A 3000-word internship report of a travel agency specializing in tourism management.

Specialized courses:

Hainan University Tourism College 2003 Tourism Management Major (Tour Guide and Travel Agency Management)

Name: Sun Huihui.

Student number: 2003923 126

Personal phone number: 13976723772

Internship: Sanya Hot Island Holiday Travel Agency

Location of internship unit: No.708, Floor 7, Tonggang Hotel, Sanya, Hainan Province

Telephone/fax of internship unit: 38257667( 10 line) /88260630 (two units).

Internship post: planning and adjustment

Instructor of internship unit: Manager Weng/Manager Pan.

Internship start time: 2005. 10.25.

End time of internship: April 25th, 2006.

Out of 20 points

Actual score:

Scoring basis:

The college instructor signed for confirmation:

Practice Log (Part I)

05 10 65438

At work, it is often encountered that the travel agency has some money left in the hotel. There are four main reasons: first, the wrong account remitted more money; Second, because the room where the payment was originally confirmed, the guest had something to check out early; The third is to ask the hotel front desk to collect and keep the difference; Fourth, the rebate given by Holiday Inn to travel agencies. Whatever the reason, in short, the money left in the hotel must be offset in time, because after the time stipulated by the hotel, the money will always belong to the hotel. So, how can I offset the balance? Of course, the most direct and effective way is to offset the room fee. When I want to offset the room charge, intuitively, I indicated on the reservation form sent back by the hotel how much the room charge offset the remaining room charge. Then I called the reservation department and told me. As a result, the reservation department told me that my operation was wrong. The whole program should be: 1. Attach the original reservation form involving the remaining money of the hotel with the remittance voucher at that time and write down the complete offset details, telling me which money was offset last time. Then send it to the hotel finance department. 2. After receiving the offset bill, the hotel finance department should first check the accounts at that time, confirm that the balance has not been offset, and then sign back to inform that the money exists and can be offset. 3. The travel agency sends the signature confirmation form sent back by the hotel finance department to the hotel reservation department, so that the reservation department can offset the room rate for us. It can be seen that in the case of involving accounts or the interests of both parties, it is not to say that you do what you think unilaterally, but to operate and execute according to a strict procedure through consultation between the two parties, so as to know what the profit and loss of the enterprise is. Because this is not an individual interest, it is the interest of the whole collective. In order to prevent private mutual insurance, the flexibility is relatively small, and mandatory rules take precedence.

Practice Log (Part II)

05 12 05

At first glance, invoicing does not seem very important, but it is a major project between travel agencies and guests, and between travel agencies and hotels. Almost every time guests have a meeting, book a room, cook, entertain or shop, they will ask for an invoice in order to return it to the company for proof or reimbursement. As a travel agency, it is natural to try our best to do this link well, because it is also the embodiment of perfect service. Generally speaking, if a guest spends money directly in the hotel, he (she) can go directly to the cashier at the front desk and ask the hotel to issue an invoice for the amount spent. If the invoice to be issued is more than the amount on the receipt, 6% tax will be deducted. In principle, hotels require travel agency staff to exchange receipts (originals) for invoices, because it is more convenient for hotels to make accounts, and it is not easy to invoice repeatedly with copies of receipts. However, if an agreement has been reached between the travel agency and the hotel, the travel agency can directly send a fax (with remittance voucher attached, financial stamp stamped and accounting date indicated) to inform the hotel's finance department, specify the amount to be invoiced, and ask the front desk or finance department to keep it, and then let the guest or driver directly report his name and get it. This saves a lot of human resources. Of course, this does not mean that hotels can issue as many invoices as travel agencies want. The hotel will adjust according to the close relationship between the travel agency and the actual consumption situation. Because not every consumer will ask for an invoice, this gives the travel agency room to invoice. Hotels and travel agencies will also record at the same time, so that future accounts can be seen at a glance and cooperation can be smoother. Therefore, seamless and lasting cooperation between enterprises needs to be based on mutual trust and mutual benefit.

