What abilities should travel agency managers possess?

Nine basic skills that travel agency managers should master:

1. Understand the industry overview

(1) The role of understanding the industry overview

< p>Sun Tzu said: "Know yourself and the enemy, and you can fight a hundred battles without danger." This famous saying comes from the third chapter of "The Art of War" by Sun Tzu. It was originally intended to be a metaphor for the two warring parties in ancient times. No matter which side, you must first understand yourself and the other party, and be good at strategy. To defeat the opponent. Interpreted in our current jargon, in order for travel agency business managers to run their own businesses well and survive and develop in the competition within the same industry, they must understand the company's profile and understand the industry's profile through various information channels.

(2) The main channels for obtaining the industry overview and trends

The main channels for travel agency managers to obtain the industry overview and industry trends: First, the Internet--can be browsed through Obtained from China Travel Network, local travel networks and self-built websites of various travel agencies. The second is newspapers and magazines - they can be obtained by reading China Travel News and the travel editions of local newspapers and magazines. The third is radio and television - it can be obtained by watching and listening to national and local television and radio stations. The fourth is academic reports - which can be obtained by inviting experts and scholars to give academic reports.

2. Learn from successful practices

Successful practices that we can learn from:

(1) Learn from successful business models

1. China National Travel Service model: travel agency + exhibition + performing arts + tax exemption + tourism school + e-commerce

2. China National Travel Service Hong Kong model: travel agency + hotel + scenic spot + e-commerce

3. China Youth Travel Service Model: travel agency + real estate + high technology + e-commerce

4. Shanghai Chunqiu model: travel agency + airline + e-commerce

5. Shenzhen Baozhong model: travel agency + brand chain + E-commerce

6. Fujian CTS model: travel agency + hotel + automobile travel + scenic spots + e-commerce

7. Xiamen C&D model: travel agency + hotel + exhibition + e-commerce< /p>

(2) Establish a vertical division of labor management system

Travel agencies must completely change the flat division of labor management system that has restricted the development of the industry for a long time, and establish a vertical division of labor management system that is compatible with the travel agency wholesale and retail system. . According to general rules, in terms of the organizational management structure of travel agencies, the parent company implements professional vertical management of its wholly-owned or controlled subsidiaries and branches.

(3) Establish the enterprise’s due position in the wholesale and retail system

Travel agency business managers must proceed from the scale and actual situation of the enterprise to establish the enterprise’s position in the wholesale and retail system. Due to their status, choose to play the "role" that suits you:

1. Large travel agencies play the role of "wholesaler". Implement the group operation of large-scale travel agencies and become a regional wholesaler with large-scale strength. The basic business highlights three aspects: first, product development and market development; second, large-scale group grouping and tourism reception; third, entrusting small travel agencies to act as agents of tourism products retail business.

2. Medium-sized travel agencies play the role of "dealers". Implement professional management of medium-sized travel agencies, and the products they operate should be targeted at certain market segments, and professional products should be deeply developed to form characteristic products and services.

3. Small travel agencies play the role of "agents". Small travel agencies act as agents for the wholesale business of tourism products of large travel agencies. At the same time, they must strengthen horizontal alliances with peers to gain advantages in bulk purchasing, enhance their bargaining power with suppliers, and increase coverage and profit margins.

(4) Follow the development path of "joint operation and group purchasing"

Establish a regional consortium of travel agencies and jointly operate chartered flights and chartered trains based on a joint-stock management model (box, reservation) group business, *** jointly develop and operate a certain tourist route, adopt "jointly book rooms", "jointly purchase tickets for scenic spots" and "jointly receive agencies", that is, use group procurement methods Reduce reception costs, improve the market competitiveness of product sales, and strive to maximize profits from operating tourism products.

(5) Prepare the company’s annual work summary and the company’s financial budget and work plan for the new year.

