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TOUR OPERATIONS

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Objectives
1. To explain the different stages of the tour operations cycle

2. To apply the procedures involved in contracting rates from the various suppliers

TOUR OPERATIONS

Preparation and implementation of all activities within an itinerary, within a given time frame, and within the estimated costs, in order to meet expectations of paying client.

TOUR OPERATIONS

Customer Satisfaction is the delivery of what has been requested by the buyer (traveler) and what has been committed by the supplier (seller) through the middlemen (travel agent and tour operator).

Tour Operations Cycle
Contracting

Costing
Planning

Evaluation

TOUR OPERATIONS

Quotations

Reservations

Accounting

Field Operations

TOUR OPERATIONS
PLANNING

Setting the objectives to be achieved, customer focused, destination oriented, financial or corporate by the tour operator.

The process of determining the objective to be achieved: • Customer satisfaction • Destination and community endorsement • Financial gain • Organizational promotion

TOUR OPERATIONS
PLANNING

Setting the objectives to be achieved, customer focused, destination oriented, financial or corporate by the tour operator.

1.1. customer satisfaction-meeting the expectations of the client 1.2 destination or community endorsement-marketing of a specific site 1.3 financial gain-for profit, or recovery of funds already invested 1.4 organizational promotionsenhancement or reinforcement of a corporate image

TOUR OPERATIONS
TOUR PLANNING

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Client Profile Destinations requested or proposed Duration Category of accommodations Meal plan Sightseeing or activities requested or suggested Mode & class of transportation Ancillary services Guide and/or tour escort services Number of Free-Of-Charge (FOC) allowed or required

TOUR OPERATIONS
PLANNING

Setting the objectives to be achieved, customer focused, destination oriented, financial or corporate by the tour operator.

Profit- the ultimate financial objective in tour planning
Pricing –adding markup to the actual costs is called pricing

TOUR OPERATIONS
CONTRACTING COSTING
•Putting together the costs of the various activities or services included in the itinerary, depending on the number of projected travelers availing of the tour package •Confidential Tariff construction.

QUOTATION

Negotiating and collecting from suppliers the contracted rates, concessions, most favorable terms available to tour operations

•Desired profit plus cost and pro-rated concessions. •Listing of prices in the Confidential Tariff (Cost + profit = quotation)

TOUR OPERATIONS
TTCorporate

Goals or Objectives

Enhancement of the company’s “distinct image” that aims to: 1. Attract clients 2. Make it stand out among its competitors 3. Increase returns by building up cumulative impact 4. Generate word-of-mouth endorsement 5. Speed up communication of the message 6. Entice new staff members

TOUR OPERATIONS
Contracting Assessment of the Suppliers: -Tour operator’s credibility, potential, track record, and credit worthiness before committing any contracted rate. Assessment of the Tour Operator: -Ability of the supplier to provide the services contracted & within specified standards

Contracting
Contracted Rates
OBJECTIVE: To get the best available rate, with the most concessions, at the most favorable terms

Suppliers from hotels, restaurants, transportation companies and tourist sites

Contracting
TRANSPORTATION CLASS/ TYPE OF SERVICE
LAND
(tourist transportation

HOTEL CATEGORY/ TYPE OF ROOM

ENTERTAINMENT/ ADMINISTRATORS OF TOURIST ATTRACTIONS

companies/commuter bus companies)

Per hour Per trip, sector Per person Per equipment type Size basis Subject to company’s franchise, insurance, driver’s training

Room category is matched with contracted room rate and meal rates

AIR
Class, Carrier’s frequency, schedule

SEA
Class, w/ or w/o cabin No. of meals

May extend to other business and leisure facilities available in the hotel

Entrance fees to special shows or full use of special venue

Contracting
TAXES
INSURANCE FEES SERVICE CHARGE

Contracted rates must indicate whether fees, taxes and other charges are included Terminal fee, toll fee reflected separately NET INCLUSIVE

Rates for passage on a per person, per sector basis always include insurance fees.

“PLUS-PLUS” (Net ++)

Violating the conditions of an insurance policy (loading passengers than those allowed/areas not covered by policy), renders insurance coverage void)

Cover charges in restaurants and bars are inclusive of tax and sometimes service charge.

