3.3 Issue tickets, Multi-Purpose Documents

3.4 Network for latest fare and staff information

 SESSION PLAN

Sector : Tourism
Qualification Title : TRAVEL SERVICES NC II
Unit of Competency : CREATE TRAVEL-RELATED RESERVATIONS AND TRANSACTIONS
Module Title : CREATING TRAVEL-RELATED RESERVATIONS AND TRANSACTIONS
Learning Outcomes:
1. Administer client file and identify booking requirements
2. Request services
3. Record request and confirmation
4. Update and finalize bookings
A. INTRODUCTION - This unit deals with the skills and knowledge required to make and administer bookings for tourism or hospitality products
and services. It describes the coordination of bookings with suppliers, normally a business to business transaction.
B. LEARNING ACTIVITIES

LO 1: Administer client file and identify booking requirements

Learning Content Methods Presentation Practice Feedback Resources Time

● Self-paced learning
1.1-1 Customer Service Read information sheet Answer self-check Compare answer
● Oral Questioning • Module
1.1-1 1.1-1 sheet with the
● Discussion • Syllabus 6 Hours
answer key 1.1-
Customer Service Customer Service
1 • Internet

Customer Service
LO 2: Request Service
 • Module
1.2-1 Reservation Read information sheet Answer self-check Compare answer 6 Hours
● Self-paced learning • Syllabus
Through Internet, Travel 1.2-1 1.2-1 sheet with the
Documents, Currencies, ● Oral Questioning answer key 1.2- • Internet
● Discussion Reservation Through Reservation
Heath and Security 1
Internet, Travel Through Internet,
Documents, Travel Documents, Reservation Through
Currencies, Heath and Currencies, Heath Internet, Travel
Security and Security Documents,
Currencies, Heath
and Security
LO 3: Record Request and Confirmation

• Module
1.3-1 Reservation and Read information sheet Answer self-check Compare answer 6 Hours
● Self-paced learning • Syllabus
Administration, Terms 1.3-1 1.3-1 sheet with the
and Conditions, The ● Oral Questioning answer key 1.3- • Internet
● Discussion Reservation and Reservation and
Language of 1
Administration, Terms Administration,
Accommodation
and Conditions, The Terms and Reservation and
Language of Conditions, The Administration,
Accommodation Language of Terms and
Accommodation Conditions, The
Language of
Accommodation
LO 4: Update and Finalize Booking

• Module
1.4-1 Tour Booking Read information sheet Answer self-check Compare answer 6 Hours
● Self-paced learning • Syllabus
Conditions and 1.4-1 1.4-1 sheet with the
Limitation of Liability, ● Oral Questioning answer key 1.4- • Internet
● Discussion Tour Booking Tour Booking
Tour Brochures and 1
Conditions and Conditions and
Price Quotations, and
Limitation of Liability, Limitation of Tour Booking
Reservation and
Accounting Procedure Tour Brochures and Liability, Tour Conditions and
Limitation of Liability,
 Price Quotations, and Brochures and Tour Brochures and
Reservation and Price Quotations, Price Quotations, and
Accounting Procedure and Reservation Reservation and
and Accounting Accounting
Procedure Procedure
C. ASSESSMENT PLAN
• Written Test
• Performance Test
• Oral Questioning
D. TEACHER’S SELF-REFLECTION OF THE SESSION
 HOW TO USE THESE COMPETENCY–BASED
LEARNING MATERIAL

Welcome!

The core unit of competency, "Create travel related reservation and

transactions", is one of the competencies of Travel Services NC II, a course which
comprises the knowledge, skills and attitudes required for a TVET trainee to possess.

The module, Creating travel related reservations and transactions,

contains training materials and activities related to preparing Commentary and
Itinerary.

In this module, you are required to go through a series of learning activities in

order to complete each learning outcome. In each learning outcome are Information
Sheets, Task Sheets, Job Sheets and Operation Sheets. Follow and perform the activities
on your own. If you have questions, do not hesitate to ask for assistance from your
facilitator.

The goal of this module is to develop your practical skills. You must learn the basic
concept and terminologies to gain these skills. For most part, you will get this information
from the Information Sheets.

This module will be your source of information as you acquire knowledge and
skills in this particular competency independently and at your own pace with minimum
supervision or help from your trainer.

You will be given opportunities to ask questions and practice on the job. Make sure
you apply your new skills during regular work shift. This way you will improve both your
speed and memory as well as your confidence.
Reminder:

 Read Information Sheet, Perform Task Sheet, Job Sheet or Operation Sheet until you
are confident that your outputs conform to the Self-Check (Answer Key) and
Performance Criteria Checklist. Suggested references are included to supplement the
materials provided in this module.

 When you feel confident that you have had sufficient practice to achieve competency,
perform and submit output of the Task Sheet, Job Sheet or Operation Sheet to your
facilitator for evaluation and recording in the Accomplishment Chart. Output shall
serve as your portfolio during the Institutional Competency Assessment. When you
feel confident that you have had sufficient practice, ask your trainer to evaluate you.
The results of your institutional assessment will be recorded in your Progress Chart.

You must pass the Institutional Competency Assessment for this competency
before moving to another competency. A Certificate of Achievement will be awarded
to you after passing the evaluation.

You need to complete this module before you can perform the module on
 Information Sheet 1.1-1
Customer Service

Learning Objectives:
After reading this Information Sheet, you should be able to:
● Identify key elements of the role of a “positive-impact” travel agents;
● Stress the parts of VIP Service to make a customer feel important;
● State methods for responding effectively to customer needs;
● Identify effective interpersonal skills for handling upset customer;
● Recognize sources of stress, and methods for coping with stress;
● Define the difference between “being served” and “feeling served”;
● State the purpose of a service organization;
● Define “really good service”; and
● Explain the interface between the customer and the travel agent.

The Foundation: What Does the Travel Agent Do?

Being polite and friendly are attributes that provide a very solid foundation on
which to build excellent customer service. While travel agents may rely successfully on
this intuitive skills in dealing with most customer, and added edge is obtained by using
knowledge of proven customer-contact techniques.
In case of angry, upset or otherwise difficult customer, a degree of
assertiveness, which does not come easily to many people, helps to maintain control of
a difficult situation.
Your role is the behavior resulting from a combination of two types of behavior.
One type is being more or less assertive; the other is being more or less sensitive to
others.
Our goal is to be able to apply positive customer-contact techniques to improve
the interface with most customers, allowing them to “feel served” as opposed to simply
“being served”. This “feeling served” approach will help you to retain the customer, and
will spread a positive; “word-of-mouth” reputation.
The travel agents behavior is critical as an influence upon the reaction of the
customer. You will learn to adjust to being more or less assertive (not aggressive), and
being more or less sensitive with each individual customer.
By adapting your behavior, you will see a reaction from your customers that
indicates a high level of satisfaction with the treatment they are getting from - they will
“feel served”, and will probably come back for more of your good service. Also, they will
tell friends and relatives and your business will grow.

Types of Customer
Customers are broadly categorized into:
● Leisure travelers
● Business travelers
 Leisure travelers are customer who may want to travel. However, they may also
use their disposable income to buy other products or services. Hence, the role of a travel
agent is to turn a prospective leisure travelers, budget is an important factor when
making a decision.
Business travelers on the other hand have to travel and time is of the essence -
they want effective attention to their needs.

What is the Purpose of your Travel Agency?

The purpose of your agency is to be “attentive and responsive” to customer
needs. If there are no customers, there is no business! They are the only reason your
agency exists. Everything else (profit, expansion) happens because of the presence of
customer.
It is extremely easy to lose customers, and very difficult and expensive to replace
those you lose. If you are not attentive and responsive to the needs and expectations of
your customers, they will take their business to someone else. They always have the
choice. Their money goes to where service exists!
As traditionally stated, your role is to “satisfy customer needs”. However, your
role is not just to satisfy the needs of your customer; it is to “response professionally” so
customers “feel served”, and are happy to deal with you again, even if they did not get
exactly what they wanted.
Refer back to the “Overview” in the Introduction to this reading materials. When
you are doing “sales” type work, your goal is to “keep customers”.
This is done when you are able to respond professionally by using interpersonal
skills to keep customers happy with the service provided (basically, your reaction with
the customer). This is your role “positive-impact) service provider.
This is what the course content will review. You can see the possibility that
customers may well express needs that you have hope of ever satisfying - no matter how
competent you are. Being a “professional” means you are able to take initiative with
customers. So, having data about their preferences is the first step in talking the
initiative.. When you know what they want, it is easier to provide really good service,
since you are able to “ respond professionally”, and to have a positive impact.

Importance of Customer Service Compared With Other Industries:

● The travel agents success is based upon selling an abstract product, I.e.., service.
● This role is challenging - to respond professionally so customers will return and bring,
or recommend, friends and relatives.
Customer are:
● The most important persons in any organizations;
● Not dependent on us; we dependent on them;
● Not an interruption of our work; the purpose of it;
● Doing us a favor by asking for our help; we aren’t doing them a favor by providing
service;
● Not outsiders to our organizations; they are part of it;
● Not cold statistics; they have feelings and emotions;
● Not persons with whom to argue or match wits;
● Persons who have needs; our job is to respond to them;
● Persons who deserve courteous and attentive treatment;
● The purpose of our work; they are the persons who account for our income; without
them, our business would suffer;
● The lifeblood of every organization

The High Cost of Losing a Customer

The Technical Assistance Research Program Inc. Located in Washington D.C. report
that:
● On average, for every customer who bothers to complain, 26 others with problems
remain silent.
● The average “wronged” customer will tell 8 to 16 people (over 10% tell 20 or more).
● 91% of unhappy customer will not purchase from you again.
● If you make an effort to remedy customer’s complaints, 82% to 95% will stay.
● It costs about five times as much to attract new customers as it costs to keep old
ones.

What is Really Good Service?