Strive to achieve the rational use of corporate funds (assets) and the reasonable arrangement of the annual work plan, give full play to the rational allocation of funds (assets) and human resources, and strive to achieve the company's medium and long-term development goals and annual operation and management The ideal annual operating results are organically combined with the goals.

The "Top Ten Keywords" for the successful practices of enterprises in the travel agency industry: "Industrial chain, e-commerce, vertical management, wholesalers, distributors, retailers, joint operations, group procurement, budget, and planning."

3. Determine the target market

Travel agency managers must organize relevant personnel to conduct in-depth and detailed market research and determine the company's main "three-tour" market in the new year. target market. Including the determination of the target market for inbound tourism, the determination of the destination for outbound tourism and the determination of the target market for domestic tourism.

4. Develop marketable products

Travel agencies should carefully plan diversified and marketable "three-tour" tourism products, especially in-depth development of tourism products that highlight unique characteristics.

The four main types of tourism currently operated by travel agencies in my country are sightseeing tourism, leisure vacation tourism, exhibition tourism and special tourism. Experts believe that tourism, including cultural tourism and natural tourism, is now in a mature stage; leisure vacation tourism is now in a growth stage, and its development trend is from comprehensive leisure vacation tourism to rest-type leisure vacation tourism ; As the world economic integration process accelerates, as economic exchanges between countries, companies develop markets, transnational technical cooperation and other activities increase, business exhibition tourism has suddenly emerged and is becoming increasingly prosperous; special tourism is still in its infancy, and it will become ecological and adventure-based development, such as green tourism, red tourism, cave tourism, hot spring tourism, cruise tourism, RV tourism and space tourism.

5. Strengthen publicity and marketing

The market is the theme of the development of the travel agency industry, which is the first of the "three pillars" of China's tourism industry, and product innovation, strong sales and high-quality services are the key to the development of the travel agency industry. The “three cornerstones” of a large market. If travel agencies want to expand their markets and make the market bigger, they mainly rely on the use of these "three cornerstones." It is recommended that travel agency companies adopt the following "eight" strong sales methods:

(1) Hard advertising sales method

The hard advertising sales method means that travel agencies use various news media to make payment intuitive Tourism product sales method is the main sales method used by travel agencies to recruit and receive tourists. Usually, you can choose to advertise travel routes in local newspapers with large circulation or in cross-regional newspapers and television media with regular or irregular quotations. The investment in pure rigid advertising is based on the actual situation of the enterprise, and is generally controlled at 3 to 5 thousandths of the enterprise's operating income or 10% to 20% of the profit-generating capacity. If a travel agency does not carry out rigid advertising all year round, the company will have no influence in the market. It will be difficult for the products sold in the market to be recognized by the public, and it will be impossible for the company to gain a foothold in the market of peer competition.

(2) Soft advertising sales method

Soft advertising sales method refers to the sales method in which enterprises use news media to publish various travel information for a fee or without payment. Usually, business leaders or heads of relevant business departments accept on-site interviews from reporters from radio, television, newspapers, magazines and other news media to publish tourism-related information, or introduce travel itineraries, tourist attractions and travel tips through newspapers, magazines, or through Accept interviews from news media reporters and publish interview articles, or publish and publish readable papers that are of concern to all walks of life through newspapers, magazines and publishing units, or combine with the line-stepping activities in the tourism market and invite TV reporters and newspaper journalists to accompany the group for filming Travel feature films and on-site interviews conducted. As a business leader, you must pay attention to the company's soft advertising sales work, look for soft advertising sales opportunities, and carry out detailed publicity. Enterprise leaders should make use of the "Three Tours" product development, the two major tourism golden weeks and major festivals to "leverage the topic", accept interviews and reports from various news media as frequently as possible, and strive to publish interviews and articles through newspapers and magazines multiple times every year. Industry management papers that the industry pays attention to, carry out joint line-stepping activities and work with the news every day to shoot new travel route feature films.

