Differences and Relations between Front Desk Business and Back Desk Business of Travel Agency

I. Responsibilities of the Front Desk Receptionist

1. When answering customers' telephone inquiries, you should skillfully use standardized language, answer telephone inquiries warmly and politely, and answer customers' travel-related questions scientifically, patiently and pertinently, including reception standards, quotation, travel time, etc.

2. When receiving customers' visits, be enthusiastic, courteous and considerate, and patiently answer customers' various questions about tourism. If you encounter difficult problems, you should coordinate with the supervisor or other colleagues to solve them together to ensure customer satisfaction.

3. Make a good record of the consultation registration form, which can fully reflect the customer's personal travel information and travel needs, and provide favorable basis for customer tracking and company marketing decision in the later period.

4. Learn to improve your business ability, be good at observing, treat differently and be flexible. For visiting customers, send them the latest relevant travel materials and briefly introduce the travel itinerary. When dealing with indecisive customer inquiries, we should make clear the advantages of travel agencies (special trains, chartered flight), including the types of trains, schedule, accommodation standards, reasonable prices, etc., so as to build customers' confidence in the company.

5. Assist customers to fill in the documents and materials required for registration, and verify whether the travel procedures are complete and the contract is complete. If there are special arrangements, the line dispatcher shall be informed in time, and the contract can be changed only after the communication between the line dispatcher and the ground connection is confirmed.

6. Computer input the sales situation of the day and get the confirmation from all banks.

7. Cut and paste daily travel advertisements to get the latest travel information.

8. Update and supplement the tourist route folder on the counter every day, and ask the special train products to be placed in the first few pages. (It is recommended to print 5-6 sheets at a time)

9. The daily camp receipt should be submitted to the financial department in time, and the amount of the receipt should be verified before leaving.

10. reasonably keep the office supplies used by the company during the business period, including computers, pens and paper, calculators, contracts, receipts, hats, etc.

1 1. Update the route of the travel agency website and answer the inquiries of customers on the network in time; Implement the company's reception service standards and maintain good manners;

Second, the background dispatcher's job responsibilities

1. Collecting information is the first step of the travel agency's dispatching work, and it is also the prerequisite for dispatching personnel to carry out their work. Dispatchers have to contact many tourists, travel service providers and partners every day, and are at the forefront of the tourism market. He understands the needs of tourists and their changing rules, the quality of products provided by suppliers and the wishes and begging of partners, so he has mastered a lot of information. As a dispatcher, we should collect, sort out, process, analyze, classify and save this information to meet the business needs.

2. Line design and itinerary?

Design, modify and improve the specific itinerary of the travel agency's regular routes, and provide timely travel itinerary arrangements that meet the needs of guests.

3. Quotation and cost accounting?

Make a quick quotation for the guest's inquiry in time, and adjust the price and cost of the tourist route proposed by the travel agency according to the change of the situation to ensure the reliability, feasibility and accuracy of the quotation.

4. Team arrangement

Responsible for making travel plans for tour groups, arranging tour guides and tracking the itinerary. When arranging a tour group. Coordinate the work of hotels, transportation and other related departments, and strive for low cost and high efficiency on the premise of ensuring team quality.

5. Strengthen communication with the International Liaison Department.

Strengthen contact with outreach personnel, timely understand, master and analyze the feedback information, then digest, absorb and implement it, and put forward appropriate route and price suggestions.

6. Data archiving and classification

According to the regulations, organize data and do a good job of filing, and save faxes and all kinds of data in the daily business of the ground agency or group agency.

Third, the connection between them.

The backstage work task is the guarantee that the front desk staff can better complete the task. Only when the background business is running normally can the front desk better publicize and introduce it.

The front desk staff need to support the back desk staff mentally.