It is not a single event; it is a process that requires active, willing and competent
participation of all employees.
Service that is customer-driven (that is, the customer’s perspective influences
decision making by the agency) will allow customer to experience more than simply:
being served” Their satisfaction is the ultimate measure of your success in having a
positive impact.
Customer want to do business with people who make them feel good about
themselves and their decisions. The way you help to solve a dilemma is just as important
as its outcome, because it will determine the outcome. One way is to maintain a file on
each customer’s preference which include things like:
● Perhaps they prefer small hotels;
● Perhaps they prefer cheaper charter rate;
● Perhaps they prefer to travel at certain times of the year so you could be on the look-
out for “deals” for them;
● Perhaps they prefer you to deliver their tickets to their home.
Having “technical competence” gives you the ability to provide service so that the
customer is “being served”. Having “interpersonal competence” gives you the ability to
provide service at a level where the customer’s actually “feel served”.
Each employee is part of the chain of events that end in the customer’s decision
as to whether the service was good or bad - this linkage is the basis for really good
service. The customers experience really good service when they receive more than they
expect. Providing service at this level to a customer rewards you with a feeling of
accomplishment and satisfaction in your work. When you have information (a customer
profile) your contact with customers is based upon your knowledge of their preferences.
 This makes the difference between coming home after a busy day and being
energized instead of upset. When you use practices that help you to work with
customers, you satisfy both the customer and yourself

Where Does Service Exist?

It is the interface (contact) between a customer and a travel agent. When
customers make their assessment of the service received, it is moment of truth for the
travel agency.
Service may take five seconds, five minutes or half an hour. Whatever it takes, it
is critical to the success of the agency. Also, it occurs at each involvement the customer
has with all the employees of the agency, so it is repetitive and cumulative.
Thus, the customer’s opinion of your service is always a consideration. You are
continuously on trial for your reputation, your job and life of your agency.
Determine each contact point a customer may have with the service offered by
your organization: the initial phone call, the first visit to your premises, follow-up visits,
and even the contact made by friends and colleagues of your customer. Service is the
best form of advertising when properly in place.

What are the Parts of the Process of Providing Customer Service?

Since customer are VIP’s in regard to the success of the agency, we must develop
an understanding of how to respond professionally so they feel served at the VIP level.
When customers come to you, they bring certain “hopes and expectation: that the
service provider:
● Will be attentive and friendly.
● Will listen effectively.
● Will be able to deliver and service.
● Will be able afterward to provide follow-up and solve problems.
To apply VIP set of Practices to each customer, the travel agent will follow the
sequence of steps for “A VIP” Process of service, involving the following four components:
● Acknowledge the customer.
● Validate (determine) the needs or expectations of the customer.
● Identify what you can do, and do it.
● Provide support the follow-up to the customer

Acknowledge the Customer

The following lists identify things to observe, and steps you can take to ensure you to
properly acknowledge the presence of the customer. This will allow you to get a good star
in dealing with your customer, and in creating a good first impression.
a) Focus on the customer, and pay attention to:
* Tone of voice (serious or happy)
* Volume of speech (loud or soft)
 * Speed of speech (slow or fast)
* Dress, manner and bearing.
The image of being an agency that supports customer focus in enhanced
by:
* Greeting them with a friendly, hospitable statement.
* anticipating their needs by Active Listening and Questioning.
* showing empathy to their expectation.
* using product knowledge to support their needs.
* attending to customers by using positive body language.
* referring them properly to someone who can help if you are unable to do so.

Receive the customer and be aware of:

*the agency’s structure, policies, procedures, rules and practices.
*the highlights of the services provided by your agency.
*how your services relate to their needs and interests.

And, to be sensitive to your customer needs, you must be able to:

*quickly acknowledge a customer’s presence.
* use your name (when appropriate).
* use the customer’s name when you are able.
* stop other activities (customer focus).
* provide undivided attention to the customer.
* make eye contact (as culturally appropriate).
* be friendly and show interest.

Listen and establish rapport by using:

* Listening technique (active, selective and responsive).
* questioning technique (open and closed).

As stated by Rebecca Morgan in Calming Upset Customer, some experts claim we

make decisions about people within the first four seconds of our meeting them. Bay
Alexander, president of Professional Impact in Santa Cruz, California says:
“If you are in position where you are likely to interact with angry customer, you have
a chance to use your image as an effective tool. “
You can use your image to signal your power, control, knowledge, and composure. If
you dress inappropriately, or too casually for your position and business, customers are
more likely to push to get their way. They may want to call for a higher authority if they
do not like your response.
You only get one chance to make a good first impression.
Rebecca Morgan comment in Calming Upset Customer that”
“Personal presentation is one of the things that can irritate upset persons. If they feel
your grooming and dress are unprofessional or inappropriate, they are more likely to be
aggressive with you. “
The following areas of personal presentation, may have a negative influence on an
upset person. Make sure you:
*hair is clean, brushed or combed.
*makeup is applied neatly and moderately.
*clothing is pressed, neat, clean, and in well-tailored.
*hands and fingernails are clean; no chipped polish.
*face is shaved or mustache/beard is neatly trimmed.
*stocking are run free.
*breath is fresh.
** Customers report that most frustrating aspect f service is the failure of service
providers to quickly acknowledge their presence. Use your ability to focus upon the
customer, and greet hem effectively by listening to establish good rapport and create
first impressions that work positively.

Validating the Customer’s Needs

Use Listening Techniques
People tend to rate “listening” as most important communication skill we have never
been taught. The following three types of listening techniques are practical illustrations
of different approaches to ensure you pay attention to the customer.

Active Listening Techniques

NON-VERBAL VERBAL
Smile “ I see “
Eye Contact “ Uh-huh “
Nodding your head “ I understand “
Taking notes “ Interesting, please go on “

1. Active Listening: You can be active by your body language (non-verbal”, and by
speaking (verbal).

Note:
The Travel Agent must always be sensitive to local customs in regard to non-verbal
techniques.
2. Selective Listening: You can select facts that appear more appropriate, and ask
questions to obtain precision. Sample phrases:
a) To get back to what you were just saying
b) If we concentrate on the aspect you mention before
c) You said at the beginning that
3. Responsive Listening: This allows you to demonstrate empathy, care and interest. Use
paraphrasing to assure your understanding of the situation. Sample phrases.
a) In other words
b) Let me see if I understand
c) What I think you mean is and end by asking a verification question, such as:
d) Is that it?
e) Is this right
f) It is more or less what you just said?
Use Questioning Techniques
You are faced with two types of situations with customers in which you may want
to:
1. Collect specific facts, data or information to be able to better serve the customer
better.
2. Collect information about the customer’s preferences, interests and wishes.
You will see closed-ended questions for a) closed-ended questions and for b) open-
minded questions.

Used To ● Facts ● Feelings, beliefs

Obtain
● Short answer ● Longer answer
When To Use ● To concentrate the discussion ● To widen the discussion
● To focus attention on a specific ● To open up new topics of
point discussion
● To eliminate unimportant ● To better understand the
topics person’s needs
● To verify accuracy ● To continue the discussion
Examples ● What is your name? ● What seems to be the problem
● Where did you last study? ● What are you future plans?
● Was is sent yesterday? ● In what part are you
interested?
● How long do you expect it will
take? ● Give me an example of
Reaching Agreement
Joint input and discussion lead to a decision on how to proceed in order to satisfy
the customer, and in a manner the travel agent can implement.

Identify What You Can Do for the Customer, and Do it

Offering a solution or solutions may seem fairly easy. Offering the proper solution
that will best respond to your customer’s needs must be done using the following
process:
● State the solution
● Show the features (of the product or service)
● Highlight and sell the benefits (those things that are important to the customer)
Providing Support: Greatest impact “VIP Service)
Here the travel agent must review the possible solutions with the customer. If the
customer that not response to the solutions offered, go over the details again and make
certain you obtain step-by-step agreement.
Here are a few approaches that may be if some help:
● Paraphrase the customer’s request
● Have a customer write down the information you provide
● Ask the customer to repeat the key points
● Have the customers state his/her solutions
A good opening statement with customer helps to create a good climate,, and a
good closure with them will mark the different between barely satisfied and enthusiastic.
Providing “product knowledge” is often a key to giving good support to customers.
Ask customer how you can provide more information about your products and services.
 Self-Check 1.1-1
IDENTIFICATION

1. Is a major economic activity for any country and the travel and tourism industry
affects the country doing social, cultural and economic change in the country?
2. On the other hand have to travel and time is of the essence - they want effective
attention to their needs.
3. Are customer who may want to travel? However, they may also use their disposable
income to buy other products or services.
4. This allows you to demonstrate empathy, care and interest.
5. You can select facts that appear more appropriate, and ask questions to obtain
precision

ESSAY. 5 POINTS EACH

1. Why is it important to provide a good customer service to client?

2. As a travel agent what will be your approach to angry customer?

ANSWER KEY
1. Tour and Travel
2. Business Travelers
3. Leisure Travelers
4. Responsive Listening
5. Selective Listening
 Information Sheet 1.2-1
Reservation through Internet, Travel Documents, Currencies, Health and
Security

Learning Objectives:
After reading this Information Sheet, you should be able to:
● Discuss reservation through internet conditions and associated liability; and
● Identify and explain the what is the purpose of Travel Documents;
● Recognize the currencies in the different countries; and
● The Importance of a Heath and Security.

In just over a decade, the internet has swept through our lives dramatically
changing the way we research, learn, purchase, and sell. And it has an especially
profound effect on the travel industry. By certain criteria, travel is the number one
product sold on the Net. So let’s take a look at how travel and the Internet interrelate, as
well as what we might expect from it in the future.

WEB SITES
If you were to access the Internet right now and enter the word travel into your
search engine, the results would be millions of sites. If you began sifting through them,
though, you’d see a pattern emerge, with certain categories of sites predominating.
Some are great for consumers, others are more valuable for travel professionals, and
many are useful to both. Here’s an overview of the principal types of sites you’ll find:
1. Information only sites - These provide you with details on places, products and
data (e.g. weather forecast and maps) almost always with links to other relevant
sites. The most obvious ate those sponsored by DMOs, governments, and travel
industry professional organizations. You’ll encounter all sort of unexpected, highly
useful Web-based sources of travel-related information, and even sites that
individuals have created as a hobby. Remember: The accuracy of amateur sites is
wildly unpredictable. Unlike print-based resources, anybody can publish anything
on the Web, accurate or not.
 2. Opinion sites - Information can easily slide into subjectivity on the Web, with
expert or self-proclaimed experts giving their views on everything about
destinations and products. Should you take a cruise on carnival or Royal
Caribbean? What the best buffet in Las Vegas? There’s somebody, somewhere on
the Web, ready to give you their views on each of these subjects and more.
Opinion sites, which may be subsections of other kinds of sites, can be helpful
when planning trip, but the reviews should be taken with grain of salt. After all, do
the reviewers’ values match yours? A variation of the opinion site is chat rooms,
where you can seek or exchange opinions with others.
3. Supplier booking sites - As you’ve learned, certain types of suppliers especially
airlines, can rental agencies, and lodging group aggressively try to sell travel
directly to customers. Such suppliers that the Net provides a cost-efficient easily
up-dates way to distribute their product. Most cruise and tour operators also have
on-line booking engines, but they find that the buying public usually visits their
sites to research, not to buy. As you’ve learned, such products are more
experiential and complex, so travelers usally want guidance along with the
research they’ve done before making a purchase decision. That counseling usually
comes from travel agent. A few tour companies have no public booking engine on
their site at all.
4. Travel Agency sites - Travel agents swiftly realized that to survive they had to
embrace Wed-based technology. Many traditional agencies, even small ones, now
have Web sites. In some cases, these sites provide information only and
recommended that you contact the agency by phone, e-mail, are visit to their
office. Other such as Expedia, Travelocity, and Orbitz exist almost purely online.
Most agencies, though, are “brick and click” versions that allow bookings both
online and through travel agent, either over the telephone or in traditional walk in
office
5. Auction sites - These companies permit consumers to bid on travel. You enter a
price you’re willing to pay for a certain generic travel product (e.g. car rental), the
site then tells you if your bid has been accepted and with which supplier. Do
bidders know if they’re getting the travel product at a good price? Only if they’re
extremely well and form about current pricing. The most famous travel auction
site is.

