What does the travel service of the travel agency include?

The beginning of joining a tour group is often the beginning of a real trip for tourists. Since then, travel agencies will provide services to tourists in various ways, and the contact between tourists and travel agencies will also increase.

Tourists will evaluate travel agencies according to the quality of various services provided by them. Therefore, the quality of the travel agency's work is directly related to the popularity and reputation of the travel agency, and then affects the economic and social benefits of the travel agency.

To this end, travel agencies must strictly follow the service process and coordinate with relevant units to successfully complete their tasks.

(1) preparation stage 1. The management of package travel plan is the written basis for travel agencies to implement various travel services, and it is also the financial basis for package travel agencies and package travel agencies.

To do a good job of entrustment management, we must first manage the entrustment plan.

(1) Make a plan for joining the group.

When the reception organization receives the fax of the forecast plan sent by the organization, or the reception department gets the forecast from the external liaison department, it should first make a comprehensive reception plan according to the basic situation and requirements of the team, including three parts: itinerary arrangement, background information of team members and basic situation and requirements of the team.

Among them, the tour arrangement must specify the whole tour route, the date and place of entry and exit, the number of trains or flights, the types of outbound air tickets, the types of transportation used between domestic tourist spots, the arrival and departure time and place, and the main tourist projects in various places.

The background information of team members should show each member's name, gender, age, occupation and religious belief.

The basic information and requirements of the team should include the name of the tour group, the name of the tour group, the code and computer serial number, the name of the leader, the country and language, the charging standard or class level of the team, the name of the hotel in each accommodation, the special requirements of the team members and the settlement method.

After the plan is made, it should be classified and different work priorities should be determined.

For example, professional tour groups come for medical treatment, religious pilgrimage, business meetings and so on. In addition to making general arrangements for tourism activities, we should get in touch with relevant departments as soon as possible, arrange the time, place and car for professional activities, and even do a good job in writing the meeting notice of the conference group and set up a service desk in the hotel or airport.

(2) Reasonable arrangement of the itinerary The reception department should pay attention to reasonable arrangement of the itinerary, and the tour guide can also make appropriate changes in the specific process of receiving the group.

When arranging work and rest time, we should pay attention to: ① There is room for relaxation in work and rest time. After arranging a project with a large amount of activities, we should arrange another relaxing tour or provide a rest time, which can restore the physical strength and energy of tourists, improve their leisure, and avoid problems such as illness due to overwork.

Considering the characteristics of the tour group itself, if there are many middle-aged and elderly people in the tour group, we should be careful not to arrange too many projects and slow down the pace; ; Tour groups with many young people can arrange more projects, and it doesn't take long to stay at each scenic spot.

If the tour group has special requirements, it should make some different project arrangements, such as receiving religious pilgrims and arranging activities to go to temples or churches.

Leave some free time for tourists, such as afternoon or evening, to let them know more about the life of local residents.

Be careful not to arrange tourists to move freely in places with poor public security conditions and complicated chaos.

According to the plan of receiving the tour group, send the booking notice of sending the tour group, bus and boat tickets to the ticketing department; Book the rooms of each team according to the plan, and check the self-service reservation plan with the hotel; Arrange local cars according to the arrival and departure time of the team; Arrange the ordering, shopping and activities of the team reasonably according to the plan; Arrange cultural programs and other entertainment activities according to team requirements.

Finally, summarize all the implemented plans and send a reception notice to the relevant reception department. The format of receiving notification is shown in Table 4-4.

Table 4-4 The name of the tourism team reception notice team comes from the language requirements of the country or region, arrival time, month, day, shift/departure time, month, day, shift/train number, tourists, couples, single men, single women, the number of rooms for tourists staying in hotels with children (including breakfast), double rooms, single rooms, double rooms, single rooms, accompanying double rooms, etc. Afternoon activities on the morning of the month, the afternoon of the month, the morning and the afternoon of the month, the breakfast on the day, the Chinese dinner, the breakfast, the Chinese dinner, the breakfast, the breakfast. Dining, dinner, entertainment, month, day, time, place, content, car number, model, driver's name, time, month, day and month of crossing the river (lake). Salesperson who notes the ship number of the fixed-point wharf; If the reception plan changes on the year, month and day, the change notice shall be issued one by one according to the business process.

2. If the arrangement is proper, after the reception plan of the receptionist is made, the appropriate tour guide should be carefully equipped according to the nationality, age and special requirements of the tourists. Improper selection may lead to receiving errors.

Therefore, the leaders of the reception department of travel agencies should be able to fully understand the character, ability, foreign language level and physical condition of tour guides.

If you receive an academic group, you should choose a tour guide who has certain knowledge and rich experience in related fields, so that tour guides and tourists can have more common topics and make tourists more relaxed and happy in the process of traveling.

