How to make an excellent travel plan

The dispatcher's operation usually has such a thing:

1. The communication between the dispatcher and the salesperson is wrong.

Did not fully communicate with the sales staff, did not fully understand the requirements of the guests, such as the composition of the guests in the team, the requirements of the guests for the first and last stops of the trip, etc. In operation, the dispatcher is given some subjective and even natural things. People always think that guests usually don't have a problem with this arrangement. As a result, the food was cooked, but it was not to the taste of the guests.

2. The communication between dispatcher and receptionist is insufficient.

Failure to explain the reception details and requirements to the reception department completely, clearly and accurately, especially in the operation of conventional lines, leads to carelessness and self-righteous subjective assumptions, which often leads to unexpected problems.

3. tight schedule and improper arrangement.

The schedule is tight and loose, so that guests sometimes rush to the reserved hotel, and sometimes stay in a restaurant for a long time and eat at a designated restaurant. Improper arrangement of activities will easily lead to uneven physical distribution of guests, anxiety and distrust of travel agencies and tour guides.

4. Poor vehicle monitoring.

When placing an order with the car company, only the car time, the car pick-up place and the number of seats are implemented, while the understanding of the appearance and condition of the car is ignored. In the aspect of air ticketing, only the ticketing center reported the plan, but ignored the tracking of aircraft type, airline and flight time.

5. I don't know enough about accommodation hotels.

In the hotel reservation, only the star selection of the hotel is emphasized, but the further understanding of the hotel's location, service facilities, surrounding environment and service life is neglected, or the arrangement of the reception organization is too dependent and the follow-up is lacking, which may have an adverse impact on the actual operation of the team.

Debugging manual

Dispatching is the general dispatch, commander-in-chief and general design of the travel agency to complete the ground connection and implement the package tour plan. "No matter what the details are, the power is in hand", which has strong professionalism, autonomy and flexibility. If "outreach" is a diligent buyer, then planning is a "cooking master". It really takes some skills to concoct different tastes of "sour, sweet, bitter, hemp, spicy and salty" and satisfy the "tastes" of different teams through skillful hands. In order to improve work efficiency and avoid mistakes, dispatchers should pay attention to the following issues.

First, humanization. Dispatchers should be polite, modest, concise, neat, generous 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", giving people a sense of intimacy and spring breeze. Every phone call, every confirmation, every quotation and every explanation should be full of emotion to show your sincerity in cooperation, your confidence in your homework and your strength in preparation. Letters and official documents should be standardized, and the words should be 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" everywhere like a "bloom".

The second is to be organized. The dispatcher must carefully read the reception plan sent by the other party, focusing on the number of people, the number of rooms, whether there is a natural single room, and whether there are children occupying the bed; The accurate arrival time and port of large traffic, if problems are found in the verification, inform the other party in time and make changes quickly. In addition, it depends on 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, it is necessary to replace the vehicle 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. 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 in the freight section of the train. If the establishment is not good, it will "run through", "collapse" or even "disconnect". As the saying goes, "a good memory is better than a bad pen." To be patient and considerate, we must pay special attention to two words. The first word is "fast". Can't answer each other's questions for more than 24 hours. If it can be solved immediately, the speed of solving the problem often represents the operating level of the travel agency. You must race against time and act quickly. The second word is "accurate", that is, accurate and orderly. As promised, "there is no empty gun" and no uncertainty. Answer the other person's question with affirmative words, yes or no, then "yes"? What about "no" Can't be ambiguous, specious.

Fourth, diversification. It is not easy to form a group, and the price is often lower and the quality is better. The dispatcher often plays a big role in it. Therefore, the dispatcher should prepare several different price schemes for the ground connection line to meet the needs of different tourists and leave room for reasonable profits. It is common for engineers to bargain with customers. A variety of programs and means can be successful in "variables" and can't stick to "one style of play". You should have more, more detailed and more comprehensive plans, so as to "block the enemy and cover it with water." Even if it is ever changing, I have certain rules.

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, so as to improve their work level, be willing to study new working methods hard and constantly "charge themselves" in order to be higher, faster, more accurate and stronger. If you want to master the floating prices of hotels and restaurants; 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 take up the challenge, answer questions and solve doubts, and ensure rapid and smooth operation.

Dispatchers should not only "bury their heads in pulling rickshaws", but also "look up at the road". He should learn one step first, learn one step quickly, learn one step early, arm himself with rich knowledge, get the latest information from various channels at the fastest speed, and put it into research and application to be a "duck prophet of spring river plumbing". Studying hard with an open mind and operating with knowledge is actually the biggest trick.