STANDARD TERMINOLOGY OF WEB-BASED TECHNOLOGY:

1. Booking Engine - a function that enables to make Wed-based reservations in
real time.
2. Browser - software that permit to access and retrieve documents on the Web.
3. FAQs - a list of Frequently Asked Questions that consumers are likely to want
answer to.
4. Homepage - It is the first page you see on a Web site. It is usually gives some
basic information and has topic you can click on for a deeper information and for
booking.
5. Hyperlink - graphic or series of words that, if you click on it takes you to
another site.
6. Internet - a global system of computer networks that enables you to access and
communicate with any other computer connected to it.
 7. Search engine - an on-line program that look for site containing words, words
combinations, subjects and other information that match what you have indicated
you want to know more about.
8. Uniform Resource Locator (URL) - is the “address” of the web site.
9. World-wide Web - a system within the Internet that organizes information, both
text and visuals, into the pages that can easily be retrieved and displayed.

STRENGTHS ORF WED-BASED TECHNOLOGY:

1. It gives access to vast storehouses of knowledge. You can find out almost
anything on the NET, with plenty about travel-related issues. In fact, there’s so
much information that it can be overwhelming.
2. It is convenient. You can research and buy from your home or office, 24/7 plus,
you’ll rarely be kept waiting on hold or at an office
3. There’s no sales pressure. You rarely feel that someone is manipulating you into
buying, and sites is infinitely patient.
4. It is interactive. The give and take between the customer and the site is quick,
flexible and accurate.
5. It is visual. Our society has become increasing visual. Web sites can provide
virtual tour of hotels, live broadcasts from cruise ships and all sorts of other
visuals the kind that motivate consumers to buy
6. It can be entertaining. Web sites lend themselves useful when selling leisure
travel.
7. It communicates regularly. If you agree to put on a suppliers email list, you’ll
receive special announcements, perhaps a newsletter, and alerts on a special
offers.
8. It can customize. If you volunteer information about yourself to a company’s
data based, it can create a profile that will permit notifications to you of product
offers tailored to your tastes.

WEAKNESSES OF WEB-BASED TECHNOLOGY:

1. It can’t “solve: complex trips very well. Complicated FITS defy technological
solution. Unless the consumers are really adept at manipulating web-based
resources or the site is extremely user-friendly, it’s hard to assemble a multi-
component trip on the Internet.
2. It’s potentially time consuming. Although the Internet appears to save time, in
fact it can overload you with so many choices and so much data that you don’t
know where to begin. Buying travel via an inefficiently designed booking engine
may take longer than a phone call to a supplier reservationists or a travel agent.
3. Privacy and security are still an issue. Many people continue to feel
uncomfortable with giving personal information and or a credit card number to a
“faceless” impersonal system.
4. Information is often dated. From a supplier point of view, one of the Internet’s
strengths is that information can be easily updated. This makes it superior to
printed brochures. The reality is that many supplier fail to keep their sites current.
 5. It deals poorly with after purchase problems. If something goes wrong, there’s
often no one to call or at least it’s difficult to find information on how to get a live
person for help.
6. In transacts superbly, but counsels poorly. Computer are good at asking closed-
ended questions such as who, what, when, where, how and how long. Computer
programmers are hard at work trying to create a “virtual” travel agent. To some
extent, they almost surely will succeed. But equally certain is the fact that
researchers have, from the beginnings of computer technologies and have
repeatedly failed. A skilled travel counselor will, for the foreseeable future, be able
to outshine any automated qualifying program.

CROSSING BORDERS DOCUMENTS:

When traveling internationally, people must cross borders. Sometimes that
process is easy, sometimes hard; and for it all to work, the travelers must have that
proper document with them. We won’t go into detail here about all the rules, regulations,
fees and time requirements associated with each, because this can change and are
readily accessible through government Web sites:
1. A passport - is a document that a nations government issues to one of its
citizens to establish that person’s identity and nationality. Most countries require a
travel to show a passport to enter their boarders. Certain countries permit
travelers to prove their citizenship through document other than passports, such
as birth certificate, certificate of naturalization, or even an expires passport. A
driver’s license or social security card does not prove your citizenship and thus
doesn’t suffice. U.S. residents who are not citizens must have their residency
cards (green cards) to reenter the United States.
2. A visa - is a stamp. Imprint, or a piece of paper inserted into traveler’s passport,
place there by a foreign government, which indicates that the passport’s owner
may enter and pass through the country that issued it. In other words, it is an
additional step that travelers must take before they can visit certain countries.
(Not all nations require them, others require them for people coming from only
certain countries.) Some governments for security purposes, wish to do a
background check, in advance, of everyone who crosses their borders. Others use
visas as an extra form of revenue. Still others do it for political reason. For
example, if the US government requires people from nation A to have a visa
before coming to the United States, then nation A may retaliate by doing the
same to Americans wo intend to visit its country.
Kinds of visas:
1. Student visa
2. Business visa
3. Tourist visa
3. A tourist card - is a form that’s used instead of or in addition to a passport for
entry into certain countries. Filled out just in advance of arrival, the tourist card
must be carried by travelers during their trip and surrendered upon leaving.
4. An international drivers permit (IDP) - is version of your own driver’s license
translated into multiple languages. Although it’s not really required for driving in a
foreign country it becomes valuable in the event that you must deal with a non-
English-speaking traffic officer, because he or she will probably be able to
decipher at least one language on the IDP. IDP’s are issued by auto clubs such as
AAA.
IMMIGRATION AND CUSTOMS
Immigration and customs are integral to any trip where crossing borders is
involved. But international travelers often confuse immigration and customs.
Immigration is the process by which a government official control movement of
people across its borders. It verifies a person’s citizenship through a passport, visa or
other documents. Most countries try to move travelers through this process quickly,
reserving more or reside for an extended period. If a person’s documents are incomplete,
the process will be a long one.
Customs is he procedure by which government agents inspect luggage and other
goods entering a country to check for forbidden items (e.g. narcotics), or restricted
ones (e.g. certain kinds of fruits). if the traveler is returning home, customs assess
whether duties or taxes are due on items purchased on the trip.
A duty is a fee imposed on items purchased abroad). Generally, a U.S. resident
may bring back up to $800 worth of items duty free. In some cases, that “personal
exemption” is higher or lower and certain items may be duty free and therefore won’t
count toward the personal exemption. Customs regulations are complex and change
frequently. For up-to-date U.S. information, you should check the U.S. customs Web site.

COST, CURRENCIES AND EXCHANGE RATES

Each country prints its own money, usually called its currency. In few cases,
multiple countries use the same currency e.g. the European countries that use the Euro).
Each major unit of currency has a name. For instance in the United States - dollar, for
Japan - yen, for Mexico - peso. These units of the currency are usually further subdivided
into smaller units, such as the U.S. cent.
This is very important because anyone traveling to foreign place will encounter
prices in local currency and must interpret what that translates to. For example if it costs
20,000 yen take a taxi from Narita airport to downtown Tokyo, is that expensive? Yes,
very expensive. It’s about US$ 180.
One way to check the official U.S. cost of living statistics for U.S. and worldwide
cities. Although this information is intended for government workers, it reflects very
much too current corporate costs’ worldwide.

Here are five guidelines that can also help you:

1. Big, sophisticated cities are generally more expensive to visit than smaller or less
visited ones. Tokyo, New York City, London, Paris - these typically have expensive lodging,
dining and other travel-related costs (and non-travel-related costs, too).
2. Rural or suburban areas tend to be less expensive than urban one. This applies even
to be environs of major cities. Lodging that’s just few miles outside Chicago is much
less (pricey than in Chicago itself.
3. Cities with many business travelers cost more than those that attract mostly leisure
travelers. That’s why Las Vegas and Orlando although, they are big cities, cost less than
Los Angeles and Atlanta do. It’s because leisure travelers, as you’ve learned are more
price-sensitive than corporate ones. (After all, for business travel, usually someone else is
paying).
4. Third world countries have lower overall costs, comparatively, than others do. In
nations such as Turkey, Indonesia, and Honduras, almost everything is a bargain for
visitors at least those from industrialized countries like ours.
5. It depends on the currency exchange rate. And to explain this, let’s devote at least a
few special paragraphs to exchange rates as follows.

EXCHANGE RATES
The whole issue of currency value is a complex mysterious one. All sorts of
elements affect the value of nation’s currency, including political factors (is the
government stable?), economic issues (how productive is its industry?), whether inflation
is under control (are prices on day-today items going up fast?), how much debt the
country has, and a host of other hard-to-figure-out things. In other words, it’s not unlike
the stock of a company.
The exchange rate between two countries (I.e. what one nation’s currency is
worth in other nation’s currency is worth in others, if I want to buy something that cost
60 reals in Brazilian currency, how many U.S. dollar id that? Fortunately, it’s easy to find
out each day, the business sections of major newspapers publish the accepted exchange
rates for that day, for virtually every major currency. So do many Web sites. Armed with
this information, here’s how to do the currency conversion:
To convert foreign currency into U.S. dollars: take number of foreign currency
units. If this sounds as complicated as the International Date Line, don’t fret. You can
enter U.S. or foreign currency figures into online currency calculators and find their
monetary equivalent without having to do the math yourself. Many travel o luggage
stores sell little pocket currency converters that enable you to figure things out quite
easily. Also, keep in mind that is lightly different than the “official” ones. The reason is
because they must earn a profit for the trouble of exchanging the money, so they
readjust the rated to their favor. Some also charge an additional commission.
So how do you deal with money when visiting foreign countries?