Practice Log (Part III)

6 February 13

Guests enjoy a variety of services in the hotel. No matter the details or the whole, many departments need to cooperate to make the guests feel comfortable and satisfied. For most departments, there are front desk, reservation department, sales department, housekeeping department, catering department, finance department, public relations department, concierge department, engineering department, purchasing department, motorcade and so on. Their functions vary greatly in different regions. Both are indispensable. In daily life, travel agencies are most in contact with the reservation/sales department (rooms or meals) and the finance department. Because these are closely related to the interests of the hotel, whether the hotel is profitable or not mainly depends on the housing rate and the profit left by maintaining the lowest cost of the hotel. Once, a guest called to ask if he wanted to take photos at Sheraton Hotel, and wanted to know if there were any conditions. Upon receiving the call, he responded directly. I don't think taking pictures will bring trouble to the hotel, and I believe the hotel should be willing to accept it. After all, this is also an affirmation of the guests. But considering that I am not from the hotel, in order to better serve the guests, I called the relevant personnel of the hotel. The call was transferred to the public relations department. After the professional explanation of the staff of the public relations department, I realized that there are two situations in hotel photography: 1. If the guests staying in the hotel bring their own camera equipment for their own use, it is permissible and reasonable to take pictures of the relevant hotel scenery as souvenirs for future entertainment. 2. If a guest invites a professional photographer into the hotel to take photos for him (such as wedding photos), he must make an appointment with the relevant party of the hotel (such as public relations department), which does not involve any advertising interests. Under the condition of publicity, the hotel will arrange a specific time to shoot in some specific areas, and must be supervised by accompanying personnel. It can be seen that the hotel attaches great importance to its own image and reputation, and has a very strict system in this respect. The hotel has the right to protect its own interests from infringement, and at the same time provide certain convenience for the needs of its guests.

Practice Log (Part IV)

March 26(th), 2006

At present, a large proportion of foreign tourists come from golf. Sanya not only has romantic tropical customs, but also is a paradise for leisure and entertainment. There are several golf courses alone, among which Yalong Bay Golf Course and Red Canyon Golf Course are the most famous. Yalong Bay is a resort in Sanya, and many first-class hotels are located next to Yalong Bay. Therefore, Yalong Bay Golf Course is naturally favored by many golf enthusiasts. Most of the guests who book golf are hotel guests, because not only the distance is short, but also the time can be arranged according to their own itinerary. Golf reservations are very accurate. First of all, the travel agency should find out how many people are involved in golf, which day, which time and how many games to play. A few holes. After confirmation, you can send an advance order to the club to reserve a tee for confirmation. Golf fees generally include green fees, carts, caddies, escorts, etc. If necessary, there are clubs, shoes, umbrellas and lockers, plus insurance. Most golf guests will prepare some necessary equipment for playing, and choose to play 9 holes at will according to their own needs. 18 hole or 36 hole. Booking a golf course is similar to booking a hotel room. Its price can also be flexible, rising and falling with the market at any time. If you are not sure, you can reserve seats first, but once you confirm that the visiting team system has arrived at the stadium, it cannot be changed. If the guests haven't arrived or the travel agency hasn't paid for the stadium, the stadium will charge the travel agency fees or directly ask the guests for the fees. This will inevitably bring bad influence to travel agencies and produce mutual cooperation.

Summary of graduation practice

Topic: My opinion on the dispatch of travel agencies.

Specialized courses:

Hainan University Tourism College 2003 Tourism Management Major (Tour Guide and Travel Agency Management)

Name: Sun Huihui.

Student number: 2003923 126

Personal phone number: 13976723772

Internship: Sanya Hot Island Holiday Travel Agency

Location of internship unit: No.708, Floor 7, Tonggang Hotel, Sanya, Hainan Province

Telephone/fax of internship unit: 38257667( 10 line) /88260630 (two units).

Internship post: planning and adjustment

Instructor of internship unit: Manager Weng/Manager Pan.

Internship start time: 2005. 10.25.

End time of internship: April 25th, 2006.

Out of 20 points

Actual score:

Scoring basis:

The college instructor signed for confirmation:

My opinion on the dispatch of travel agencies

The full name of our company is Sanya Branch of China Youth Travel Service-Sanya Hot Island Holiday Business Travel Agency Co., Ltd., which is located in the bustling city center. The company has 10 telephone line and 2 fax machines. It occupies its own place in the center of Sanya, a tourist resort. Like other travel agencies, it is responsible for booking rooms, golf, air tickets, providing car rental, and undertaking tour groups or conference groups. Design tourist routes, etc. In terms of booking, we have booked hotels in Hainan, regardless of whether there is an agreement or not, but most of them are five-star and four-star hotels, especially Yalong Bay hotels, which mainly promote Sheraton.

