EXAMINING ON SALES AND MARKETING DEPARTMENT

OF
FOUR X FOUR TOURS PVT. LTD.

by:
Ashok Sunam
BBA 7th Semester
PU Registration No.
Symbol No.

Submitted to:
Office of Dean
Kantipur Valley College
Kumaripati, Lalitpur
Purbanchal University

In Partial Fulfillment of the Requirement of Degree for the

Bachelor of Business Administration (BBA)

Kumaripati, Lalitpur
January 2023

i
 DECLARATION

I, hereby declare that the work done in this internship report entitled “The Internship
Report on Sales and Marketing Department of Four X Four Tours Pvt. Ltd.”, Jawlakhel,
Lalitpur submitted to Faculty Management, Purbanchal University is a result of my own
research. It has not been either previously submitted to any other universities for any other
examination or published for any commercial purpose. I shall be ready to bear any of the
charges or penalty if found any guilt or fraud in this report.

................................................

Ashok Sunam

BBA 7th Semester

PU Reg No.:

Symbol No.:

Kantipur Valley College

Kumaripati, Lalitpur

ii
 ACKNOWLEDGEMENTS

The internship program has been assigned as a part of the practical examination to the
students of 7th semester of Bachelor of Business Administration (BBA) under Purbanchal University
(PU). Such program gives the students - a platform to test their knowledge and understanding under
new phenomena, where they can widen up their horizon with the experience and skills they acquire.

This report is regarding the internship that is provided at a real work area for the experience
of true situational scenario, which is essential as per my courses of study. Furthermore, it is taken as
the great importance for student life to learn the real working mechanism in the field of travel and
tourism. I got an opportunity to work at Four X Four Tours Pvt. Ltd. as an internee.

I am very thankful to Dr. Chet Nath Pant and Kantipur Valley College (KVC) for providing
me such an outstanding platform. I would also like to extend my special regards to the staffs of Four
X Four Tours Pvt. Ltd. for their kind cooperation and guidance throughout my working period during
the industrial exposure.

My sincere thanks go to Mr. Sachin Khadka - Director – Four X Four Tours Pvt. Ltd. and
Badan Khadka – General Manager – Four X Four Tours, Ashrit Rijal - Nepal Tour Specialist and
Ashim Rijal - Reservation Officer for their generosity, support and guidance. I would also like to
extend my regards to my associates, who were always there to help me in difficulties and contributed
directly and indirectly for the completion of this report.

Thanking You,

Ashok Sunam

BBA, 7th Semester

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 EXECUTIVE SUMMARY

This internship report has been prepared based on the information taken from Four X Four
Tours Pvt. Ltd., a reputed Tour Operator of Nepal, established in 2014. This report starts with an
introduction about Four X Four Tours, its organizational analysis, history of tour and trekking
tourism in Nepal.

This report shows much about Four X Four Tours Pvt. Ltd., its organizational structure,
marketing and operation strategy it is following, its past experiences, brief strength and weakness
analysis of the company, opportunity and threat this company faces in the market, and measures to
grow and lead the trekking business in the market.

At the end of the report, there is briefing about internship project and my personal experience
which I have achieved during doing this project.

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 TABLE OF CONTENTS

TITLE PAGE

APPROVAL SHEET

INTERNSHIP COMPLETION LETTER

DECLARATION...................................................................................................................................ii
ACKNOWLEDGEMENTS..................................................................................................................iii
EXECUTIVE SUMMARY...................................................................................................................iv
ABBREVIATION...............................................................................................................................vii
CHAPTER ONE....................................................................................................................................1
INTRODUCTION.................................................................................................................................1
Overview of the Organization............................................................................................................1
Brief History......................................................................................................................................2
Tourism in Nepal...........................................................................................................................3
Tourism Products of Nepal............................................................................................................4
Tourism Market of Nepal..............................................................................................................4
Nature of Organization......................................................................................................................5
Business Volume...............................................................................................................................6
Nature and Number of Employees.....................................................................................................6
Products and Services........................................................................................................................7
Organizational Structure (Overall and Concerned Department)........................................................9
Objectives of the Study......................................................................................................................9
Studying the Chosen Organization................................................................................................9
Specific Objectives......................................................................................................................10
Methodology...................................................................................................................................10
Organization Selection.................................................................................................................10
Placement....................................................................................................................................10
Duration.......................................................................................................................................10
Primary Data collection.......................................................................................................................10
Observations....................................................................................................................................14
Functions of Sales and Marketing Department............................................................................14
Detail of Assigned Work Responsibilities...................................................................................15