For some key teams, travel agencies should not take it lightly, and must send experienced tour guides; For particularly important teams, in addition to selecting excellent tour guides, directors at all levels of travel agencies can also directly participate in the reception.

Appropriate selection of receptionists for different audiences is conducive to providing better services for tourists.

3. Timely inspection and supervision of travel agency managers should also pay attention to the inspection or spot check of the delegation plan, especially the plans formulated by key teams and novices, in order to improve the shortcomings; Timely implementation of room, dining and other reservations; At the same time, it is necessary to supervise and guide the tour guides who are not fully prepared and experienced, so as to facilitate the smooth progress of the delegation.

(2) The receiving stage is the most important link in the management of travel agencies. Because the tour guide is traveling alone, it is often difficult for the reception department to effectively control the quality of the tour group, and some problems and accidents often occur at this stage.

Therefore, the management of the reception stage is the most difficult part of the whole reception management, and the reception department of the travel agency should pay attention to strengthening the management of this stage.

Its main contents include: 1. Establish a system of asking for instructions and reporting, and check or check the implementation of the entrusted work. The work of tour groups is independent, and logistics personnel, especially tour guides, should have high independent working ability and adaptability.

In case of plan changes and unexpected situations, tour guides, especially new tour guides who are not familiar with the business, should ask for instructions and report to the travel agency in time, so as to deal with the problems correctly in time.

Travel agencies should formulate an appropriate system of asking for instructions and reporting, which not only gives the receptionists certain rights to ensure the timely completion of the work, but also has certain restrictions to avoid improper handling due to personal capacity restrictions.

2. Spot check and supervise the implementation of the delivery plan. Travel agency managers can also contact pick-up personnel or related shopping malls and restaurants at any time to understand the progress of pick-up work and ensure the quality of service.

You can also go to tourist attractions or restaurants in person to check the reception situation of tour guides, learn about the reception quality and planned arrangements from tourists, and get all kinds of feedback information.

This method can intuitively and quickly understand the implementation of the franchise plan, which is conducive to changing the quality of service.

3. Deal with problems and accidents in time. In the process of joining the tour group, due to various reasons, there are often some accidents, such as wrong connection, wrong connection, missed flight, tourists losing their documents and belongings, getting lost or dying.

On the one hand, travel agencies should formulate standardized service standards to avoid accidents; On the other hand, after the accident, it is necessary to help the team members to deal with these problems, which involves plan changes. Travel agencies should do a good job of unsubscribing and handling separate visas, and notify the next reception agency in time to safeguard the interests of tourists and minimize losses.

(3) The management at the end stage is mainly to sum up the experience and lessons of the delegation and improve work efficiency and service level.

1. Establish and improve the summary system for joining a tour. In order to improve the service quality in the future, travel agencies should establish a perfect summary system for joining a tour.

If the tour guide is required to write a report on the work of taking over the tour group, the contents include the basic situation of the team, the characteristics and performance of tourists, the causes and treatment of problems in taking over the tour group, the gains and lessons in the work, and what problems remain to be solved.

When a major accident occurs, all the investigation materials, after-treatment measures and opinions about the accident should be written and filed for future reference.

The management of the receiving delegation can also conduct spot checks on the escort log and reception record table (as shown in Table 4-5) to keep abreast of the reception situation, so as to find out the problems and take remedial measures.

Table 4-5 ×××× Total number of names of city tour groups accompanied by travel agencies and tour groups. Number of national (regional) tour groups Adults and 2-year-old children staying in the hotel 2 ~ 1 1 year-old tour groups, including single rooms, double rooms and three other rooms. In all cases, the housing tour groups of affiliated institutions will have meals when they arrive on a certain day of the month, and will have meals when they arrive and leave on the next plane/car/boat on a certain day of the month. The main activities of the second flight/car/ship itinerary change, the original planned number of people, the hotel change time, remarks: full escort on the 2 nd of the year. Collect feedback information in time. Travel agencies can distribute the Tourist Opinion Form (see Table 4-6) to tour guides and ask tourists to fill it out, collect tourists' opinions and suggestions on food, accommodation, transportation and other activities in reception services, understand tourists' direct feelings about service quality and tourism demand, and improve the plans and service levels formulated by travel agencies.

Table 4-6 X City Reception Quality Questionnaire X X Travel Agency Year Month Date Name Nationality (Region) Gender Male and Female Age ① Under 20 years old ② 2 1 ~ 35 years old ③ 36 ~ 50 years old ④ 5 1 ~ 66 years old ⑤66 years old and above Tourism purpose. ① Sightseeing ② Business and conference ③ Leisure vacation ④ Visiting relatives and friends ⑧ Reward ⑧ Cultivation ⑧ Exploration ⑨ Other comments on the hotel, the coach driver, the tour guide, catering, room service attitude, driving skills and car hygiene. Attitude and language ability are good but poor. 3. Dealing with tourists' praise and complaints is the affirmation of tourists to the work of receptionists. Travel agencies can publicize excellent receptionists and their deeds, set an example among employees and promote the improvement of their quality.

