Management of Travel Agency Understanding of Management of Travel Agency

With the rapid development of social economy and the maturity of people's tourism concept, there has been an upsurge of individual travel in China, and the traditional distribution channels of travel agencies can no longer meet the needs of individual travel. Below I will untie the management of travel agencies for you, hoping to help you. Operation and management of travel agencies

1. Division of travel agencies in China: domestic travel agencies and international travel agencies;

the division of travel agencies in Europe and America: travel wholesalers, operators, travel retailers and agents.

2. The concept of travel agency: an independent economic organization that manufactures tourism products and provides tourism intermediary services. Refers to enterprises engaged in tourism business with profit-making purposes. Nature: service, profit-making, intermediary.

*** Same features: (1) Providing travel-related services is the main function of travel agencies;

(2) Profit-making determines the corporate nature of travel agencies

3. Basic business of travel agencies: product development business, tourism service procurement business, product sales business, tourism reception business, (product promotion business).

main functions of travel agencies: production function, sales function, organization and coordination function, distribution function and information provision function.

4. Tour guides: refers to those who have obtained a tour guide card according to the Regulations on the Administration of Tour Guides, accepted the appointment of travel agencies, and provided guidance, explanation and related travel services for tourists.

classification of tour guides: according to the language used: foreign language tour guides and Chinese tour guides; By business area: tour leader, full escort, local escort, scenic spot tour guide; By occupation: full-time tour guides and part-time tour guides; According to the tour guide level: primary, intermediate and advanced.

5. Individualization principles include: pertinence principle, planning principle and flexibility principle.

standardization principles include: standardization and proceduralization. Adhere to the prescribed procedures to provide services.

6. Service delivery system: the production and delivery process of travel agency products and tourists' perception of these processes.

there are two elements in the service delivery system: one is people, and the other is tangible display.

There are three elements in the service process: accessibility of service, exchange process between customers and enterprises, and customer participation.

7. Four characteristics of the brand of travel agency: uniqueness, appropriateness, memory and flexibility.

8. group tour reception: it refers to the process that travel agencies provide services to the tour groups they attract according to the contents of the sales contract reached between travel agencies and travel intermediaries.

9. After-sales service of travel agency: refers to a series of services provided by the travel agency to the guests after the tourists have finished their tour, aiming at strengthening contact with the guests and actively solving the problems encountered by the guests.

the main methods of after-sales service: greeting telephone, consultation sheet, correspondence, greeting postcards, promotional postcards, tourist attraction, holiday congratulations, photocopied materials, travel agency newspaper and travel agency open day.

1. Tourism service procurement: refers to the behavior of travel agencies to purchase related services from other tourism enterprises and tourism-related industries and departments at a certain price in order to combine tourism products.

main procurement contents: Ministry of communications, accommodation department, catering department, sightseeing department,

shopping stores, entertainment department, insurance companies and related travel agencies.

11. Promotion by travel agencies: Travel agencies transmit product information about their own enterprises to tourism consumers through various ways and means to promote their familiarity, trust, acceptance and purchase, so as to achieve the purpose of expanding sales.

promotion methods: media advertising, marketing public relations, sales promotion, direct marketing and on-site communication.

12. Tourism wholesaler: also known as wholesale tourism operator, mainly engaged in organizing and wholesale package tours.

13. Principles of product design of travel agencies: market principle, economic principle, reasonable structure of tourist spots, reasonable transportation arrangement, guaranteed service facilities and rich and colorful contents

14. Major target market strategies of travel agencies: target market strategy without difference, target market strategy with difference, Intensive target market strategy

15. Travel agencies have two kinds of division of labor systems: vertical division of labor system and horizontal division of labor system

16. Tourism consulting business types: telephone consulting business, letter consulting business, personnel consulting service

17. Group tourism reception business * * * Same features: strong planning, high skill requirements and more coordination work

Features of individual tourism reception business: Rights and obligations of travel agencies

Brief introduction

Travel agencies have their corresponding rights and obligations in carrying out tourism business activities according to China's current laws, regulations and tourism policies.

Rights

(1) Travel agencies have the right to promote tourism advertisements and organize tourism solicitation activities. Travel agencies can make full use of all kinds of publicity media to carry out tourism advertising and tourism business promotion activities according to the business scope of franchise, and organize to attract and receive tourists, but all these tourism information must be true and reliable, and they must not make false tourism advertisements or cheat tourists by any fraudulent means.

(2) Travel agencies have the right to sign travel contracts with any travel groups and individuals to stipulate tourism services. Travel agencies and tourists should negotiate and sign travel contracts on the principles of fairness, voluntariness, reasonableness and legality. Once a travel contract is signed, it is binding on both parties. Travel agencies should provide corresponding services for tourists according to the items agreed in the travel contract signed by both parties.

(3) Travel agencies have the right to charge reasonable service fees to tourists who are provided with services. Travel agencies provide comprehensive services for tourists, and have the right to collect corresponding remuneration according to the contract agreed by both parties, and provide tourism products and services with consistent quality and price.

(4) The travel agency has the right to arrange travel activities according to the travel contract signed by both parties, and determine the travel time, travel routes and modes.

(5) Travel agencies have the right to collect liquidated damages from tourists who fail to participate in tourism activities as stipulated in the travel contract, and have the right to claim compensation from tourists who have caused losses to the travel agency due to their own behaviors.

Obligations

(1) The most basic obligation of travel agencies is to protect the personal and property safety of tourists. The tourism products and services provided by travel agencies must meet the corresponding national security standards, and they have the responsibility and obligation to protect the personal and property of tourists from infringement during the tourism activities.

(2) Travel agencies have the obligation to provide corresponding tourism products and services to tourists as stipulated in the tourism contract, and the tourism products and services provided must be consistent in price and quality.

(3) Travel agencies are obliged to pay compensation for the damage to the legitimate rights and interests of tourists caused by their own negligence. Except for force majeure or special provisions of the law, if the legitimate rights and interests of tourists are damaged due to the travel agency's own reasons, the travel agency shall pay compensation.

(4) Travel agencies have the obligation to respect the national habits of tourists during their travel activities. China classification of travel agencies

Travel agencies in China are initially divided into: Class I, Class II and Class III; In charge of: National Tourism Administration and local tourism bureaus;

After 2, the National Tourism Administration will no longer specifically manage the affairs of travel agencies, and all of them will be handed over to local tourism bureaus;

after 2, travel agencies are divided into: domestic agencies and international agencies (international agencies are divided into two types: those with and without exit rights);

At present, travel agencies in various parts of China are divided into: tour groups, offices (also known as wholesalers, distributors, agents, peers) and local agencies;

package tour agency: refers to the travel agency that has signed a travel contract with the guests at the place of departure;

ground agency: refers to the travel agency where the tourist destination receives the tourists from the group agency at the departure place;

office: refers to the office or agency of the land agency located in the city of origin, which is illegal without the right to operate;

Of course, there are some clubs and illegal travel agencies, and they have no relevant qualifications.