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 Problems Encountered During Fulfilling Work Responsibilities.................................................15
Data Collection for Specific Objectives.......................................................................................15
CHAPTER TWO.................................................................................................................................18
ANALYSIS AND REVIEW...............................................................................................................18
Analysis of Data Collected on any Specific Issues..........................................................................18
Critical Analysis the Theoretical Concepts Relating to Practical Experiences in the Departments..18
Knowledge Gained from the Work Assigned..................................................................................19
CHAPTER THREE.............................................................................................................................20
CONCLUSIONS AND RECOMMENDATIONS...............................................................................20
Contribution of Internship in Knowledge Gain................................................................................20
General Comments and Suggestions for the Company....................................................................21
REFRENCES......................................................................................................................................22
QUESTIONNAIRES...........................................................................................................................23
ANNEXES..........................................................................................................................................24

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 ABBREVIATION

KVC Kantipur Valley College

CIPSC China Indian Pilgrimage Service Centre of Tar

TAAN Trekking Agencies’ Association of Nepal

MD Managing Director

VAT Value Added Tax

NTB Nepal Tourism Board

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 CHAPTER ONE

INTRODUCTION

Overview of the Organization

Bachelors of Business Administration (BBA) program of Purbanchal University is a
unique program. The internship is an assignment assigned to us students to learn new things
and to cope up with the current situations of our country for Tourism Sector (the way it
functions). This experience provides us to utilize the studied academic knowledge into
practical use and learn more through guidance of professionals and other personnel’s related
to this field. It helps us in figuring out what type of work we are suitable for and our
dedication to the related fields of our interest.

Internship in Four X Four Tours Pvt. Ltd. is a step toward excellence for me since, it
provides freedom to learn and develop tourism skill under the supervision of educated,
passionate travel and tour specialists. Under the hands of the experienced & dedicated
executives on the boards, well-equipped management, working culture of office personnel
and strong enthusiasm to serve its customer at all the time, Four X Four Tours Pvt. Ltd. has

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managed to acquire distinctive position in the field of travel and tours in Nepal and Mt.
Kailash over a short period of time.

Brief History
Tourism
industry is considered as
one of the glamorous and
dynamically
growing industries
throughout the
world. It has highly
contributed to
the economy of
our country Nepal.
The Worl d Tourism
Organization defines tourists as people "travelling to and staying in places outside their usual
environment for not more than one consecutive year for leisure, business and other
purposes”.

Tourism can be defined as that temporary movement of the people places out of the
normal places of work and residence foe leisure or any other purpose. The concept of tourism
may evolve at an ancient time but the modern concept of packaged tour was introduced by
Thomas cook.

Tourism can be recognized as long as people have travelled; the narrative of Marco
Polo in the 13th century; the "grand tour" of the British aristocracy to Europe in the 18th
century; and the journeys of David Livingstone through Africa in the 19th century are all
examples of early tourism. Thomas Cook is popularly regarded as the founder of inclusive
tours with his use of a chartered train in 1841 to transport tourists from Loughborough to
Leicester. Before the 1950s, tourism in Europe was mainly a domestic activity with some
international travel between countries, mainly within continental Europe. Among the
important contributing factors were the growing number of people in employment, the
increase in real disposable incomes and available leisure time, and changing
social attitudes towards leisure and work. These factors combined to stimulate the latent
demand for foreign travel and holidays.The major component of tourism is 4A’s i.e.

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  Attraction
 Accessibility
 Accommodation
 Amenities

There are various forms of tourism activities. Nepal, being a naturally rich and beautiful
country, therefore has a large scope of tourism development. Many tourist visit Nepal every
year. Many travel agencies are operating in this field in order to provide better tourism
product as well as the services.

Tourism in Nepal
The Federal Democratic Republic of Nepal is a landlocked country located in South
Asia, with an area 147,181 sq.km. It is located in the Himalayas and bordered to the north by
the People's Republic of China, and to the south, east, and west by the Republic of India.
Specifically, the Indian states of Uttarakhand, Uttar Pradesh, Bihar, West Bengal, and Sikkim
border Nepal, whereas across the Himalayas lies the Tibet Autonomous Region. Kathmandu
is the nation's capital and largest metropolis. Wedged between the high wall of the Himalaya
and the steamy jungles of the Indian plains, Nepal is a land of snow peaks and Sherpa’s, yaks
and yetis, monasteries and temples and peace & mantras. Thrill to the high passes,
breathtaking landscapes and exhilarations of trekking in Nepal. Whether travelers want to
make a tilt at Everest Base Camp, reach remote Tibetan villages or circuit sacred lakes, this
will get them to the roof of the world.

Ever since Nepal first opened its borders to outsiders in the 1950s, this mountain
nation has had an irresistible mystical allure for travelers. Today, legions of trekkers are
drawn to the Himalaya’s most iconic and accessible hiking, some of the world’s best, with
rugged trails to Everest, the Annapurna’s and beyond. Nowhere else can you trek for days or
even weeks in incredible mountain scenery, Nepal is nirvana for mountain lovers.