Complaints are tourists' dissatisfaction with the quality of service. Correctly handling complaints can not only make up for work mistakes, gain the understanding of tourists, but also educate staff.

Travel agencies will also impose necessary penalties on tour guides who have made serious mistakes.

Travel agency's tourism reception covers a wide range, not only relying on internal tourism receptionists, but also the cooperation of transportation, catering, scenic spots, insurance companies, customs and other units. These units have established a tourist reception network, which is an indispensable part of the whole tourist reception service.

(1) Cooperation with transportation departments.

Transportation service is a necessary condition for tourists to enter and leave a place, which affects the form and scale of tourism activities.

The survey shows that tourists are strongly dissatisfied with the travel agency's failure to provide corresponding transportation services according to the time, type and grade agreed in the travel contract, so there are many complaints.

Therefore, travel agencies must cooperate closely with airlines, railway transport enterprises, water passenger transport companies and tourist car companies to establish a three-dimensional transport network.

The specific methods are: to ensure the relative stability of ticket sellers, so as to cooperate closely with the transportation department to ensure the quality of ticket sales; Strive to become an agent of the transportation department as soon as possible; Inform the traffic department of passenger flow and travel itinerary in a timely manner, so as to make reasonable arrangements and be familiar with the transportation plan of the traffic department; In the spirit of mutual benefit, negotiate with the transportation department to solve the discount problem of transportation tickets.

(2) Cooperation with accommodation and catering departments.

Hotel is one of the three pillars of tourism, and the quality of hotel service directly affects the quality of tourism joining.

Travel agencies should understand the geographical location, surrounding environment, hardware facilities, service quality and price positioning of tourist hotels, and choose several hotels as partners on the basis of investigation and research to establish a stable and harmonious relationship.

On the one hand, actively strive for reasonable preferential housing prices; On the other hand, it guarantees to provide a certain number of stable tourists to the hotel.

Comparatively speaking, it is difficult for tourists to eat out. In order to ensure the quality of tourists' diet, several restaurants should be fixed on the characteristic tourist routes as the dining bases for tourists. Always listen to the opinions of tourists and tour guides, check the diet status, feedback the opinions to the food and beverage department in time, and correct the problems in time when found.

(3) Cooperation with tourism and entertainment departments.

Visiting tourist attractions is an important part of tourism activities, and the tourism and entertainment departments will receive many tourists.

In order to seek the support and cooperation of these departments, the reception department of the travel agency should communicate with them in time and settle the related expenses regularly, so as to obtain the support and cooperation of the scenic spots and entertainment departments and ensure the smooth arrangement of tourism activities.

(4) Cooperation with tourist shopping stores.

Shopping is one of the components of tourist activities. Travel agencies should choose shopping stores with high credibility and good service quality, establish relatively stable cooperative relations, ensure the quality of goods and enrich tourists' activities.

(5) Cooperation with relevant travel agencies.

Travel agencies often have business dealings with other travel agencies during their travels.

Travel agencies should establish a good image and provide quality services in order to gain the trust of travel agencies.

In business contacts, travel agencies should pay attention to mutual benefit, strengthen communication and cooperation, understand each other when encountering contradictions and difficulties, and solve problems through consultation, so as to attract more tourists and establish long-term cooperative relations.

At the same time, the reception department of travel agencies should strengthen contact with insurance, customs, public security gardens and other units to provide the best service.

2. Cooperation between the reception department of the travel agency and other departments of the travel agency The reception department of the travel agency should handle the relationship with other departments within the travel agency.

The internal departments of the travel agency cooperate with each other, communicate with each other, respect each other, form a whole, and * * * jointly complete the task of taking over the group.

The task of the reception department is to provide good reception services, and the main task of the sales department is to open up the market and win more customers.

Without the tourist reception department, you can't work. On the contrary, with tourists without good reception, you will have no good reputation and gradually lose the market.

Therefore, the two should cooperate with each other, and the reception department should keep abreast of the publicity commitment of the sales department to tourists and travel agencies, provide quality services as promised, and attract more repeat customers.

In addition, the reception department should feed back the tourists' needs and suggestions learned by the reception staff to the sales department, so as to improve the design of tourism products, introduce the tourist routes that tourists like, and be invincible in the fierce market competition.

At the same time, the sales department should contact the reception department for advice in time, and introduce the new products launched by the department in detail, so as to facilitate the reception staff to publicize in the process of receiving the group and stimulate the potential tourist market.

In short, the close cooperation between the two will occupy a larger market and achieve better benefits.

The reception department should also strengthen contact with other departments, such as the Planning and Scheduling Department and the Finance Department, in order to successfully complete the mission.