Here are four options:

1. You can pay with cash in U.S. dollars. It’s rather astonishing, but the U.S. dollar
is so respected worldwide that people in many countries are willing to take it for
payment. However. The probability of getting cheated is rather large. In general,
it’s a bad idea to pay in U.S. dollars, except in those few countries (especially
Caribbean) where even the locals use the U.S dollars as an alternate form of
everyday currency.
2. You can pay with cash in foreign currency. This certainly works well except that
it’s easy at first to confuse the value of unfamiliar paper money and coins), but to
get that foreign currency cash, you must do one of the following first:
a) Convert your dollars into foreign currency at a U.S. bank before you leave
b) Convert your dollars into foreign currency at the country’s bank when you
get there. Most foreign banks will exchange U.S. dollars.
c) With your debit and credit cards, use an ATM to withdraw foreign cash
when arrive. This is efficient and usually offers the best exchange rate.
But you need to know the value of local currency before you do it, or you
may unintentionally withdraw thousands of U.S. dollars’ worth of foreign
currency without realizing it.
 d) Convert your dollar into foreign currency at the hotel. This might not work
if the hotel doesn’t have a lot of foreign currency. Also its exchange rate
will probably not be very good.
e) Convert your dollars at a currency exchange bureau before leaving. These
bureaus are often located at airports and, in some major cities, in
downtown locations
f) Convert your dollars at a currency exchange bureau when you get there.
Currency exchange bureau are when you get there. Currency exchange
bureaus are much more common in foreign countries - both at arrival
airports and in city locations - than they are in the United States.
g) Convert your dollars with someone on the street, through the “black
market” this is a terrible idea. The rate will probably be worse than
anywhere else or you may be buying counterfeit currency.
3. You can pay with your credit card. This has become the preferred way for
travelers to buy things abroad. One reason is because the exchange rate is
usually favorable. Remember, though, that there will be times when a credit card
may not be accepted for payment (e.g. for public transportation or at inexpensive
restaurants). Also, some credit card issuers charge an additional fee on
transactions requiring currency conversion.
4. You can pay with traveler’s checks. A traveler’s check is a check like form of
currency that must be countersigned by the user. In the United States, it’s
generally in U.S. dollar but can be offered in certain major foreign currencies, too.
When you get to a country you use the check in the same way you would use
cash. So if you pay for something with a US $50 traveler’s check, you’ll get the
items plus the change (in the local currency), based on that day’s exchange rate.
The advantage of a traveler’s check is that, if you lose the check, you get its value
back later, form the issuer. It’s not like losing cash. To be cashed, a traveler’s
check requires a duplicate signature). The disadvantage is that sometimes there’s
a fee for buying them and or using them (charged by the vendor you’re paying).
The most common issuers of traveler’s checks are American Express, Thomas
Cook, and Visa. They can often be obtained from your local bank or from AAA
office.

Few things you should know about currency and exchange:

1. Many countries have the same name. For example: Canada, New Zealand,
Singapore, and Australia all call their currencies “dollars”. However, each
country’s dollar has its own value. So a Canadian dollar may be worth only 70
cents in U.S. currency.
2. If you pre-book travel in U.S dollar, usually the price will not change, no matter
what happens with the local currency. For instance, in 2002 the Argentine peso
began to softly plummet. For a week or so, it lost 20 to 30 percent of its value
daily. However, if you had booked a room and in Buenos Aires for US$149, that
would be what it would cost, even if during your stay the value of your dollar had
doubled vis-a-vis Argentine currency.
3. However, things that weren’t purely tourist-elated did change in value. Within
weeks, meals in a local restaurant might go from US$50 per person to US$20
that’s because they’ve typically quoted in pesos, not dollars.
4. To emphasize what we’ve said throughout the section: the exchange rate, that
a bank, hotel, exchange bureau, or ATM applies when you convert money will be
 different from what appears “officially” and those differences will always favor the
vendor, not the traveler. It’s the price of doing business with them, plus there may
even be an additional exchange fee involved. As a result you never want to
exchange too much cash. If you convert US$1,000 into Euros, then remaining you
leftover Euros into British pounds, then exchange the remaining pounds into US
dollars for your return, you’ve lost money at each transactions. Unless you’re
paying a fixed fee each time you get money, it’s probably better to get a little
cash, often, during your trip.

Sample of Country Exchange Rate: As of March 31, 2008

Country Unit Euro Equivalent Dollar Peso Equivalent
Equivalent
United States Dollar 0.632951 1.00000 41.8680
Japan Yen 0.006378 0.010077 0.4219
United Kingdom Pound 1.232042 1.993900 83.4806
Hongkong Dollar 0.081349 0.128523 5.3810
Switzerland Frans 0.635940 1.004722 42.0657
Canada Dollar 0.619630 0.978953 40.9868
Singapore Dollar 0.458860 0.724953 30.3523
Australia Dollar 0580263 0.916758 38.3828
Bahrain Dinar 1.680209 2.654562 111.1412
Brunie Dollar 0.457203 0.722335 30.2427
Indonesia Rupiah 0.000069 0.000109 0.0046
Thailand Baht 0.020142 0.031822 1.3323
UAE Dirham 0.172372 0.272331 11.4020
EU Euro 1.000000 1.579900 66.1473
Korea Won 0.000641 0.001013 0.0424
China Yaun 0.090267 0.142613 5.9709
Denmark Kroner 0.134126 0.211905 8.8720
India Rupee 0.015935 0.025176 1.0541
Malysia Ringgit 0.198107 0.312989 13.1042
New Zealand Dollar 0.504988 0.797830 33.4035
Sweden Knonerq 0.106554 0.168345 7.04083
Taiwan Nt. Dollar 0.20830 0.032909 1.3778

HEALTH CONCERNS
Wouldn’t it be wonderful if we felt perfectly healthy throughout a vacation? That
doesn’t always happen, though. Long flights and crossing multiple time zones make us
ties. Weird microbes may lurk in common tap water. You might go snorkeling and cut
yourself on coral, leading to a fierce infection. Or you might boldly dine on something
exotic, only to experience days of digestive problems. No wonder over cautions travelers
never want to go very far familiar surroundings.
To have a wondrous trip, though, you sometimes have to take chances. Here are
some ways to minimize the risk:
1. Vaccinations - are required or recommended to visit certain foreign nations (esp.
developing ones). A comprehensive list of guidelines is available at the Centers of
Disease control and Prevention’s Website. Physicians are able to access similar
information and provide the necessary inoculations.
2. Jet lag - occurs when your internal body clock is confused by crossing multiple time
zones. Long, tiring flights also help exacerbate the situation. For most people it takes a
day per time zone crossed to fully recover. One way to quicken our recovery is to expose
yourself to outdoor daylight as much as possible during the first few days of arrival.
3. Motion sickness - can be the result of air, car, or, especially, sea travel. If you know
yourself to be prone to sea discomfort, ask your doctor about the gadgets, which, when
place behind the ear, helps reduce motion sickness is most people. (It does make some
people drowsy and dry-mouthed).
4. Food and drink - in foreign countries can lead to mild-to-serious illness. It’s not always
a product of unsanitary conditions, either: each ecosystem may contain microbes that
are harmless to locals (who have built up resistance to them) but render visitors quite ill.
Some precautions to take include eating only well-cooked food and food you peel
yourself. Consume only bottle water. Drink bottled beverages without rice.

SAFETY AND SECURITY

The world has never been a totally peaceful place. At any given time, some
country is suffering a revolution, some war is raging and some cause may lead to
terrorism. Such things have always affected travel. People travelling on the roads
during the Middle Ages, were constantly threatened by thieves. Someone visiting a
thriving port might be forces into performing sea labor. Pirates, slave traders, hostile
armies - all of these made travel a perilous endeavor.
Travel is far safer today. As a result, any misfortune associated with travel seems
especially disturbing in our times probably because we are technologically advance,
presumably civilized society leaves little room for disruption, fanaticism, or disaster.
Moreover, the media is attracted to tragedy, bringing it right into our homes.
To travel today requires a little more caution, a little more alertness. The chances
of something going seriously wrong are, in most cases, as probable as being struck by
lightning, then again, if you avoid trees and hills during thunderstorms, you’ll be less
likely to be hit won’t you? So here are some sensible precautions:
1. If you’re going to a country you know little about or that has received negative
press, check the U.S State Department’s travel advisories. They can provide a good
reference a point for making a decision.
2. In many countries, you should be careful for petty theft. Be wary of pick-pockets and
purse-snatchers. Park your rented car in a secured lot or structure. Stay at hotels in
safe areas. Be alert and cautions.
3. Go with brands you know. You’re usually safer with a well-known tour company,
hotel chain, or cruise line than with one you’ve never heard of before.
TRANSPORTATION SECURITY
Global terrorism has forever changed the way we go from place to place. Although
the procedures change frequently, you should always be ready for multiple identity
checks (keep your ID with you all the time). Also, be prepared for complicated luggage
and personal screening procedures at airports and, to a lesser extent, at railroad and bus
stations. Those extra hassles translate into a more secure environment for us all.

THE FUTURE OF TRAVEL

Here are some probabilities:
1. More and more people will travel. Although occasional, disturbing events (e.g., war,
terrorism) can reduce travel dramatically, with in a year or two it will almost certainly
come back and exceed previous levels. The urge to travel has become a powerful one,
not easily deterred. In fact, many experts believe powerful one, not easily deterred. In
fact many experts believe that travel never abates, it merge changes.
2. New destinations will emerge; destinations that are virtually unknown. There are
places out these, right now, that you’ve never heard of that will be hugely popular in a
decade or two. And some that are extremely popular today will eventually lose their
luster and become passed.
3. Special interest travel will increase. The “global village” we now live in permits people
in diverse places but with common interest to communicate easily. Tie this to the fact
that today’s travelers often define themselves by their product selections and you have a
surge of special-interest travel (e.g. diving trips, ecologically oriented journeys, historical
tours). Special-interest travel is often called niche travel.
4. Health- oriented travel will be very popular. The desire to get away from it all and to
visit calming, healthy places will become even greater. The popularity of spas is a good
example.
5. Technology will enhance travel in way we can’t imagine. If your thinking of going to
Caribbean resort. Go to the Internet. After doing some research, you’re still a bit
confused, so you go to a particular travel agency Web site.