The tourism industry in Nepal is very important and has very great responsible for a
large portion of the foreign exchange coming into the country. The tourist industry in Nepal
employs 42% of the total working population in Nepal. It is the main source of economic
sustenance after agriculture. Many Nepali people depend upon foreign tourists for their
livelihood. The growth of organized tourism in Nepal has given rise to higher wages of the
Nepali population depending upon the tourist activity for their economic sustenance.

3
Responsible tourism is practiced by the government to ensure environmental degradation
does not occur as by-product of the tourism.

Tourism Products of Nepal

Nepal is a landlocked country. Nepal rich in natural resources, cultural heritage and
diversity, etc. which attracts many people from all around the world. Some of the products of
tourism in Nepal are:

 Nature: The Himalaya Range, hills, Snow Fed Rivers, National Parks and Wildlife
Reserves, etc.
 Culture: UNESCO Heritage Sites, Living Goddess, 101 ethnic groups and their
distinct cultures and traditions, Lumbini, the birth place of Lord Buddha, Events and
festivals, etc.
 Adventure: Mountaineering, Trekking, Rafting and kayaking, jungle safari,
paragliding, Bungy Jumping, Cannoning, Mountain Biking, etc.
 Others: Mountain Flights, Ultra-light aircrafts, Casinos, Volunteer tourism, Eco-
tourism, Green tourism, Sustainable tourism, Bird watching, Sports tourism,
Religious Tourism, Yoga and Meditation, Rural Tourism, Community-based tourism,
Home-stay, etc.

Tourism Market of Nepal

The some of the major tourism market for Nepal are:

 Primary Markets: – India – China – The UK – USA – Japan

 Secondary Markets – Germany – France – Spain – Italy
 Emerging Markets – Malaysia, Thailand & Singapore – East Europe – Middle East

Nepal tourism board has made long term vision for the development of tourism
industry of Nepal. It also focuses on the benefits of local people of the destination and to
uplift the economic condition of the people. It has also given emphasis on the involvement of
people along with the private and the government sectors.

Nature of Organization
Four X Four Tours Pvt. Ltd. is the Nepal’s listed travel company and tour operator
which was established in 2014 and . It is a privately owned travel company which is a

4
flexible, agile and most important dependable. By investing in the trained, experienced and
dedicated executives on board, Four X Four Tours Pvt. Ltd. has emerged as the Nepal’s
Corporate Travel Management Company. Four X Four Tours Pvt. Ltd. serves the major
Pilgrims from all around the world dedicated to travel for Kailash Manasarovar Yatra from
the month of May to September. This organization also serves both the Corporate and leisure
travelers with comprehensive travel management consulting all months of the year.

An expert in Travel Management and years of experience in the field of Tourism,

their integrated and global infrastructure provides intelligent analysis of travel data,
consistent service delivery allowing other organization corporate travelers with abroad range
of resources to help them stay satisfied, productive and focused on their business/program
objectives. Their comprehensive industry insight and strong, stable ownership allow them to
guide clients through a rapidly changing and complex business travel landscape.

Four X Four Tours Pvt. Ltd. comprises of staffs who are dedicated to making your
holiday a truly memorable experience. Human resource comprises of experienced
professionals, tour guides who have more than 15 years of experience in the related fields and
so on. This helps to provide personalized service to meet the needs of a wide cross section of
clients from round the world. Four X Four Tours Pvt. Ltd. staffs are trained and prepared to
coordinate as well as provide complex emergency assistance and evacuations.

An expert in Travel Management and years of experience in the field of Tourism, our
integrated and global infrastructure provides intelligent analysis of travel data, consistent
service delivery allowing your organization’s corporate travelers with a broad range of
resources to help them stay satisfied, productive and focused on their business/program
objectives. Our comprehensive industry insight and strong, stable ownership allow us to
guide clients through a rapidly changing and complex business travel landscape. Apart from
offering conventional travel and tourism packages the company conducts Meetings,
Incentives, Conventions and Exhibition in Nepal for International Corporate. The company
staffs work hard to understand the travel needs of the customer and provide the customers
with a win array of travel and tourism products. It is affiliated with various National and
International organizations like CIPSC, AKTON, NTB, TAAN etc provides inbound services
from various part of the world and provides outbound services for Bhutan and Tibet.

5
Business Volume
There were various activities that we were engaged during the internship period at
Four X Four Tours Pvt. Ltd.. We worked as an intern for two month of period. We were
basically placed under the front desk and marketing department but we also got involved in
various other tasks of the organization.

Table 1: Business Volume of Four X Four Tours Pvt. Ltd.