Since joining the work, I have found that there is a big gap between the knowledge in books and the actual problems, and I have gradually learned more about the travel agency industry.

Tourist reception first represents the image of the travel agency. It has the following attributes and characteristics:

(1) synthesis.

Because tourism products are very comprehensive, including accommodation, catering, transportation, entertainment, sightseeing, shopping and other services, the reception process is the process of realizing the above services. Therefore, the reception work is a comprehensive work.

(2) Normative.

Because tourism products are purchased first and then consumed, in order to ensure the product quality of travel agencies and satisfy customers and consumers, the whole service process of travel agencies should be realized in accordance with norms and standards. Only in this way can the reception work proceed smoothly. So the reception work is highly standardized.

(3) culture.

Tourism activities include the understanding of culture and the thirst for knowledge, which objectively requires the reception work to be highly cultural. The main part of the reception work is the guide reception service, which not only helps and takes care of the guests' travel life, but also spreads culture during the explanation. Therefore, the reception work is very cultural.

(4) principle.

Because the reception work is independent and the reception staff and guests communicate in two directions, the reception work should abide by two principles: first, we should adhere to the four cardinal principles and strictly follow the party's principles and policies; Second, we must earnestly abide by the discipline of foreign affairs, the rules and regulations of tourism work and related work rules.

In travel agencies, planning is the first to become an image representative. It is the chief dispatcher, commander-in-chief and chief designer of the travel agency, completing the ground connection and implementing the mission plan. "Everything is under control", with strong professionalism, autonomy and flexibility. If "outreach" is an industrious buyer, then planning is "cooking masters", and through their skillful hands, they will make it "sour and sweet"

First, humanization.

Dispatchers should be polite, humble, humble, concise, neat, generous, considerate and considerate when speaking and answering the phone, and develop the habit of using "modest words" such as "more attention", "do it right away", "please rest assured" and "more cooperation", which gives people a feeling of kindness and spring breeze. Every phone call, every confirmation, every quotation. Official documents should be standardized, literal, neat, clear, beautiful, concise, accurate and vivid, so as to win the goodwill of the other party and exchange their trust and cooperation. An excellent dispatcher must be the colorful "window" display of this travel agency, which attracts "bees" all over the world like "flower buds".

The second is to be organized.

The dispatcher must carefully read the reception plan sent by the other party, focusing on the specific time, the number of people, the number of rooms used, whether there is a single room or a double room, whether the children occupy the bed, whether to use it early, how to pay government taxes, etc. The exact time and port of traffic arrival, notify the other party in time when problems are found in the verification process, and make changes quickly. In addition, check whether there are ethnic minorities, religious believers or special dietary requirements among the staff, so as to inform the restaurant in advance; If you find a tourist celebrating his birthday in the local area, remember to send him a birthday cake to celebrate. If the number of people increases or decreases, the vehicle should be replaced in time. Organization is the core of standardization, the prelude to standardization and the basis of programming.

Third, there is thought.

"Five decisions" (booking rooms, tickets, cars, tour guides and meals) are the main tasks of the dispatcher. With the needs of Hainan's tourism market, "Golf Booking" has been added. * * * "Six reservations". Although things are complicated and dazzling, dispatchers must always keep a clear head and implement them item by item. This is very similar to the marshalling station of the freight section of the train, and it is not well compiled. Even "out of touch." As the saying goes, "a good memory is not as good as a bad writing." To be patient and considerate, we should pay special attention to two words. The first word is "quick", and you can't answer each other's questions for more than 24 hours. If it can be solved, it must be solved immediately. The speed of solving problems often represents the operation level of travel agencies, so we must race against time and act quickly. The second word is "quasi", which means one.

Fourth, diversification.

It is not easy to form a group, but the price is often lower and the quality is better, and dispatching personnel often plays a big role in it. Therefore, the dispatcher should prepare several different price schemes for the ground connection lines to meet the needs of different tourists and leave room for reasonable profits. Bargaining with customers is a routine for dispatching personnel. With various schemes and means, dispatchers can succeed in "variables", but they can't.