The travel Industry always has a few surprises in store, the types that defy
forecasting. One sure bet though: No matter what happens, people will always have a
passion for travel. With desire, hard work, and a little bit of lock, you’ll almost surely
succeed as a travel professional, in an industry that always manages to reward and
delight those who commit their lives to it. Our very best wishes for your success.
 Self-Check 1.2-1
Name: Score:

I. Define the following keywords and phrases:

1. Customs -
2. FAQs -
3. Immigration -
4. International drivers permit -
5. Internet -
6. Jet lag -
7. Passport -
8. Search engine -
9. Traveler’s check -
10. Visa -
11. World wide Web -
12. Auction sites -
13. Travel agency sites -
14. Homepage -
15. Booking engine -

II. Answer the following questions briefly

1. Give the difference between immigration and customs.
2. What are the eight (8) reason why travels on the Internet become so popular

3. Give the six (6) weaknesses of Web-based technology?

4. Why travel documents are very important?

Information Sheet 1.3-1

Reservation and Administration, Terms and Conditions, the Language of
Accommodation

Learning Objectives:
After reading this Information Sheet, you should be able to:
● Follow four steps to completing hotel reservation; and
● Describe three different types of travel vouchers that are acceptable by hotels
● Cite some common terms and conditions that most hotels impose regarding
cancellations, currency and commissions; and
● Explain why neglecting these terms and conditions may cause you and your clients
problem and additional costs
● Describe some common terms and conditions used in the accommodation industry;
● Identify the different types of sleeping rooms; and
● Explain the hotel facilities and services.

RESERVATION
The four steps below will help to guide in complete reservation:

Steps for Completing a Reservation

Step 1. Dialogue with the customer to determine destination, dates, purpose of
trip (business, leisure, or combination), and room type, bedding type, meal plan, any
particular services or facilities required, client’s frequent guest program membership,
any hotel preferences.
Step 2. Cross match room type with category
Step 3. Contact the hotel to check availability for requested dates and room rates.
If the hotel requested is not available through your CRS, call the reservation center or
property directly. Your CRS has recent information but often it is not up to the minute.
Sometimes the hotel actually has a room available even If the CRS shows it is full. It is
therefore best to phone.
Step 4. if rooms are available, try to book over phone using credit card whenever
possible for guarantee. Most hostels today take credit cards for guarantee and client
pays on site at time of check-out. Some resorts and smaller hotel may require cash or
check payment however and will require a deposit issued on your agency’s check. For
this you would follow your agency’s best to phone.

Be sure to get the name of the reservation agent and a confirmation number.
Sometimes hotels will request a fax in order to confirm the reservation. Send the fax and
request that they advise rates, guarantee and cancellation policy by return fax. Invoice
hotel for tracking purposes so you agency can be sure it gets its commission. If you book
through the CRS, remember to get a confirmation number.
It is important to have a guarantee, without it you are leaving your clients
vulnerable for not having a room waiting for them. Always remember to advise your
clients of cancellation policies.
Hotels have many different rates in addition to the highest published rate (Rack
Rate). They may be negotiated by industry or group affiliations or they may be offered
because type or location. Almost always, you can bargain with a property for one of
these rates.

Sales and Payments Terms

During the processes of making a reservation in a hotel, these terms might be
used.
● Commission: 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.
● Deposit: money sent to hold the reservation for a specific amount of time.
● Central reservation office (CRO): call center for hotel companies.
● Chain: a group of hotels managed and/or own by one organization.
● Confirmation: written acknowledgment of reservation often indicated by a number
or a code.
● Override: an additional commission paid by the supplier as sales incentive (see
commission).
● Value added tax (VAT): government- imposed taxed added to price and common in
any countries.
● Familiarization tours: 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’’).
● Frequent guest program: similar to airline frequent flyer programs, guests
accumulate points for using hotel services and they often link to a specific airline
programs.
● Group booking: a set of rooms set aside for groups of ten or more people and
negotiated at a special price.
● Guarantee: hold status of reservation either by a 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-n deadline.
● Independent: a hotel not affiliated with any chain or groups.
● Market segments: may also be known as price tiers. This distinguishes the types of
customer market targeted by the hotel. For example: luxury, corporate or budget.
● Meal plans: inclusive packages offered by hotels for meals plus sleeping room.
● No-show: 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.
● Occupancy: 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 400 room hotel would be
320 rooms sold)
● Overbooking: the practice of booking more than the hotel’s capacity of rooms by a
hotel in anticipation of cancellation or no-show.
● Package: 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).
● Rate categories: rate categories indicate the amounts of money hotels charge for a
room and the various discounts available within the initially quoted price.
● Room block: group of a rooms or meeting space usually reserved through travel
agents or wholesalers. These are held with a deposit.
● Room night: one overnight stay per person per room, I.e. two persons in one room
for one night= two room nights.
● Upgrade: to move up to higher standard of accommodation at little or no cost
● Walking: sending the guest to another property when the hotels is fully occupied.
● Wholesaler: a supplier who sells packages through travel agents.

Administrating Tour Orders and Vouchers

Sometimes tour packagers or hotel will accept a tour order or voucher from you.
This allows you to sell the hotel or tour in advance and collect the money differently from
the clients. Usually the hotel will be able to tell you how they wish the vouchers to be
completed. The vouchers will also indicate method of payment. These forms of payment
may include.
● Guest pay at hotel
● Guest pays tax and incidentals only
● All charges paid for by the wholesaler
● Guest pay incidentals
● Guest to leave credit card for incidental charges only.
If voucher is not completed accurately, problems can occur without the actual
vouchers. The guest may be ask to pay for all charges. If there is incomplete information,
the guest may not get meals or bed types previously requested. You can help by carefully
explaining to clients how the package work and reviewing the vouchers:
One is the Tour Order. Issued by wholesaler, it is carried by the customer. One
copy goes to the internal auditors, one goes to the agent, one is for services such as
airport transport, an accommodation/hotel copy, a service coupon (I.e. for city tour or
golf green fees) and airline passenger copy.
Second is the Miscellaneous Charges Order (also known as M.C.O.) these
forms are validates by the agency on specific airline carriers. Your agency will hold plates
for each qualified airline. They are going to proceed through the airline reporting
corporation (ARS) or IATA Bank settlement Plan.
A third voucher is used for disrupted flights. They are issued by an airline
when where there is an overbooking, delay or cancellation of a flights. Although you will
not issue these vouchers. You should be able to discuss them with clients.

The vouchers may have several copies or coupons, like an airline tickets.
Copies include:
● An internal office copy
● An airport copy
● A copy for transport to the hotel
● A hotel copy, covering room and meal charges
● A copy transport back to the airport
● An airline passenger copy
Upon check-in at the hotel, the guest should give the hotel copy to the
receptionist and meals should be signed to the room.
TERMS AND CONDITIONS

Cancellations
When a client changes plans and you are cancelling directly with the hotel, always
get the name of the person who accepts the cancellation and number if possible. Keep a
record of this number in case the hotel mistakenly charges a no show fee. Properties will
charge the client for the room they held. Sometimes, by having a good relationship with
the staff, you can get these charges waived.
Guest cancelling at resort might be charge for the entire stay. They are currently
no regulation for these cancellations and policy is determined by each hotel company. If
clients are serving in a very expensive hotel of tour package, it is often a very good idea
to advise them buy to buy trip cancellation insurance. Trip cancellation insurance is
expensive, however, and is usually applicable only to the client who has to cancel due to
illness or because of a death in the family.

Currency Fluctuation
 What you have quoted as a rate in your home currency may not by the same rate
paid when exchange into other currency. Make sure you quote rates into the local
currency where the hotel is located. This rate will usually remain fixed. Then inform your
client that exchange rate may subject to fluctuation and therefore, the rate in your home
currency may vary.

Commission Policies
Commission structures vary widely through chains independents. Your reference
materials usually have a symbols indicated the percentage of a commission but if you are
unsure, contact the hotel directly. They may pay commissions monthly on within days.
Wholesalers may have a complete different commission structure. Read their terms
thoroughly or ask when you make the booking

HOTEL FACILITIES & SERVICES

These are hotel’s features and services offered to guests. For examples:

● Amenities: small complimentary items given to guests in the room. These can
include everything from toiletries as soap and shaving items to the temporary use of
dressing gowns (“bathrobes”) or scales and sweets on the table at turndown.
● Back of the house: the area of the hotel not accessible to the public. This include
accounting, kitchens, personnel, housekeeping and engineering.
● Hall porte’s desk or bell stand: a portion of the lobby set aside for receiving
luggage and distributing it to the rooms. Typically, porters or bell staff will
congregate at this area.
● Check-in: system of registration upon arrival at a hotel. Also,” check0in time “. The
designated hour in which hotels expect guests into room.
● Check-out: system of payment upon departure from the hotel. Also,” check-out
time”/ the designated hour in which hotel expect guest to vacate rooms.
● Concierge (USA): a staff member who provides assistance for guest such as help in
obtaining theatre tickets, rental a car, arranging sightseeing, sending flowers, etc. In
some countries, the hall porter performs this role.
● F & B outlets: another word eating and drinking establishments. They include fine
dining as well as a small cafe.
● Front desk: reception area where guests check in and out.
● Front of the house: the area of the hotel accessible to the public. This include the
front desk, F&B outlets, sleeping rooms.
● Front office: the part of the hotel that include reception desk, concierge or hall
porter or guest service desk property reservations and porter (Bell) services.
● Hall porter: a staff member who usually services luggage handling but may also
perform the service of (Concierge see above).
● Handicapped facilities: special equipment or room configurations that can
accommodate wheel chair-bound or other disable guest. There may be signs in
Braille for the visually impaired, ramps instead of stairs, extra-large doorways into
bathrooms. This may also called special-needs accommodation. In some countries,
 but not all, the law requires hotel and other public buildings to make accessible to
disable people.
● Health club: this may include fitness rooms, swimming pool, sauna, Jacuzzi
● Housekeeping: the department that cleans tidies and maintains the sleeping room
in hotel.
● Mini bar: small refrigerator containing sweets, savories and beverages. They are
priced per item and tallied daily by the staff.
● Property: another word for hotel accommodation facility.
● Room services: food and beverage served in the sleeping rooms-also known as In-
room dining.
● Shuttle services: transport provided free charge - often to the airport.
● Turndown: provided free of charge at some hotels, this service includes removing
the bedspread, turning down the bed linens, fluffing the pillows, drawing the curtains
and often supplying a chocolate or other sweet dessert items.