Authorized Capital 25 Lakhs

Issued Capital 25 Lakhs
Paid up Capital 10 Lakhs

Nature and Number of Employees

Four X Four Tours Pvt. Ltd.’s head office is situated in Kathmandu, Nepal. Its branch
office has been opened in Delhi, India. Most of the work is done in internet and all
communication between the branches are done on online network.

Table 2: Board of Directors

Name Designation

Mr. Sachin Khadka Director

Mr. Badan Khadka General Manager

Ms. Ashim Rijal Reservation Officer

Mr. Baibhav Khadha Senior Accountant

Ms. Sita Tamang Ass. Accountant

Mrs. Ram Sharma Nepal – Sales Officer

Mr. Shivendra Mishra Kailash / India – Sales Officer

Mr. Ashrit Rijal Tour Officer

Mr. Raj Kumar Kurung Tour Officer

Mr. Raj Kumar Adhikari Team Leader / Kailash Guide

6
 Mr. Lama Babu Sherpa Team Leader / Kailash Guide

Mr. Sagar Acharya Heli Tour Specialist

Mr. Sujan Wasti Transportation Lead

Mr. Pradeep Nepal GRO / Driver

Mr. Manish Gautam GRO / Driver

Mr. Laxman Maharjan GRO / Driver

Mr Shiva Shrestha GRO / Driver

Products and Services

This organization has a wide range of working areas and it is quite successful
achieving its objectives. Some of the major activities of this organization can be enumerated
as follows:

 Domestic Air Ticket Sales and Reservation

This organization is involved in checking, booking and issuing the domestic
air tickets as per the requirement of the clients.

 Inbound and Outbound Travel and Tours Sales

There are many fixed and customizable itineraries published to the people all
around the world to choose to travel in different parts of Nepal, Tibet, Bhutan and
India. ‘

 Email Reply
Emails are the major sources of communication were all the staffs are
simultaneously replying to the incoming mails, clearing any doubts and queries of the
customer.

 Hotel Reservation
As per the request of the travelers hotels are booked as per their schedule and
itinerary.

 Transportation Reservation

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 Transportation is arranged for transferring the clients to their destination
places as per their itinerary and request.

 Domestic Charter Flights

Chartered Flights can be arranged as per the requirement.

 Trekking
There are various trekking trip to tourist destinations like Everest Base Camps,
Annapurna Base Camps, Muktinath, Humla, etc.

 Special Interest Tours

There are various activities which the travelers are keen on doing like Rafting,
Boating, Ultra flights, Paragliding, Bungee Jumping which can be booked as per
requirement.

 Emergency Rescue Co-ordinations

In case of any emergency, charter helicopters and rescue teams can be hired
for any help and assistance.

Organizational Structure (Overall and Concerned Department)

Managing
Director

Tour Sales and

Front Office
Operation Marketing
Department'
Department Department

Permanent
Reception /
Transport Field Staff / Sales
Reservation Accounts
Manager Free Lancer Manager
Manager
Field Staff

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 Figure: Organizational Analysis of Four X Four Tours Pvt. Ltd.

The above flow chart illustrates the organizational structure of Four X Four Tours Pvt.
Ltd. Managing director is the head of the company. There three different departments which
are Tour Operation Department, Front Office Department and Sales and Marketing
Department.

Tour Operation Department is responsible to operate the tour according to the final
new itineraries and programs, correspondence with clients and provide information on any
other optional tour. It furthers is divided in permanent and freelancer field staffs. Staffs are
generally Transport Manager, G.R.O., Tour guide, trekking guide, etc.

Front office department is responsible for handling day to day operation, guest
handling, telephone receiving etc. Account and reception fall under this department.
Marketing department duties is to market all the product of Four X Four Tours Pvt. Ltd.

Therefore, all the departments and personnel are lead by Managing Director.

Objectives of the Study

Studying the Chosen Organization
Generally, internship program provides practical exposure to the students in their
related field. It provides experience to the students which are very essential to cope with the
difficulty when they are recruited by other organization in future. So, to collect all the
necessary information about tourism business as well as tourism environment or trends, this
internship helps me to bridge the gaps between theoretical knowledge into practical.

Specific Objectives
The main objectives for internship at Four X Four Tours Pvt. Ltd. were:

1. To personality development and proper grooming in the field of hospitality and

tourism sectors.
2. To be familiar with the organizational environment and organizational personnel to
learn practically and have a better knowledge on how each department works.
3. To develop the communication and working skills by being exposed in the real
organizational environment.
4. To familiarize with the operation and management of Travel and Tourism industry in
a real work situation.

9
 5. To analyze the perception of the traveler.
6. To suggest some recommendation to the Four X Four Tours Pvt. Ltd.