Fifth, knowledge.

Dispatchers should not only have routine means of normal operation, but also be good at learning, be willing to learn, keep abreast of changing new trends and new information to improve their work level, be willing to study new working methods hard and constantly "recharge themselves" in order to be higher, faster, more accurate and stronger. The adjustment of land, sea and air prices and the change of flights; For new local attractions and routes, we should not rely on "listening to others" or telephone inquiries, but should pay attention to on-the-spot investigation. Only by mastering detailed and accurate first-hand information can we calmly meet the challenge and ensure the quick and smooth action.

Engineers should not only "bury their heads in pulling carts", but also "look up at the road". They should learn one step first, learn one step quickly, learn one step early, arm themselves with rich knowledge, get the latest information from various channels at the fastest speed, and put it into research and application, so as to be "a prophet before the spring flowers bloom and the moon falls." Studying hard with an open mind and operating with knowledge is actually the biggest trick.

Of course, the overall promotion of the dispatcher does not mean that as a dispatcher, everything can be arranged perfectly. Many times, many travel plans will have to be stopped or cancelled due to objective factors, because the losses caused by these changes are inevitable. What we can do is to grasp the external changes in a more timely and comprehensive way, and make corresponding changes in time according to our actual situation, so as to adapt to the changes in the whole working environment, the whole tourism industry and even the whole society.

First, strengthen the reform of tourism intellectual property rights.

I found that although the travel agencies are different, the travel routes listed by each travel agency are similar, and the itinerary, meals, accommodation, transportation and other aspects are similar. Due to the singleness and similarity of tourism products, all travel agencies have started a price war, and all travel agencies have tried their best to lower the price of a line, which will inevitably lead to the decline of service quality. Travel agencies are reluctant to develop new tourist routes and products. Because developing a new tourist route requires a lot of manpower, material resources and financial resources, and it costs a lot. Moreover, after the new route is developed, it will soon be copied by other travel agencies, weakening the competitiveness of travel agencies. Therefore, it is imperative to strengthen tourism property rights, not only to protect the rights of travel agencies, but also to show new surprises to consumers.

Second, achieve a win-win situation for hotels and travel agencies.

Hotels and travel agencies are mutually beneficial. Travel agencies are responsible for attracting guests to hotels, while hotels provide guests with comfortable, harmonious and comfortable life and catering services during their stay. Each hotel has its own price strategy, and it is necessary to formulate a room sales strategy suitable for its own hotel according to the consumption situation of the whole hotel, such as electricity consumption, maintenance, procurement, decoration, recruitment, service items and other factors. In order to maintain the operation of the whole hotel. Generally speaking, travel agencies often seek the help of hotels to make profits by applying for preferential prices when there is no profit in booking. Or when there is a conflict of interest when interacting with guests, they will also negotiate with the hotel and give a fruit basket, flowers, etc. to express their gratitude or apology.

And the hotel will try its best to meet the requirements of travel agencies according to its own actual situation. In other words, under the service tenet of * * *, the cooperation between the two sides will be more pleasant, closer and more United.

Third, keep close relationship with airlines.

As a travel agency, the best way to attract guests is not to publicize their own strength, but to have a fixed and competitive ticket office as the backing. Nowadays, many tourists are not without spending power, and one of the major factors that make their reservations uncertain is that air tickets cannot be implemented. Except for a few flights in some places, it is difficult to book air tickets. There is also the increasing cost of fuel. Most tourists psychologically hope to reduce some funds from transportation consumption and use them for more entertainment projects. Because transportation is only a means to reach the destination, not a process of enjoyment, considering the lack of time, tourists are more inclined to book so-called discount tickets, preferential tickets and special tickets. This choice also brings a problem to the travel agency. If you want to receive customers, you must book tickets for them first. And cheaper, so travel agencies are scrambling to get tickets from major airlines. Because as long as you cross this threshold, the latter is not a problem, and the guests will be willing to cooperate with you. Therefore, in order to win more customers, the best way to expand is to join hands with airlines.

In a word, travel agency is a comprehensive service industry, involving many fields, heavy workload and wide knowledge requirements. To be an excellent travel agency, we should not only look around, but also be bold and cautious, honest and modest, truly keep pace with the times, fully mobilize our enthusiasm and passion, and always do this job well.