ROOM TYPES
There varieties of different types of sleeping rooms - you will need to identify
which of the following would best suit your client’s needs.

● Standard: regular size sleeping rooms. The bedding might consists one or two
double beds, not counting on a view. This room may be next to the elevator and/or
the ice machine.
● Superior: room may be located on the lower floors, may have view, may include
double, queen size or king bed.
● De luxe: a regular - sleeping room. This type of room would offer the best location,
the best view, and highest level of comfort, furnishings, amenities and decor.
Bedding usually includes a queen - size or king size bed.
● Suite: consist of two or more rooms, typically a living and sleeping room. A suite
may have more than one bedroom or extra room such as kitchenette or conference
room.
● Minimum: room usually reserves for overflow or emergency situation and often has
distinct drawbacks. It may have undersize or twin bedding, exceptionally small or in
an undesirable locations.
Other useful vocabulary used in defining rooms includes:
● Adjoining: two or more bedrooms next to one another but connected by a common
door.
● Apartments: separate living area and kitchen facilities.
● Connecting: two or more sleeping rooms with a common door between them.
● Double: room with double bed that can be used for either one or two people.
● Double/double: room with two double beds also an excellent choice for two friends
or colleagues sharing a room.
● Environment-friendly: some hotel have designated certain rooms or floor to be
environmentally conscious. Sheets and towels may folded and arranged but are not
 change unless requested. Electricity may often automatically shut off when the room
is vacant.
● Hospitality suite: a sitting room used to entertain clients or guests. Usually has
sleeping room connected by a common door includes bathroom facilities in both
rooms. Typically includes a wet bar (a counter with a sink for rinsing glasses. Some
shelves or a cabinet to hold glasses, bottles and other equipment), refrigerator and
couches.
● Junior suite: a large room with two sections for sleeping and sitting. It usually
includes a couch, coffee table and side chairs.
● Penthouse suites: located on the top floor of the hotel.
● Sample: room designed for one person, some rooms will have only one single bed
while most will have two.
● Smoking: room where tobacco can smoked. Non-smoking rooms prohibit tobacco
use.
● Twin room: a room designed for two people with two single or twin’ beds. This is an
excellent choice when two people want to share a room but not the bed.

BEDDING TYPES
There are also varying types of bed to be chosen among the following:
● Single: a bed designed for one person (also called a twin bed)
● Double: a bed designed for two people.
● Queen: an extra-large double bed (smaller than the king).
● King: largest size double bed (larger than the queen).
● Murphy: a bed that folds into the wall when not in use.
These are especially good when using the room to entertain conducting business.
● Japanese style: bedding is stored out of sight during daytime and rolled out on the
floor for sleeping.
● Western style: beds are off the floor and visible all the time.

MEAL PLANS
Most business hotels do not include meal plans but is common for leisure hotels
and wholesale package to offer them. Here are some options.
● European plan (EP): no meals included
● American plan (AP) includes three meals a day. American plans are rarely used
anymore but may be offered in certain resorts or packages. Also referred to as ‘full-
board’.
● Modified American plan (MAP): includes two full meals per day, also referred to a
‘half perhaps fruit.
● English breakfast: full breakfast of cereal, bacon, sausages, eggs, toast, juice, tea,
and coffee.
● A la carte: a menu in which each item is priced and charged separately.
● Table d’ hote: a fixed price meal offered daily

Self-Check 1.3-1
Name: Score:

Exercise 1

I. YES OR NO. Write YES if you agree and write NO if you don’t agree with the
statements below.

1. Are facilities for handicapped people requires by law in the hotel?

2. Amenities are small complimentary items given to guests in the room.
3. Porter is a staff member who provides assistance for guests such as help in
obtaining theatre tickets, renting a car, arranging sightseeing, sending flowers, ect.
4. Back of the House is the area of the hotel not accessible to the public.
5. Front desk is a reception are where guest check in and out.
6. F & B outlets is another word eating and drinking establishments. They
include dining as well as a small cafe.
7. Standard room is a regular size sleeping rooms.
8. Shuttle services is a hotel transport provided free charge - often to the
airport as part of the room rate package.
9. Mini bar is a small refrigerator containing sweets, savories, and beverages.
They are priced per item and tallied by the staff.
10. Housekeeping is the department that cleans tidies and maintains the
sleeping rooms in hotel.
II. Activities and Discussion

1. Visit some hotels in your local areas. Pick three different types, I.e. business, vacation,
and inn. Ask to see the rooms and note amenities, facilities, and bedding types available.

.
2. Go to the internet and conduct a search for hotel in tyour city. See what comes up
conduct another search for hotels and frequent guest programs or hotels and specific
recreational activities such a sailing or golf.

.
3. Look on the internet for a virtual tour of a hotel.

.
4. Call a hotel and ask them to quote you rates. Write down which rates are offered first
and which services are offers. Call off-season or low occupancy dates (I.e. weekends for
business hotels or summer for ski resort). Record the different rates offered.

.
5. Call a hotel when you know there is special event such as a conference in town. Note
the rates uoted for a period of high occupancy as opposed to a time of low occupancy.

II. MULTIPLE CHOICE. Write the letter of the correct answer.

1. Small complimentary toiletries in the hotel room are called:

a) Facilities c) Amenities
b) Special d) Luxury items
2. What factors might affect a hotel’s room rate? (Circle as many as apply).
a) Country the client is from d) Room location
b) The client’s company e) Type of credit card used
c) Occupancy f) Day of the week
3. An example of luxury hotel chain would be (circle as many as apply).
a) Holidays Inns c) Four Seasons
b) Best Western d) Novotel
4. The highest and most often quoted rate is called as:
 a) Promotional rate c) De luxe rate
b) Corporate rate d) Rack rate
5. Hotel restaurant are often called:
a) Coffee houses c) Cafeterias
b) Food vendors d) Outlets

III. TRUE OR FALSE. Write True if the statement is correct and write False if the
statements is incorrect.

1. True or False. You don’t have to guarantees a hotel room reservation.

2. True or False: If the hotel is not available is your CRS, don’t bother calling the
hotel. The CRS has the most up-to-date information.
3. Group booking is a set aside for group of 3 or 5 or people and negotiated at a
special price.
4. Market segments may also be known as price tiers.
5. Familiarization tour is a discounted or complimentary you offered to travel agents
or wholesalers to introduce them to a destination or product.
6. Meal plan are always included in the package offered by hotels for meals plus
sleeping room.
7. Guarantee is hold status of reservation either by a cash deposit or credit card
number.
8. No-show is the status of a reservation when the guest check-in late.
9. Overbooking is the practice of booking more than the hotel’s capacity of room by
a hotel in anticipation of cancellation or no shows.
10. Upgrade: to move up to higher standard of accommodation at a higher cost.
 Information Sheet 1.4-1
Tour Booking Conditions and Limitation of Liability, Tour Brochures and Price
Quotations, and Reservation and Accounting Procedures

Learning Objectives:
After reading this Information Sheet, you should be able to:
● Discuss tour booking condition and associated liability; and
● Analyze limitation of liability associated with tour bookings.
● Identify and explain key items in a tour brochure; and
● Learn the basics of price quotation from tour brochures.
● Outline reservation procedures for booking tours; and
● Describe appropriate accounting procedures.

TOUR BOOKING CONDITIONS

When clients express interest in a tour, they are primarily interested in the
features of the tour. These features include itineraries, accommodations, point of
interest, attractions etc. Unfortunately, while features are certainly the most interesting
aspects of the tour, they are not the only aspects that affect the client. An equally
important set of circumstances is the Tour Booking Conditions or Terms and Conditions as
they are sometimes called, which are generally details in the back of the tour brochure.
The following are key points that are generally covered in the Tour Booking Conditions.

Included and Excluded Tour Features

The marketing portions of a tour brochure can be misleading. If clients read only
the broad descriptions of the tour, they may be disappointed or surprised when the
actual events of the tour unfold. For this reason, it is important to cover the features that
are included in or excluded from the tour. Examples of these features include:
● The number and types of meals that are included in the tour package.
● The types of sightseeing and attractions that will be visited.
● The manner in which they will visited,, and gratuities and taxes.
Many tour have optional or add-on components and if clients choose to participate
in these add-ons, they will need to budget accordingly. Of course the most reliable way is
to check with the tour operator or tour supplier directly to answer definitively any client
questions concerning features. Examples of items that frequently excluded by tour
operators are customs and immigration fees, airport or port charges, city taxes, laundry
services, food, beverages and gratuities not specifically included in the tour’s itinerary,
souvenirs and other personal items and affects, medical expenses and certain types of
transfer.

DIPOSIT AND PAYMENT SCHEDULE

All tour operators will require a deposit and a subsequent payment, in a timely
manner, of the balance of the tour costs to ensure proper booking. The deposit and
payment schedule vary according to each tour company’s policies. Timely payment and
meeting key deadlines are essential to ensure that a client’s reservation remains in
effect. Failure to meet key deadlines will probably result in penalties or cancellation, both
of which are detrimental to you and your client. After key deadlines such as the final
payment have passed, tour operators may still accept reservations from prospective tour
participants, but they will generally require payment in full immediately.

CANCELLATION AND REFUND POLICY

Cancellation may imitated by either the client or tour operator and the policies
concerning cancellations are typically outlined in detail in the Tour Booking Conditions
section of the tour brochure. Typically, tour operators reserve the right to cancel a tour
prior to departure. There are many reasons why an operator would cancel tour. Some of
these include severe weather conditions, political or casual instability on the tour
itinerary or labor stoppages and strikes. Operators or escorted tour will generally reserve
the right to cancel the tour if there are not enough participants to fill a particular tour
date. It should be pointed out that the cost for motor-coaches, accommodations and
sightseeing on escorted tours are usually based on a minimum group size that cannot be
achieved. Then the tour operator cannot operate the tour probably, and it is likely that
the tour will be cancelled, altered or postponed.
Sometimes only a portion of the tour will be cancelled. This may occur at the
initiation of either the operator or a supplier subcontracted by the operator. In either
case, tour participants generally will reserve a refund for the missed portion of the tour. It
is more common, however, for a tour operator to substitute an event or feature of equal
value to compensate for the one that is of available. If this means moving to a lower
grade of accommodation or that other feature of the are reduced in quality or quantity,
the tour operator will generally compensate the tour participants fo the differences
between grades and/or quality.
For example, if tour participants have paid to stay in premium accommodation
valued at PHP 10,000, and they are switched to standard accommodations valued at PHP
6,000, then the participants will receive a refund for difference, in this case PHP 4,000.
Politics, economics and climatic uncertainly have a huge impact on the travel industry.
Terrorism increases fuel costs and hurricanes are just a few examples of events that
affect how and when people travel.
The other type of cancellation is that initiated by the client. Typically, once a tour
has been confirmed, any cancellation after the date will incur a penalty. The size of the
penalty depends upon how close the cancellation will result in a complete loss of the
payment for the tour package. In order to avoid these penalties, many clients opt to
purchase tour.
Cancellation, and postponement of insurance. Under many circumstances this
insurance is small in terms of expense and is generally recommended unless clients are
certain that their departure dates are firm and that no conflicting circumstances will arise
causing them to lose their tour payment.