Methodology
Organization Selection
Four X Four Tours Pvt. Ltd. is a privately owned Travel management company
founded in 1995 company. It has completed more than 20 Years of its Services in the travel
and tourism sector in Nepal and emerged as Nepal’s one of the Top travel management
company and serves both the corporate and leisure traveler with comprehensive travel
management consulting all the month of the year 24/7.

Placement
The intern was placed for two months of internship in sales departments. I was
assigned to Correspondence department; under Mrs. Nirmala Sharma in Four X Four Tours
Pvt. Ltd. was good enough time for the intern to add in their ability to handle the costumer
with nominal support from supervisor. Afterwards, the most efficient candidate as an intern
was placed in organization as per eligibility and organizations requirement.

Duration
Duration of internship: Two months starting from 01 st March, 2017 to 30th April,
2017.

Primary Data collection

Using this method, data are collected personally from the sources concerned. In the
other words, the information is personally contacted and data are collected. Interactions were
done with the respondents their jobs and departmental functions.

Activities Learned during Internship Period

As an intern I was asked to perform the task especially associated with

correspondence department. List of duties performed by me while in the internship tenure
are:

 Developed and studied the travel itineraries and tour itineraries with Quotations,
managing booked client lists with their required documents, dealing with customers
and managing invoices.
 Procedure of correspondence department.

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  Series Booking.
 Status and follow ups.
 Managed groups in every Batch groups
 Kept record of all the booked clients in a booking lists with details of all required
documents for further procedures.
 Hotel reservation, Reconfirmation and Airlines reservation as per the requirement.
 Basic domestic ticketing.
 Reservation request/cancellation/amendment/reply letter.
 Helped different department and coordinating with them for the smooth operation and
management of the office with proper planning and implementation.
 Collected and storing various data’s related to travel and tourism for future use and
analysis.
 Preparation of Reports of Number of inquiry received, total quotation sent, total
booked, total potential bookings, etc.

Analysis of Activities Done

As an intern I was told to handle the incoming and outgoing telephones and mails.
Representing the organization via telephone emerged one of the toughest tasks of that two
months intern tenure as intern was responsible for maintaining image and reputation of the
organization as well as attracting the new clients and customers with proper information of
the company. Here intern got to learn how to deal with different clients from different
cultural background and community.

Some of the important activities that intern has done or I was directly involved during my two
months tenure Four X Four Tours Pvt. Ltd. were:

1. To Prepare Itinerary

Itinerary is the main element in the tourism sector. It consists of all product and
services that are to be sold in favor of the client. An itinerary should be clear and simple so
that the client can understand properly. It should be prepared as per the interest of the client
depending upon his inquiry for the consumption of the tourism product and services. One has
to pay attention to different factors while preparing an itinerary. The itinerary should consist
of proper description and all the programs in the itinerary should be in sequential order.
Number of pax, their nationality and their duration of visit should also be considered while
11
preparing an itinerary. The itinerary may differ as per the clients because choice differs as per
the nature of the people.

2. To Do the Quotation of the Respective Itinerary

Quotation is done on per person basis depending in the type of the itinerary. It is the
total investment cost on a particular product that a client is going to consume which is
essential for the process of marketing and sales. While doing the quotation for the itinerary
one should be very careful in each and every matter. Factors like no. of nights and type of
meal plan and accommodation should be well considered. Similarly each and every factor of
itinerary should be included while doing the costing and should include certain amount of
govt. taxes and service charge and commission rates. The current amount of Value Added
Tax to be added is 13% and service charge is 10%.. Costing can be done as per single room
basis or twin sharing basis and triple sharing basis. During the costing we calculate the
accommodation cost in the hotels, transportation cost during sightseeing, entrance fee and
guide charge as per the sightseeing basis or throughout the program basis), and all other
summary cost including miscellaneous, airfare, AC supplement casino coupons dinner and
lunch coupons, etc.

3. Preparation of the Correspondence File

Correspondence file contains all the written form of all the travel itineraries, hotel
voucher and other documents required for the travel of a particular traveler as per their
program.

In addition of this we have to record the date of travel, sectors that the clients are
traveling, their mode of travel (by air or surface transfers) hotel reservations that they have
provided status of the reservation and meal plans (BB, MAP, AP, EP). On the top of the file
we have to mention their nationality and if there is anything special to be noted about the
guest as per the nature of the guest it should also be mentioned.

This file consists of all the items and correspondence which is necessary during the
visit of the client. It contains the itinerary and its quotation as per the demand of the clients
and here with the service vouchers are also attached along with the written correspondence.
Inside the file we attach the day to day itinerary of the client for our reference. The agent
sends the final confirmation voucher to us and after we receive the final confirmation voucher
we prepare the operational file.