Soft advertising has endless charm for travel agency companies. We use soft advertising through news media, which can not only increase corporate visibility, enhance corporate brand, increase corporate intangible assets, but also enhance public awareness of the company. The recognition and purchase desire of tourism products under the corporate brand can achieve the positive effect of expanding the source of tourists.

(3) Direct customer sales method

The direct customer sales method is that the travel agency strives to expand the customer source market and assigns sales personnel to go deep into the party and government agencies, enterprises and institutions, mass groups and communities for acceptance. Public travel consultation, face-to-face introduction and sales of travel products. This door-to-door service method meets the requirements of citizens for purchasing tourism products. It brings excellent sales effects to travel agencies and attracts more tourist groups. The direct customer sales method is the main sales method and the most effective method that travel agencies must adopt to expand the customer source market and make the travel agency industry bigger and stronger after entering the new century. Direct customer sales must be good at discovering high-end customers and focus on doing a good job with high-end customers.

(4) Store sales method

The store sales method means that travel agencies set up sales departments to sell travel products, making it convenient for tourists to purchase travel products nearby and expanding the travel agency’s customer source market coverage. Way. Travel agency operators must proceed from the actual situation of the enterprise, establish branches and store sales outlets in local and cross-regional areas, accept registrations from travel passengers, and give full play to the due role of the store sales network in expanding the customer source market. However, travel agencies must pay attention to the following two points when setting up branches and sales departments: First, rational layout. It should be opened in urban areas with developed economies and prosperous commerce; secondly, the comprehensive benefits it brings to travel agencies must be viewed scientifically.

(5) Booth sales method

The booth sales method means that travel agencies use large and medium-sized exhibitions to display their corporate image by purchasing booths, distribute company profiles and tourism itinerary promotional materials, and directly A sales method that conveys tourism information to the public and sells tourism products. At present, tourism enterprises usually participate in the biannual international tourism fairs and domestic tourism fairs jointly organized by the National Tourism Administration and local governments of various provinces, municipalities, and autonomous regions, or participate in domestic regional tourism exhibitions, or participate in overseas exhibitions.

The booth sales method is an overall promotion activity led by the government, and it is also an effective way for the government to provide joint promotion for enterprises. The sales method of the booth is more to display the tourism resources and corporate image of various places, establish the corporate brand, attract foreign inbound tourists and tourists from all over the country, and promote the interaction of domestic, foreign and regional tourist markets. With the full opening of China's tourism market and the union and linkage of regional tourism markets across the country, booth sales will play an increasingly important role.

(6) Online sales methods

The 21st century is a century of high technology. With the widespread application of the Internet in our country’s government agencies, commerce, and enterprises and the gradual popularization of individual users, travel agencies Enterprises promoting and selling tourism products through Internet websites will definitely bring unlimited business opportunities. Shanghai Spring and Autumn International Travel Service has achieved extraordinary development in domestic tourism for several consecutive years. This is inseparable from the fact that "Spring and Autumn" has established 28 branches, 11 regional networks, 900 operating outlets and a complete network system across the country. . As time goes by and the number of Internet users increases, online sales will become the main sales method used by travel agencies to expand customer source markets and play an irreplaceable positive role.

(7) Mobile Weibo Sales Method

Micro blogs generally have a length of no more than 140 words, and are used to update content or view pages online through the computer network or (3G) mobile phone text messages. It is an emerging online marketing method that applies new media and high-tech means. The effectiveness of Weibo marketing is being recognized by travel agencies, hotels, and scenic spot tourism industries, and it has become one of the important channels for companies to establish brand images and promote tourism product sales.

(8) After-sales service sales method

The after-sales service sales method refers to the travel agency continuing to provide a series of services to customers after participating in tourism activities, aiming to proactively solve the problems encountered by guests. It is a special sales method that strengthens contact with customers, guides and stimulates customers' desire to purchase travel products again. It is a "follow-up" service provided by travel agencies to customers. Research by Western scholars shows that it costs at least 6 times more to acquire a new customer than to acquire an existing customer to purchase again. It can be seen that the cost of acquiring an old customer is far less than developing a new customer. Five successful after-sales service methods, including telephone inquiries, letter inquiries, using travel agency open days or forming a tourist club that regularly carries out social activities, using email resources, and using travel agency networks and electronic message boards to communicate with customers, are effective ways for travel agencies to learn from. sales method.