STATUS OF TOUR BROCHURE FARES AND RATES

The cost of a tour may vary considerably during certain season and during certain
peak times. Tour brochure will typically outline the differences in price due to seasonality
and other factors. It is important to call your client’s attention to these differences, as the
price may vary significantly. Other factors such as currency fluctuations can also effect
the price of a tour rates above those published in their brochure, although most are
reluctant to do so and hedge their costing with a built in buffer. In general, once final
payment for a tour has been received by the tour operator, the price of the tour will not
change, even if the costs to the operator change after that date. To be completely certain
of an individual tour operator’s policy regarding rate and fee changes, read the
appropriate section in the Tour Booking Section, or contact the tour operator directly.

Covering the deposit and payment procedures and cancellation and refund policies
with clients is often overlooked by travel agents. Differentiate yourself as a travel
professional by reading and understanding in detail the policies for each tour operator.

LIMITATIONS OF LIABILITY
Virtually, all tour operators will provide for limitations of liability in their printed
materials. Typically, these limitations of liability can be found in subsection of the Tour
Booking Conditions under categories such as "Responsibilities". The following is an
example of a limitation of liability disclaimer from a tour operator.

RESPONSIBILITIES
RDL, Limited acts as an agent for service provided by operators and cannot be
held liable for any alterations, acts or omission on the part of those providing services
listed in his brochures or any other service incidental thereto. Further, the responsibilities
of associated air carrier are limited as specified in their tickets, conditions of carriage and
tariff. RDL, Limited shall be under no obligation liability to any person as a result of any
inaccuracy, miss-descriptions or changes to any tour or itinerary or for losses or
additional expenses due to strike war, quarantine or other causes. Baggage and personal
effects are the passenger's own risk and it is the responsibility of the passenger to affect
insurance. RDL, Limited and the operators involved in this program shall be exempted
from all liability in respect of any detention, delay, loss, damage, sickness, or injury
however and by whomsoever caused and of whatever kind occurring by any conveyance
or property used or utilized by the operator. Receipt of money by the travel agent does
not constitute receipt RDL, Limited. There is no liability on our part in respect of any
money until payments are received by us. Received means authorization from Credit
Card Company or where check are supplied, checks presented and cleared throughout
Trust Account by our bank. RDL, Limited reserve s the right to correct. Any error or
omission of information prior to final payment being received by us.
 By reading the responsibilities passage above, your can see that several key areas
are covered and the operators make it clear what their liabilities are in each
circumstances. The following are some of the most important issues covered above:
1. RDL, Limited claims no liability with respect to inaccuracies or errors made by its
subcontractor.
2. RDL, Limited claims that liability for air travel lies with the airlines and is described in
the airline's ticket
3. RDL, Limited say that they are not responsible for inaccuracies or changes to the tours
and their itineraries as a result of a variety of unforeseen circumstances.
4. The tour operator claims no responsibility for baggage, and tour participants are urged
to obtain their own insurance for baggage protection.
5. The tour operator claims no responsibility for participant's health, injuries and delays
experience on the tour.
6. The tour operator states that the contract in effect is the whole and only contract. This
is also known in legal terms as an "integration clause".
7. RDL, Limited states that providing payment to the travel agent does not guarantee a
reservation on the tour. The tour operator must receive some form of payment from the
travel agent for the reservation to be considered in effect.

Other statement that you will often see in liabilities include:

1. Loss of enjoyment: meaning that if a participant does not enjoy their vacation the
company is not liable
2. The right to remove a participant form the tour if their behavior or actions endangers
either themselves or others.

In general, tour operator will make every attempt to reduce their responsibilities and
liabilities with respect to their business operations. It should be noted, however, that
merely disclaiming liability does not mean in all cases that a company is not liable. All
serious questions or concern with respect to a company's liability should be
addressed to a qualified legal professional.
Limitations of liability are normally covered in both the brochure and repeated in
more detail in the travel documents. Be sure to review these details and be prepared to
provide the information to your client. Encourage them to be aware of both the location
and importance of these details.

KEY ASPECTS OF A TOUR BROCHURE

With literally thousands of tours from, selected 'the right tour for a client is no
small task. Getting to know your clients and identifying their needs and wants is part of
the process, but knowing about the tour product is a key ingredient as well. For the latter
part of the process, the tour brochure and the tour operator's website are essential parts
of your sales tool kit.
The brochures vary from simple one-color leaflets with basic information to
elaborate colorful booklets with detailed photographs, maps, and related materials.
Interactive websites are becoming more popular and are very useful in gaining additional
knowledge. We recommended that you do your own extensive research on the internet
as well as attended product seminars in your area. Sales representative will also keep
informed and up to date on special promotions to encourage you to sell thier product.
For example, a tour operator, specializing in packaging "sun" destinations, may offer
pricing discounts to customers reserving their winter vacations early. Or a tour operator
may provide gifts to their tour participants, in the form of travel accessories such as a
travel bag or offer a discount voucher for future tour product purchases. This type of
promotion is happening all the time and so it is important for you to keep current within
the travel industry in your region. Trade magazines, E-zines and the Internet are also
popular ways for you to keep informed.
As a travel professional, it is important for you to become familiar with tour
brochures, understand their key elements and be able to transfer that knowledge to your
clients in a friendly and efficient manner. Consider the following ideas for assisting your
clients with tour brochures:
● Before you present any brochures, qualify your client. Talk to them about tours and
most importantly listen to them to get thorough understanding of their needs and
wants. Some agencies require a consultation fee at this point in the slaes process to
cover the travel professional's time. With people who shop around for the cheapest
price but use the agent's valuable knowledge to find the right product. Only then
should you consider introducing a brochure. Make sure your name, agency and
contact information are located somewhere on the brochure.
● Office clients one or two brochures that seem appropriate, based on your assessment
of their needs and wants. A limited choice is less confusing and overwhelming to the
client. It is often helpful to mark key elements of the brochure with the high-lighter
so that the important points will stand out as the client review the brochure at a
letter time.
● Go over the important elements of the brochure with the client and make sure you
have a sense that the client understands the key points.
● Encourage your clients to read and familiarize themselves with all aspects of the
brochure. Understand, however, that most clients will not read the detailed
provisions of the brochure. Therefore it is beneficial to both the client and to you to
review the key provisions of the brochure with your client. Areas that are particularly
important to cover are what is included in the excluded from the tour, cancellation
policy, the limitations of the operator's liability and responsibility, important rates,
fares and taxes, and the deposit and payment schedule.
● One way to make sure you cover all of the appropriate material in the tour brochure
with your client is to develop a check-list of items to cover in your initial meeting and
follow-up conversations. This doesn't mean that you will necessarily have the
physical check-list in view of your clients while you are discussing tours with them.
However, once you commit the check-list items to memory you can go back after the
meeting and mark the items off the check-list. Following a procedure such as this will
allow you effectiveness as a travel-sales professional. A list of suggested points for
your check-list follows. With experience, you can tailor the list to best suit your
personal needs and Business practices.

TOUR BROCHURE CHECKLIST

1. Cost: Make sure fully explain what is included in the price of the tour and what is
excluded from the tour. Clients will greatly appreciate not encountering surprises along
the way. You don't want your clients to arrive at a destination expecting a complimentary
breakfast only to discover that they are expected to pay. Clients will greatly appreciate
knowing the costs of items not included in the package. For example, how much does
an average lunch cost in the chosen destination? This will help them determine how
much extra spending money to bring on their tour areas to cover include air fare, meals,
transfers, accommodations, sightseeing, attractions, gratuities and taxes
2. Itinerary: Understand your clients' interest and desires when helping them select an
itinerary. To do this effectively, you must spend time with clients and listen to what they
tell you. Too often in sales, the salesperson will them to sell blindly, without listening. This
can result in unhappy clients because ultimately their needs won't be met. When
considering itineraries, ask clients questions about what they want to see and how they
want to experience them.
3. Group Size: Be sure to ask your clients about the size of group with which they are
most comfortable. If the client is looking for a more intimate experience, he will probably
not be happy with a tour that has more than 45 people. Small groups generally range
from eight to fifteen participants. Don't promise your clients that there will be 25 (or any
specific number) of people on a tour when in fact, only six book and commit to the tour.
Your clients may be disappointed that the group is not large and it may sour their desire
to book this type of tour in the future. This could be too intimate for them. Check the
policy of the tour operator on group size before booking. Tours come in many different
sizes and it is essential that you match your client with an appropriate type of group.
4. Pace: Just as tours come in many different sizes, they also come in just about every
pace imaginable. Determining an appropriate pace for your clients is essential to their
overall enjoyment of the tour. Determining pace can be tricky and there are many factors
to consider such as your client's age, health, interest and tastes. Make sure you check
the tour’s itinerary carefully to determine the tour's pace and whether or not it matches
your client's tastes.
5. Terminology: Make sure your clients understand the language and terminology used
in the brochure. Also make sure they realize that there are significant differences in
terminology between countries. Ask them if they have any questions.
6. Single Supplement: If a client is traveling alone, make sure he or she understands
about single Supplement. You don't want inexperienced clients to take the double
occupancy rate and divide by two to calculate what they think they will pay. Point out the
single Supplement rate in the brochure and make sure they understand how it will affect
their tour price. Read the tour operator's policy on single Supplement. Some tour
operator may not charge the single Supplement while other tour operators will charge a
single Supplement unless a single client is matched with another single traveler of the
same gender to share a room.
7. Consumer Protection: Check to see if the proposed tour is a member of any
organization that offers customer protection plan. If a plan is offered, make sure you
identify this point to your client and explain its significance.
Environmental Sustainability: The travel industry today is making great efforts to use
their economic strength repairing and protecting the world in which you travel. Check to
see which tour operators have sustainable practices within their organizations. For
example, Japan Airlines is supporting the international Inner Mongolia Greening Project
against Desertification through the JAL Miles for Eco. Environmental campaigns may be
an added selling feature so get to know your clients and how they feel about protecting
the world. G.A.P. (the Great Adventure People) has a non-profit organization called
Planetary whose mandate is to give back to the people and places that they visit on their
tours.
8. Supports Local Community Projects, non-profit organization and international
charities that focus on health, education, community development, environmental
conservation and employment skills training. Clients can visit their project or even travel
volunteer to work in one of their many destinations around the world. This type of "green
tour package" is becoming a popular product offered by tour operators today.
9. Condition: Clients generally won't read the fine print. Unfortunately, the fine print is
what contains many important conditions and explanations concerning liability and
responsibility. Make sure you review the applicable sections with your clients as this will
detail both the client's and tour operator's rights. Some countries require the client to
sign a document that states they have read and and understood the terms and
conditions. In doing so, the tour operator and travel agent, who acts on behalf of the tour
operator are further protection from unexpected surprises and any legal action action
from an unhappy client.
10. Questions: Make sure you answer all your client's questions! Remember the sales in
process involves listening and identifying and responding to client needs and wants.
Make sure your clients know they can contact you with additional questions as they arise.
The travel professional is the "middleman" working between the client and the tour
operator. Contact the tour operator on the client's behalf for clarification on any question
the client might have that you're unable to answer, and then get back to the client right
away. They will appreciate this kind of service.