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 4. To Send Replies to the Agent and Send RR, Cancellations to the Hotels and
Restaurants

Once the agent sends the inquiry, it is the duty of the correspondence staffs to reply
the agent by providing them with the possible and proper itinerary along with its respective
quotation. While sending any type of mails to the agent or sending the RR or Cancellation we
should use simple language and it should be short and sweet. It should be such that the
receiver gets the clear idea about what we are trying to communicate. We should not make
the receiver confused by using the complex words or language. While sending the RR to the
hotels and restaurant we should first make an inquire call and then send the mail being base
on the conversation. We should always communicate with only one person with whom we
are dealing for our comfort. Here also we should use simple language and the mail should be
short and sweet. While sending the cancellation we should pay proper attention towards the
rules regarding the cancellation of the respected hotels and restaurants to prevent from
possible charges.

5. To Make the Follow Up Calls

After we send the RR or cancellations to the hotel and restaurants, until we do not
receive any reply from them we should make a follow up calls to remind them. While making
the call we should always remember to communicate with the right person. Politeness and
patience is must while making a call.

6. To Make Entry in the Booking List

It is a process in which we keep the record after we make the reservation in different
hotels, restaurants, airlines etc. here in the register we keep the records of the details such as
name of the client, number of pax their date of arrival, flight details number of room required,
name of the agent along with the hotel we have confirmed for the guest stay. Also we have to
note down the file number and the name of the tour officer assigned for the group. It is not
always sure that the files which are enlisted inside this register are confirmed. It may also be
cancelled due to certain problems or circumstances.

7. Service Vouchers

Service vouchers are also known as the exchange voucher. It is so called because it is
prepared in exchange of the services with different service provider agencies such as hotels,

13
restaurants, and trekking agencies. We have to mention the details like name of the client,
number of pax, their nationality, arrival and departure date, sector o travel and mode of
traveling. It should properly contain the number of room along with the meal plan and other
special requirement (if any). The voucher is issued to the service providers. There would be
four copies of the voucher. The original copy would be attached for providing to the guest.

Observations
In most of the cases information is collected through the personal observation and
review. Information regarding condition of assets in bank the banking environment, general
tendencies of the staffs towards their tasks, etc. is collected through observation and review.

Functions of Sales and Marketing Department

The major functions of Sales and Marketing Department is to sell the product of the
company in the competitive market. This department plays a vital role in the existence of the
company in the future competitive market by helping to earn the revenue by higher sales of
products. Some of the functions of this department are:

1. Sales of the company product

2. Dealing with customers
3. Providing company and product information
4. Creating and developing itineraries
5. Email newsletters

Detail of Assigned Work Responsibilities

I performed various activities in different department under the supervision of the
head of the department. In doing this I was able to gain in depth knowledge regarding the
functioning of the various departments of the travel agency that helped a lot in grooming the
interpersonal skills with the full confidence.

Some of the activities performed in different department during internship period are:

1. Email reply
2. WhatsApp / Call
3. Follow ups
4. Booking list management
5. Invoice management
6. Study materials / research

14
 7. Email newsletter
8. Private trip Customization

Problems Encountered during Fulfilling Work Responsibilities

There was not lot of problem faced and solved by me as intern was working as
support to the permanent staff of the organization. But still internee had few problems that
really tested my knowledge and skills and patience and intern was good enough to solve.
Some of the problem were solved with the help of seniors but most of was done by me.

Problems are the hindrances that should be avoided of any industries. One of the
major aspects of a good human resource is handling problem to the best. Various tactics has
to be applied to solve the problem. As an internee I had to face many problems during my
internship at Four X Four Tours Pvt. Ltd. At the beginning of my internship when internee
didn’t know enough information about the itineraries, costing and tour management it was
real tough task for me to respond to the inquiries.

Data Collection for Specific Objectives

To provide the easy and homely services to the customers travelling from all around
of the world, Four X Four Tours Pvt. Ltd. uses its valuable resources of internet network with
qualified human resources in the modern market. Objectives of Four X Four Tours Pvt. Ltd.
can be listed as:

1. Provide a high standard of services suitable for individuals seeking relaxing,

comfortable and memorable experiences in the hospitality and tourism industry.
2. Provide the tourist market with the quality personal required by the tourism industry.
3. Produce expeditions and memories that would satisfy each and every single of the
customers.
4. Evaluate current cultural, economic, and social issues affecting the tourism and travel
industry.
5. Participate in both local and regional community service by providing general
lectures, consultation, and training programs.

15
 CHAPTER TWO

ANALYSIS AND REVIEW

Critical Analysis the Theoretical Concepts Relating to Practical Experiences in the

Departments
This report is about every activity that I have done amid my internship period in Four
X Four Tours Pvt. Ltd. The analysis I have done in this report has given me a great
information to comprehend the genuine picture of the Travel and tour organization and
helped me to find out about the technique for collecting, presenting and examination of data.