Travel agencies must scientifically segment the tourism market customer groups, that is, official groups, student groups, elderly groups, women groups, etc., and then sell "tailor-made" tours based on the characteristics of different groups. product. Travel agency operators are reminded that the elderly and women groups contain huge business opportunities, which should attract the great attention of travel agency practitioners!

6. Compulsory education and training

(1) Formulate the enterprise’s annual education and training plan and its implementation plan

The content of the education and training plan should include management personnel, planning and adjustment Professional education and training for various personnel such as personnel, marketing personnel, tour guides, and comprehensive all-staff education and training such as corporate development history, corporate culture, corporate spirit, policies and regulations, integrity and self-discipline, and network operation technology.

(2) Implement classified education and training

1. Education and training for management personnel

2. Education and training for planning and adjustment personnel

3. Education and training for marketing personnel

4. Education and training for tour guides

(3) Implementing comprehensive education and training for all employees

1. Enterprise development history and Corporate culture, entrepreneurial spirit education and training

2. Policies and regulations, integrity and self-discipline education and training

3. Network technology education and training

4. Other education and training

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Through planned and systematic education and training, the comprehensive quality and cohesion, execution ability and core competitiveness of the enterprise's managers and all employees will be improved.

7. Implement risk control

(1) Strengthen risk management education for corporate employees

Establish risk awareness, enhance awareness of danger and responsibility, and strengthen prevention and control , skills to control and handle risks to avoid unnecessary losses.

(2) Establish an enterprise crisis early warning management system

Establish an enterprise crisis management organization, scientifically predict and judge potential crises of the enterprise, and draw up enterprise plans in advance based on the worst-case scenario that may occur to the enterprise. Risk handling procedures and response plans.

(3) Carefully select partners

Travel agencies should carefully investigate the commercial credit of proposed partners and refuse to cooperate with them in light of the objective fact that many risks arise from the mistakes of travel suppliers. Do business with travel supplier companies with bad records. The sharing of losses that may arise from risks must be spelled out in detail in the contract signed by both parties, and responsibilities must be clarified with relevant companies and individuals to avoid or reduce risks.

(4) Travel agency liability insurance participating in national unified insurance

Travel agency liability insurance is divided into basic insurance and additional insurance. The basic insurance only covers the travel agency's liability for compensation due to negligence or accidents. Additional insurance includes emergency rescue, trip delay, trip cancellation, extended expenses, and solatium.

Travel agencies must take out reasonable insurance based on their own risk factors and past accidents to ensure that the insurance amount is sufficient. Travel agencies should recommend tourists to purchase travel accident insurance at their own expense. Through the compulsory travel agency liability insurance, we can transfer the liability risks of travel agencies and protect the interests of travel agencies.

(5) Strict financial discipline and corporate internal audit system

Enforce the financial discipline of tourism industry enterprises and the financial management regulations formulated by the enterprise. We will conscientiously implement the auditing system and do a good job in departure audits, special audits and periodic audits of corporate legal persons. Prevent economic losses caused by corporate leaders due to corruption and out-of-control management.

(6) Strengthen enterprise safety production management

1. Implement the safety production responsibility system

Sign a safety production responsibility letter with subordinate enterprises and front-line operating departments every year , to clarify responsibilities and improve responsibility awareness. In order to avoid the occurrence of travel safety accidents, travel agency companies should establish leading groups and working groups composed of main leaders and leaders in charge, as well as relevant personnel from functional departments, to carry out safety work inspections from time to time, investigate safety hazards, and avoid the occurrence of corporate safety accidents. Avoid and reduce corporate economic losses as much as possible.