Contracting
APPLICABLE CONCESSIONS
Each supplier will grant concession based on the track record of TO

VALIDITY OF CONTRACTED RATES

BOOKING AND RESERVATION PROCEDURES AND CONCESSION

TRANSPORTATION Free ticket for specified number of full paying tickets issued (if traveling on same sector, flight, date)
Chartering transportation equipment may extend to 1 hour of usage free, for every 5 full hours of usage HOSPITALITY 1 free bed (max 4) for every 15 paying beds, to free welcome drink of breakfast in room rate

Must be indicated (time, market) Rates are valid 01 Jan to 31 Dec or 01 Apr-31 Mar

Policies and procedures in contract of agreement Option dates – date preset by the supplier, by which time the tour operator must firm up or cancel a confirmed reservation CUT-OFF PERIOD – preset when the negotiations for allocations are undertaken DEPOSIT PAYMENT – to confirm reservations

Contracting
CUT-OFF PERIOD Free sale – a number of seats, beds, rooms are allocated to a particular tour operator to sell within a period of time leading to a cut-off date The tour operator may no longer sell these after cut-off date. DEPOSIT PAYMENTS Contract agreement must specify refund policy and conditions in case of non-utilization of confirmed reservations, subject to cut-off period agreements

Costing
COSTING
The process of determining the actual cost of a tour package by detailing the various components of the package, and attaching a specific cost represented by the contracted rate to each, according to the costing methods. COSTING AN AD HOC OR REGULAR TOUR PACKAGE
COSTING A CONFIDENTIAL TARIFF WHOLESALE PRICE AND COMMISSION LEVELS

Quotations
QUOTATION The sum total price of services requested or proposed FIRM QUOTATION The sum total price of services requested, reserved and reconfirmed PROPOSAL A formal quotation indicating the category of accommodations, meal plan, transfers or tours, no. of complimentary concessions, booking terms and payment conditions. QUOTATION

•Desired profit plus cost and pro-rated concessions. •Listing of prices in the Confidential Tariff (Cost + profit = quotation)

Made up of cover letter with an attached technical and or descriptive itinerary

TOUR OPERATIONS
RESERVATIONS FIELD ACCOUNTING

Processing the advance request for space or services with the suppliers

TRANSFERS Arrival or departure TOURS Sightseeing or packaged ACCOMMODATIONS and MEALS air, sea, land ANCILLARY SERVICES

Collection of payments and payment to suppliers

Reservations
Reservations are advanced requests for available space or services at some time in the future. A confirmation is a written advice by a supplier that a reservation has been accepted and will be honored. “Confirmed reservation” Ensure that reservations are received, accepted and confirmed. 12 yrs old and above – full fare adult 2-11 yrs old – child fare of 50% Infants-23 months old – 10% or no fare

Reservations
Reservations are advanced requests for available space or services at some time in the future. TRANSPORTATION COMPANIES Reservation with airline: 1.Sector/Leg required 2. Date of Travel 3. Flight number/class 4. Passenger name/how many passengers *Reservation status: confirmed, waitlist, unable PNR and ticketing option

Reservations
TRANSPORTATION COMPANIES Inter-island shipping
1.Passenger name and number 2. Date of departure 3. Embarkation and debarkation points 4. Breakdown of accommodations (suite room, stateroom, cabin, business, tourist, economy)

RESTAURANTS AND F&B ESTABLISHMENTS 1. Passenger name and number (lead) 2. Date of Event/Function (reservation made, ETA) 3. Number of tables (configuration) 4. Type of service requested 5. Form of payment 6. Tour Guide’s Name

Reservations
Make sure to send information in “black and white” by letter to firm up reservations. Emails and faxed booking orders with authorized signature are accepted as reservation documentation.

Field Operations
Cover the actual delivery of services, and all the activities of the travelers from the moment of arrival to the time of departure.

How well the preparations in the office have been done will definitely reflect on and affect the operation in the field. Divided into transfers and tours which must always be coordinated, planned, and scheduled.

Field Operations
Duties and responsibilities of tour coordinator: 1. Meets and assists guests upon arrival and provide send-off assistance and airline group check-in upon departure. 2. Accompanies parties in transit from the gateway to the hotel, and assures safe arrival. 3. Coordinates check-in/check-out procedures at the hotel. 4. Assists the tour guide in generating additional revenues by selling of optional tours to the clients.

Field Operations
Duties and responsibilities of tour coordinator: 5. Reconfirms connecting/onward reservations on domestic/international flights, for and inbehalf of the clients. 6. Supervises baggage handling whenever required. 7. Establishes good professional relationships with hotels and the drivers 8. Arranges, if necessary, alternative facilities. 9. Ensures parties have satisfactory transport, meals and hotel facilities as arranged. 10. Performs other tasks required

Accounting
All the transactions in the field are covered by the Tour Voucher of the Exchange Voucher

Accounting
All the transactions in the field are covered by the Tour Voucher of the Exchange Voucher

Accounting

Suppliers providing services are paid upon presentation of said vouchers to the issuing entity.

When accepting tour vouchers, check all the inclusions, number of participants, including the number of complimentary, number and type of rooms, number of meals, the inclusion of transfers and sightseeing tours.
The issuing entity will pay only the basis of what is written in the voucher.

Evaluation

EVALUATION

Processing the advance request for space or services with the suppliers

Assessment of the client’s satisfaction in the package or product