Understand that a tour brochure is a sales tool. It should not be used as an

advertising tool. Too many agencies send brochures indiscriminately to clients. This
result in confusion and lower sales results. Qualify your clients, follow the check-list, and
gain maximum advantage from the I formation that a tour brochure provide

TOUR BROCHURE PRICE QUOTATION

One of the most important considerations for many clients when selecting a tour is the
tour's price. There are many factors that will affect a tour's price and most are generally
listed in the tour brochure and its supplements. As a travel professional who sells tours,
you must be able to interpret and explain all of the relevant information concerning the
price of a tour to your client. Some of the most common factors affecting tour price are
as follows:
1. Pre-Tour Transport: All tour participants must arrive at the tour’s departure point at
the scheduled time in order to begin the tour. The manner in which a participant arrives
at the departure point will affect the cost of this type of land-only tour. If participants
must fly from their home to get the departure point, it will be more expensive than of
they simply need to drive across town. More tour operators are offering land-only tours
with separate Pre-Tour Transportation options due to the popular use of airline frequent
programs, as travelers are look for way to earn travel flyer point to exchange for future
rewards such as free air transportation.
2. Accommodation: One of the single largest expenses in the cost of a tour is the type
and quality of accommodation. If a tour participants chooses to stay in a hotel in the
Budget category, then there will likely be a significant cost saving compared to staying in
Deluxe or Luxury hotels. As mentioned before, be aware of star ratings as they may vary
in interpretation from country to country.
3. Sightseeing and Attractions: Another factor that greatly influences the cost of a
tour is the type and number of attractions and features included in the tour's itinerary.
Clients can economize on a tour of London. They might want to avoid a tour that includes
evening events such as symphony orchestra performances and operas.
4. Accommodation Occupancy: Most tour prices are provided to a person, double
occupancy rate. This means that each person will pay this rate when sharing a room
with
another person. In other words, the cost of the room is double per person, double
occupancy rate. It is important to explain this concept to your clients so they are not
under the impression that if they travel alone they will pay this rate. Many tours offer a
single occupancy rate for participants who are travelling alone. The additional price paid
is called the single Supplement and frequently represents a 50% surcharge over the per
person double occupancy rate.
5. Travel Insurance: Many tour operators offer optional travel insurance to cover a
variety of circumstances. This optional insurance will affect the price of a tour but can
offer peace of mind to the tour participants. Examples of travel insurance coverage
include trip cancellation and interruption, travel delay, loss or damage of baggage and
travel documents, emergency medical expense, medical transport expense, and
accidental death and dismemberment.

There are many other factors that can potentially affect the cost of a tour, and it is
appropriate to review as many of these factors as possible with your client before
booking the tour. Clients will appreciate your honesty, particularly when it comes to
financial matters surrounding travel. Nothing is more certain to discourage repeat
business from a client than a financially dishonest transaction. Remember that clients
generally expect and appreciate value when it comes to travel arrangements, which
doesn't necessarily mean that paying the lowest price is the traveler's only priority. By
providing value when booking tours for your clients, you will build a loyal customer base
that ultimately encourages repeat business and referrals.
The cost of a tour is determined by factors such as the type of transport, quality of
accommodations, quantity and quality of sightseeing and Attractions, type of occupancy,
and travel insurance.

TOUR RESERVATION PROCEDURES

Once a client has been qualified and informed and is ready to purchase a tour,
you will need to make a reservation. Depending on your location and that of the tour
operator, reservation can be made either directly with the tour operator or with a sales
agent for the tour operator. In either case, the actual transaction will normally occur over
the telephone or through your agency’s computer reservation system. Increasingly, the
internet is providing another reservation channel. Whatever method you use, the same
basic information will be exchanged with the tour operator.
Making tour reservation for a client is not overly difficult, but as with most aspect
of the travel business, developing a system to the system can greatly improve your
efficacy and accuracy as a travel agent. Accuracy is important because it will help reduce
errors. Errors can be embarrassing and costly, both in financial terms and in terms of
your professional reputation. The following is a list of details you should cover with a tour
operator and/or the tour operator’s sales agent when you make a reservation for a client:
1. Your full name and the name of your agency or organization. Many tour operators will
maintain your name and that of your agency in their computer systems, thereby
facilitating this part of the process.
2. The name and availability of the tour that your client want to take.
3. The date of the proposed tour.
4. The full legal names, addresses and any other relevant contact information, such as
phone and fax number, of their tour participants.
5. Air transfer information; this information should include the client’s gateway city,
which is the city from which they will depart, and also details of the city from which they
will return at the conclusion of the tour.
6. Any special request or situation. Special request and situation would include special
meal preferences, medical or health conditions, allergies, physical disabilities or
challenges.

It could also include anniversary, birthday or matrimony plans as well as any other
important positive information.
Your time with the tour operator or booking agent will be limited, if you are using
the telephone. It is important to take detailed noted about the matters discussed during
your conversation and repeat them back to the tour operator for verification. It is also
very important to get the name of the representative with whom you spoke and set up
the reservations. This will facilitate any changes and eliminate guesswork of any
problems arise during the reservation and ticketing process.

TOUR ACCOUNTING PROCEDURE

Keeping track of both the administrative and financial detail of the tour bookings
you complete is an essential function of an organized and effective travel professional.
Just as you develop a system for tracking reservations, you will want to develop an
appropriate system for tracking accounting and administrative procedures.
It is important to establish and formalize your relationship as an agent for the tour
operator. Most establish tour operators have automates systems for reservations and
these system are linked to major Global Distribution System. However, not all operators
will have automated system, so in certain cases, it may be necessary to perform and
accounting and administrative procedures manually. In either case, it is important to
establish written agreements with tour operators with whom you do business.
Tour operators have different policies and procedures regarding key administrative
and accounting procedures such as reservation, deposits, refunds and commissions.
Familiarizing yourself with the operators’ key policies and developing a tracking system
that takes into account these different procedures will help make your interaction with
both the tour operators and clients more effective.
It will be helpful to develop a tracking system that contains the following types of
information:
1. Name and date of the specific tour booked
2. Number of passengers booked on the tour
3. Date passengers were booked on the tour
4. Date and amount of initial deposit
5. Date when final payment due
6. Rates for various tour participants
7. Documents delivery rates
8. Your commission for tour sale
9. Name and contact information for tour operators representative

Although tracking accounting and administrative procedures is not most

glamorous aspect of the travel profession, it is extremely important. Because today’s
business environment is fast-paced and competitive, travel professional who spend the
time initially in maintaining proper records will ultimately save time, thus allowing them
to focus on the aspects of the travel profession that they find most enjoyable.

Make a point of accomplishing the following three key tasks every time you make
tour booking: it is essential to develop, implement, and follow-up on a system for booking
tour. This will greatly improve the efficiency and accuracy of managing the accounting
and administrative process.
Get a name. Keeping track of clients and name of intermediaries with whom you
deal during the reservation process will make your job easier.
Get a number: When booking reservation, ask and make note of any confirmation
numbers.
Get it in writing. Whenever possible ask for and get the arrangement in writing.
 Self-Check 1.4-1
Name: Score:

I. TRUE OR FALSE. Write True is if the statement is correct and write False if the
statement is incorrect.

1. Unless a tour brochure clearly states that a feature included, it is safest to

assume that it is not include.
2. Typically, once a tour has been confirmed, any cancellation after that date will
incur a penalty. In general, the further from departure date, less costly it will be to the
client to cancel the tour.
3. When clients express interest in a tour, they are not primarily interested in
the features of the tour.
4. The Tour Booking Conditions or Terms and Conditions as they are sometimes
called, are generally detailed in front of the tour brochure.
5. If clients read only the broad descriptions of the tour, they may be
disappointed or surprised when the actual events of the tour unfold.
6. It is generally not necessary to go over key points in a tour brochure as most
clients, themselves, will read the detailed provisions of the brochures.
7. When assisting clients in choosing an itinerary, it is important to ask the
clients questions about what they want to see and how they want to experience it.
8. The term “single supplement: refers to a charge placed on single travelers by
tour operators as a result of a single person’s tendency to eat and drink more than a
married tour participant.
9. Tour Brochures vary from simple one-color leaflets with basic information to
elaborate colorful booklets with detailed photographs, maps, and related materials.
10. Interactive websites are becoming more popular but are less useful in
gaining knowledge.
11. Tour operators have identical policies and procedures regarding key
administrative and accounting procedures such as reservations, deposits, refunds and
commissions.
12. Errors can be embarrassing and costly, both in financial terms and in terms
of your professional reputation.
13. You will only make the reservation once a client has been qualified and
informed and is ready to purchase a tour.
14. Reservation can only be made directly with the tour operator.
15. The internet is providing another reservations channel for tour business.