2. Establish an early warning mechanism for corporate tourism safety

During the National Day Tourism Golden Week this year, the three car accidents that killed 56 people across the country on October 7, the peak period for tourists returning, warned us. : The concept of safety should not be given up for a moment, as a slight oversight can lead to catastrophe. Safety work is no small matter. Operations and managers at all levels of travel agencies and all employees must strengthen their awareness of safety responsibilities, be prepared, and try to control or avoid travel safety accidents as much as possible. Travel agencies should establish a tourism safety early warning mechanism and carefully formulate emergency plans for safety accidents. After a safety accident occurs, the plan must be launched immediately to organize rescue work as soon as possible, and do a good job in consoling the family members of the deceased and recovering and settling compensation for accident liability.

3. Issuing warm tips for safe travel during holidays

Especially during the two golden tourism weeks of "Spring Festival" and "National Day", travel agencies must remind tourists: improve safety precautions and travel Don’t forget your own safety and fully enjoy the whole process of happy travel. Warm tips for safe travel include: dining safety, accommodation safety, transportation safety, sightseeing safety, shopping safety, and entertainment safety.

8. Get rid of the dilemma of the industry

(1) Get rid of the dilemma of corporate brain drain

Some experts, scholars and industry insiders believe that talents are the key to the development of travel agencies. Basically, competition in the tourism market is ultimately a competition for talents. The author believes that there is a saying circulating in the travel agency industry that has certain enlightening significance for our travel agency managers. That is, tour guides played a backbone and key role in the development of my country's travel agency industry in the 1980s. In the 1990s, marketing and planning personnel played a backbone and key role in the development of my country's travel agency industry. In the 21st century, especially after my country's accession to the WTO, middle and high-level managers played a backbone and key role in the development of my country's travel agency industry. people and marketers. There are three measures to deal with brain drain in travel agency companies:

1. Be good at discovering talents and recruiting suitable talents. First, discover and select talents within the company. Break the ideological shackles of seniority, establish the concept that talents are around you, abandon the idea that only "foreign monks can chant scriptures", and boldly select talents. The second step is to introduce urgently needed talents from outside units. Carry out external introduction, open recruitment and competition according to the actual situation of the enterprise. The third is to use appropriate talents. Selection is important, but hiring is even more important. Hiring people must be based on their strengths and abilities, and the right person must be chosen to play the right "role." A travel agency must be composed of personnel at various levels, including commanders, generals, and soldiers. A travel agency must have generals but no commanders, commanders but no generals, or two commanders at the same time. This combination can be achieved at the same time. A company cannot do well, and the best ratio is one talented person, several generals and a group of key followers.

2. Treat talents well. The more the travel agency leaders care about and treat their employees well, the more the employees will love the travel agency and be more willing to make more efforts for the travel agency where they work. How to be good at mobilizing and giving full play to the enthusiasm of various talents? There are three specific methods: First, keep people in your career. It is necessary to focus on the construction of corporate culture, promote a positive corporate spiritual atmosphere, and improve employees' loyalty to the company and their passion for dedication to the company. The second is to retain people with good treatment. The issue of remuneration is the core issue of treating talents well. We must take care of the material living conditions of talents, implement necessary material incentives, honor incentives, emotional incentives and position incentives, provide them with various social insurances, reduce their worries, and provide a safe environment. Peaceful working environment. The third is to retain people emotionally. Pay attention to communication with employees, make some emotional investments, help them solve difficulties and establish harmonious interpersonal relationships.

3. Pay attention to talent cultivation and reserve. There are four specific methods: First, it is necessary to conduct periodic public assessments within the company and re-screen backup talents. The second is to establish long-term links with several university tourism schools (departments), intervene in advance, track and inspect pre-selected candidates, and select and recruit professional backup talents from tourism schools under the premise of open competition. The third is to carry out planned rotation training and job exchanges for enterprise backup talents. The fourth is to establish an archive of corporate backup candidates.