This report has been readied not exclusively to satisfy the prerequisite of the
University yet in addition to extend my insight about the working culture in an organization.

16
Both practical and theoretical encounters go hand in hand and have their own particular
significance. The management theories we had before learned theoretically are connected in
the everyday works of the workplace. Additionally, both practical skills and theoretical
knowledge are important to ace a specific field. The theoretical learning offers direction to
the mind and the mind guides us to change over these theoretical concepts into the practical
performances.

When working as an intern in Four X Four Tours Pvt. Ltd., I got a chance to closely
watch the workplace of the different divisions of the travel and tour organization. As from my
perception I came to realize that among different management theories that we have
considered in our class hours some of them are consistently and effectively used though, a
portion of the theories are not executed for the improvement of the organization.

David C. McClelland’s Acquired Needs Motivation Theory is applicable in my

organization as Acquired Needs Motivation Theory says that humans have three types of
emotional needs: achievement, power and affiliation. Four X Four Tours Pvt. Ltd focuses on
individual’s emotional needs, achievement, power and affiliation. Giving employee their
incentives, salary, and bonuses on time helps the employees to be motivated to do the work in
efficient way as possible according to Stephen (2003), Acquired Needs Motivation Theory.

Maslow's Hierarchy of Needs Theory in the book Maslow (1943), A Theory of

Human Motivation theory is a portion of the management theories that we have considered
and these are routinely used in Four X Four Tours Pvt. Ltd. to accomplish the organizational
objective. Maslow's Hierarchy of Needs Theory states that five categories of human needs.
Those needs are physiological needs, safety needs, love and belonging needs, esteem needs,
and self-actualization needs. Physiological needs are achieved by Four X Four Tours Pvt. Ltd
by giving the employee’s their salary on time. Safety need is fulfilled by Four X Four Tours
Pvt. Ltd by giving the employees permanent position. Love and belonging needs are fulfilled
by Four X Four Tours Pvt. Ltd by giving the employees proper working environment. Esteem
needs, and self-actualization needs is fulfilled by Four X Four Tours Pvt. Ltd by giving them
awards and recognition in programs and big seminars organized by the Four X Four Tours
Pvt. Ltd.

SWOT Analysis

SWOT analysis gives overall strength of a company on the other hand weakness it
should improve in order to get opportunities in the market. However, threat is always there
which should not be ignored.

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SWOT analysis of Four X Four Tours Pvt. Ltd. done below.

Strengths
Four X Four Tours Pvt. Ltd. P. Ltd. has more than 10 years’ experience in trekking
and expedition business. All the staffs are honest, friendly, skilled field staffs with good
connection with tourism associations and channels in case of emergency. This company has
well past customer link, base and recommendation of customers with good reviews on travel
forum such as Trip advisor, lonely planet which are good source of getting new customers.
In my opinion, there is a great opportunity for the travel and tour sector and this
company will be in great advantage since it has been running for more than 10 years. It has
huge number of customers link which can be used in future. Guide of this company is also
highly skilled.
Weaknesses
There is shortage of reliable staff in case of many groups in one particular season.
And more skills and training needed for the newer staffs.
In my opinion, staff should be hired and training should also be provided to the staff
to achieve the organization benefit.
Opportunities
Four X Four Tours Pvt. Ltd. has the opportunities to grab attention of past customers
attention with marketing regularly and use their recommendation. They can use social sites
for marketing tools. Government of Nepal is giving much support on developing tourism
sector and offers various packages, loans and investment. Four X Four Tours Pvt. Ltd. may
have this opportunity to grab it.
In my observation I found that The Four X Four Tours Pvt. Ltd. Social site should be
use for marketing for the smooth function of the organization.
Threats
There are many market competitors. There are lengthy government rules, permit
procedure and 13% VAT provision. Also, there are sudden changes in Chinese Embassy rules
and Regulations without prior notice. Politics and political instability in Nepal is hugely
harming tourism sector which is also affecting this company.
In my observation the threats of an organization is the rules and regulation of the
government, embassy and the climate change of our country.

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Analysis of Data Collected on any Specific Issues
It was the extracurricular and outer gaining practical based study. So far I concern
after all my work experience over 2 months in this organization I found this organization has
earned good will in the national and international sector for building of a hospitality service
with good relations. This organization seems to have ability to fulfill determinants of service
quality such as reliability, responsiveness, assurance and tangible aspects.

