What are the main tasks and workflow of travel agency scheduling?

Travel agencies attract tourists through outreach, and the manager is responsible for the preparation before reception.

Scheduling is the abbreviation of planned scheduling. The personnel responsible for planning and dispatching operations are called dispatchers, line administrators, group administrators, heads, etc. In the industry, it is simply called "dispatching". The main task is to implement the specific matters of the team in terms of food, accommodation, transportation, shopping and entertainment according to the reception plan, and ensure the normal progress of the itinerary and schedule.

In fact, there are two kinds of scheduling, one is called domestic route scheduling, and the other is called OP (operation). The work of planning and scheduling seems chaotic, but it is actually easy to explain. This work is a bit like scheduling and a bit like backup. When the travel agency is responsible for pulling business, organizing outreach personnel and bringing a list of contacted tourists, the follow-up work will be handed over to the planning and scheduling. He is responsible for itinerary arrangement, accommodation and transportation security, price accounting and so on. More specifically, what the plan actually does is operation and liaison. For example, Mr. Gao, who is mainly engaged in outbound travel, will send the list to the local travel agency of the tourist destination after giving it to him, and then wait for them to send the plan back. Of course, there are still many issues that need to be coordinated, such as accommodation standards and modes of transportation. The ground agency also has a special plan, which will contact the airline for air tickets, contact the room, send a car to pick up passengers and so on. The guests are handed over to the tour guide, and they can't be idle. They should always solve the problems in the process of traveling until the guests are safely sent back to the starting point.

How to become a plan?

1, to take the tour guide card, you should start from the grassroots level and take 5438+02 on the first Sunday of June every year. You can take part in training courses before the exam, with long-term classes lasting for 6 months and short-term classes lasting for 3 months or 1 month. The examination subjects include the basic knowledge of tour guides, tourism laws and regulations, Chinese language and literature, and oral examination (scenic spot knowledge lottery test);

2. After understanding the operation process of the travel agency, you can contact some outreach and ground connection work;

3, start to be a long-term group in China. At this time, you need to be independent, and the problems of food, transportation, housing, use and safety of a bunch of people are on your back;

4. by going up one flight of stairs, taking over the business of international outbound tour groups, the problem of going abroad will be more complicated, and then you can really feel the taste of "beyond your reach".

"five-oriented" method of scheduling work

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, attracting "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, orderly, as promised, "not empty guns", not impermanent. 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.