Travel agency enterprises must put people first and take multiple measures to create solid talent conditions for the scientific development, leapfrog development and sustainable development of the enterprise.

(2) Get rid of the dilemma of corporate tourist loss

Due to the long-term vicious price competition in my country's travel agency industry, service quality has declined and tourist losses have been serious. To change this bad phenomenon, travel agencies must work hard to create loyal tourists. Implementing tourist loyalty strategies is currently a very urgent task for travel agencies. Therefore, travel agencies should grasp the following five points: First, understand and meet the reasonable needs of tourists. The second is to enhance tourists’ perceived value. The third is to optimize tourist experience. The fourth is to improve quality control. Travel agency companies must implement quality control concepts into all aspects of product pre-sales, sales, and after-sales. The fifth is to shape employee satisfaction and thereby enhance customer satisfaction and loyalty. According to a survey by a US company, a 5% increase in employee satisfaction will also increase customer satisfaction by 13%. Shaping employee satisfaction and thereby improving customer satisfaction plays an extremely important role in improving customer loyalty.

(3) Get rid of the dilemma of enterprise price war

1. Team up to develop new products. Travel agencies should work together to develop new products and avoid homogeneous operations, which can effectively avoid price wars.

2. Create a “travel package” with product grading and price differences. Travel agencies should grade the tourism products they operate and form "travel packages" with different prices to provide tourists with a variety of choices. When travel agencies recommend travel products to tourists, they must clearly explain to tourists that different levels of consumption items have different prices. In particular, they must clearly explain the standards for meals, accommodation, and vehicles to guide tourists to consume rationally and smartly.

3. Request the tourism association to strengthen consumption reminders and early warnings. The travel association is the "native family" of travel agencies. It should provide consumption tips and early warnings on the serious price competition and its consequences in the tourism market, inform consumers of the potential harm of participating in low-price tours, and assist travel agencies in guiding tourists to establish rational consumption awareness. . In particular, some routes that are below cost will be dealt with decisively through association regulations. Those who violate unfair competition laws due to below cost will be punished in conjunction with tourism, industry and commerce and other departments.

4. Request the Tourism Bureau to strengthen law enforcement. Travel agencies should request the tourism management department through the tourism association to strengthen law enforcement and strengthen the governance of the tourism market. The disorderly price competition in the tourism market often leads to a lot of tourism complaints. We should call on the tourism management department to use this as a breakthrough to increase monitoring of low-price advertising, increase monitoring of the services and marketing of these travel agencies, and promptly announce problems if they are found. Deal with it and "kill" it as a warning to other travel agencies so that other travel agencies will not dare to engage in price wars and curb unfair low-price competition among travel agencies.

9. Improving service quality

The core of travel agency management is to provide travel services to customers, and providing high-quality travel services to customers is to increase the visibility and reputation of the travel agency, thereby winning Market share is key. High-quality services have four characteristics: standardization, specialization, personalization and refinement. If travel agencies want to provide quality services, this article must focus on these four characteristics:

(1) Promote standardized services

Standardization is the key factor to ensure service quality. It is the basis of quality service. There are three ways for travel agencies to provide standardized services: First, they must design service standards in accordance with the tourism service standards formulated by the tourism industry authorities and based on the actual situation of the enterprise. Then, based on market conditions and corporate resource characteristics, as well as customer demand characteristics, standardized services are built on the basis of optimizing service processes and improving service quality and effectiveness. Travel agencies must sign a nationally unified model "travel contract" with passengers before traveling, clarifying the responsibilities and obligations of both travel agencies and customers. Second, we must do a good job in implementing service standards. The implementation of service standards relies on employees, so it is necessary to have a workforce with high basic qualities, good work attitudes, and excellent service skills. It is necessary to provide employees with skills training and executive education to ensure the effective implementation of service standards. Third, we must timely improve and enhance service standards according to the needs of enterprise development and market changes, continuously optimize work processes, and improve service levels.