The industrial practice in an agency has developed my confidence to work in a travel

agency. I am much more aware of the rules and regulations that have to be followed by
liberal tours and travels. This type of organizational practice or internship required for the
tourism students to develop skills knowledge and experience in travel and tourism industries.
It is more fruitful to build confidence and ability which will be very helpful to the students
for the further career development

I have found it very beneficial and interesting to work as an internee in Four X Four
Tours Pvt. Ltd. However, there are some constraints that I have realize and found during my
internship. Due to the time constraint, I couldn’t gain much knowledge which I have hoped to
learn but the employees are very friendly and helpful which makes the work environment
more interesting and easier to work with.

Knowledge Gained from the Work Assigned

Choosing Four X Four Tours Pvt. Ltd. among others was very important decision of
mine while doing internship. There were other agency which I could select but Four X Four
Tours Pvt. Ltd. stands the best for the internship in order to achieving my preset objectives.
And so far I achieved too. Kailash team and officer were very friendly in teaching what they
had to. From “how to issue permit” to “how to deliver the good service” and lot more. I
experienced that the working attracting customer, sending quotes, giving information is just
30% of the work. Meanwhile, other 70% is done in the field once foreigners come for visit.
The success and unsuccessful of the entire operation depends on staffs ability to handle the
field work, weather condition, clients fitness and overall packaging.

Secondly, marketing is very important tool to bring clients. Happy and satisfied
customers of past plays a vital role in marketing of the products of a company in their home
countries. The recommendation is the best way of marketing in the tourism business. The use
of social media also plays crucial role in marketing the tourism product to the customer. It is
the cheapest, fastest, easiest way to convey what companies’ tourism products are.

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20
 CHAPTER THREE

CONCLUSIONS AND RECOMMENDATIONS

Contribution of Internship in Knowledge Gain

During the tenure of my internship at “Four X Four Tours Pvt. Ltd.”, intern, I have
learnt that internship is an excellent way of developing professional skills and knowledge. I
have learnt to use our theoretical knowledge into practical presentation, to enter into the real
professional world and to penetrate through working environment including both internal and
external environment of the organization.

Four X Four Tours Pvt. Ltd. in terms of providing technical knowledge and skills to
intern was very kind and excellence in its quality and cooperation. Whatever help and support
intern received from the permanent staff were truly respectful and valuable. Intern internship
tenure would have never been successful without them.

After three long months of internship tenure, the intern got to find Four X Four Tours
Pvt. Ltd. as an organization of effective management, well trained and experienced human
resource and a fantastic working culture. It is a service oriented body which has a feeling of
competition with its counterparts and which has an ambition to uplift the travel and tourism
industry of the nation from one of the most important service industry of Nepal.

Concluding this report, what I learnt is tourism business has been hugely been
effected by recent earthquake. The arrival of foreigner to visit Nepal is in decreasing trend.
The top tourism organization like Nepal Tourism Board (NTB) and others are still in active in
developing proper strategy to recover the tourism business. The association can lobby with
the government, tourism stake holders, local community to build the infrastructure needed to
revive overall tourism. Nepal is indeed a beautiful country, for a betterment of tourism; it
needs lot of infrastructure development as per international standard, government
contemporary rules and regulation, skilled manpower and most of all political stability.

Hence, after this intern would like to dedicate my knowledge, experience and skills
that intern acquired during the internship period in Four X Four Tours Pvt. Ltd. and it would
be assets for my professional working life in the upcoming future.

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General Comments and Suggestions for the Company
Four X Four Tours Pvt. Ltd. is also known as well reputed Nepal tour operator
company of Nepal, but I have found some critical point that need to be notice and implement
if good way.

 According to the service Four X Four Tours Pvt. Ltd. offers, it is quite small
organization.
 There is less roles, decision conflict, and authority among all the heads of all
departments. All the decisions are made by Managing Director at top level. The
decision making and authority should be distributed.
 Marketing is particularly based on happy customer and their recommendation.
 Company can focus and invest in marketing through social media and more
importantly participating in the international tourism fairs.

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 REFERENCES

Stephen, P.R. (2003). Organizational behavior. Prentice Hall

Maslow, A. H. (1943). A theory of human Motivation. Psychological Review.

Four X Four Tours Pvt. Ltd (2078/79). Annual Report. Author.

Nepal Tourism Board (2079). Annual Report. Author.

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 QUESTIONNAIRES

Information is also collected using questionnaires. A sample questionnaire was developed

with the questions such as:

1. What are the major functions of departments?

2. How many units or sections are there to facilitate the functions of the departments?
3. How many staffs and of what designations are employed in departments?
4. What are the major duties and responsibilities?
5. How the works are performed?

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 ANNEXES

Patan Durbar Square

Boudhanath Stupa

Pashupatinath Temple

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 Bhaktapur Durbar Square

Peace
Pagoda

26
Fewa
Lake

Mu
ktinath Temple

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 Mount Everest
Mount Kailash (Tibet)

Chitwan National Park

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 Thamel Street

Some pictures after Earthquake

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