(2) Promote specialized services

Providing guests with specialized services is an important way for travel agencies to demonstrate their service personality, build special attractions, and form comparative advantages. ”, an important magic weapon to create brand characteristics. Specialized services generally consist of service environments, service items, service methods, and service effects that are new, strange, special, and excellent, which can give people a refreshing feeling and effectively satisfy guests' desire for novelty and exploration. Travel agency enterprises should aim to tap cultural resources, enrich service connotation, and improve service quality and value. Service features should be guided by the company's value mission and development strategy, rely on the company's resource advantages, conform to the development trend of tourism services, and be able to guide consumer fashion. When establishing features, travel agency companies should also pay attention to enhancing their inimitability and extending the "freshness period" of their featured services by mastering core technologies and applying for patents.

(3) Promote personalized services

There are four ways for travel agencies to provide personalized services: First, respect the guests. Travel agencies must treat guests equally and take good care of every guest. They must not judge others based on their appearance, let alone treat guests differently based on their own hobbies and interests, favor one over the other, neglect or neglect guests.

We must respect the guest's personality, dignity, interests, religious beliefs, living habits and consumption choices. Be enthusiastic about guests and provide services to guests with emotion, making guests feel welcome, respected, valued, and "at home". The second is to understand the guests. Good at detecting the individual needs of guests. Learn to observe words and emotions, and use psychological knowledge to infer the personality characteristics and demand tendencies of guests based on their words and deeds. In particular, through meticulous observation, we must understand the guests' hidden personalized needs and provide timely service. The third is to pay attention to details. Put the foothold of personalized services on the details of the guests' needs, and implement the satisfaction of personalized needs into the service details. The fourth is to give service providers sufficient on-site management authority. Allow service providers to adjust service items or methods according to service conditions, exercise the power to allocate and use relevant resources, enable them to make on-site decisions, adjust service strategies in a timely manner, and meet the personalized needs of guests.

(4) Promote refined services

Refined services require attention to details. Travel agencies must start from the following three aspects to provide refined services: First, strengthen fundamental construction to ensure that there are no mistakes in service details. The second is to do small things carefully and thoroughly, work hard and make fuss about service details, and improve service quality through service details. The famous writer Wang Zhongqiu emphasized in the book "Details Determine Success or Failure" that the essence of details is a serious attitude and scientific spirit. Therefore, a good service attitude and correct service methods are important guarantees for providing refined services. The third is to encourage service providers to provide refined services. For employees who pay attention to service details and have typical deeds that are praised and praised by guests for providing "help in times of need" or "icing on the cake" services, we must vigorously commend and publicize them, and create a good atmosphere within the company that pays attention to details and optimizes services. .

(5) Strengthen inspection, supervision and guidance

Travel agency companies must designate a functional management department (usually the business management department) to be responsible for the inspection, supervision and daily work of travel agency companies on service quality. guide. Adhere to the effective practice of issuing and recycling "Passenger Comment Forms" to tourists for full tracking and supervision of service quality. Hire relevant department leaders and loyal customers of the company as supervisors to perform inspection and supervision of service quality. Adhere to and strengthen the effective practice of "overt inspection and covert inspection" of travel agencies.

(6) Handle passenger complaints seriously

Travel agencies must carefully choose a good local travel agency. Choosing a brand travel agency as a local travel agency is an important guarantee for travel agencies to provide high-quality services throughout the journey. It is recommended that each travel agency conducts a screening of local travel agencies once a year, and can use the "announcement bidding" method to publicly select local travel agencies. Implementing "group procurement" of local travel services is a way to improve service quality, reduce procurement costs, and maximize profits. Effective practices.

The nine "basic skills" that managers of travel agencies should master can be said to be "basic skills" that managers of large, medium and small travel agencies cannot lack. However, for large travel agency companies, especially large state-owned and state-controlled travel agency companies, in order to realize the dream of becoming a bigger and stronger travel agency company, they must also strengthen the company's "three major constructions" - corporate brand building and corporate culture construction. and work hard on party building in enterprises.