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Day in the life of a retail travel agent/Activities/Travel Agency Handbook
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Contents |
Objective
Unit Standard 18226 2.1, 2.2 Unit Standard 23758 2.1, 2.2 Unit Standard 23763 1.1 Unit Standard 23766 4.1,4.2,4.3,4.4 Unit Standard 23768 2.1,2.2,2.3 Unit Standard 23769 1.1,1.2,1.3,1.4,1.5,1.6 Unit Standard 25508 2.1,2.2,2.4,3.1,3.2,3.3
Activity
To produce a travel agency employee handbook with relevant information for a new staff member.
Task
In your role as a senior travel consultant at Dunedin Corporate Travel, you have been requested to complete an employee manual which would be advantageous for new employees at your agency.
There are particular aspects which need to be included as follows:
Provisions of employment legislation in relation to the Employment Legislation Act 2000
1. Please include at least six (6) rights which are relevant to your travel agency operation.
2. Advice for the employee on where they can go for assistance if they have an employment grievance.
3. Details of the disputes resolution process.
4. Length of notice required for the employee to terminate their employment contract.
5. Details of the disciplinary process by which Dunedin Corporate Travel can terminate the contract of employment.
Customer’s quality expectations
1. Write a definition to explain ”quality” as it relates to the tourism industry and in terms of the “one industry concept”.
2. Draw a diagram to show the relationship between customer expectations, product/service delivery, product/service quality, customer satisfaction, exceeding customer expectations and contribution to the tourism experience.
3. Several quality assurance programmes operate in New Zealand to assist clients differentiate between different products and services and also to assist tourism operators to gain a certification of quality for their business.
4. Describe the following programmes: a) Qualmark b) Quality standards c) ISO9000
Selling
1. Describe how important the skills for and knowledge of the selling function is to your travel agency's success as a business.
2. You must explain how each of the following personal characteristics will impact on your travel agency’s image, success and sales.
Attitude, communication skills, customer service skills, motivation, personality, product knowledge, technical skills.
3. Explain the difference between up selling and suggestion selling and how they impact on your travel agent’s success.
4. Complete the following table to describe a benefit for each of the following features:
Feature Benefit
Cruise boat has swimming pool Hotel has 24 hour room service Rental car has GPS system
5. Complete the following table to describe add-ons and what features and benefits they would offer your clients.
Product Add-on Feature Benefit Trafalgar Tour P. & O. Cruise Qantas Flight
6. As part of your selling role, you may have to explain to your clients the differences they may encounter in an overseas country compared to New Zealand. Please advise examples of differences for your client from New Zealand who is travelling to India in terms of the following:
a) Food and beverage
b) Hygiene
c) Service delivery and level of service
7. Explain what impact these differences may have on your client in terms of the “culture shock” they may experience.
Knowledge of time
The new consultant must be able to calculate travel between time zones and explain the significance of the International Date Line to clients. Please include the following information in the handbook.
1. Complete the clock face to show 12 hour equivalents to the 24 hour clock to use as a template. (in resources)
2. Explain to a client why when he departs on Air New Zealand from Auckland at 1600 on Monday; he will arrive in Los Angeles at 0900 on the same Monday. Must relate to the International Date Line and direction of travel.
3. Your client cannot understand why he departs Apia on Air New Zealand at 0855 on Tuesday and does not arrive in Auckland until Thursday at 1155 when the journey time is only 3 hours. Your explanation must relate to the International Date Line and direction of travel.
4. To provide examples of how to estimate the transportation time for air travel, please complete the following scenarios showing your calculations.
Departure Arrive Flight Duration flight Auckland Tue 03 May 7.15am Nadi Tue 03 May 10.20am NZ052 Auckland Fri 10 Jun 3.40PM Apia Thu 09 Jun 8.35PM NZ262 Dunedin Mon 24 Nov 4.30pm Brisbane Mon 24 Nov 5.25pm DJ65 Auckland Wed 05 Apr 9.30pm Los Angeles Wed 05 Apr 2.30pm UA9550 Christchurch Thu 10 Aug 10.50am Singapore Thu 10 Aug 5.45pm SQ298 Auckland Tue 20 Aug 11.15pm Hong Kong Wed 21 Aug 6.45am NZ81 Auckland Sat 15 Sep 8.30am Tokyo Sat 15 Sep 4.50pm NZ99
Climate
Knowledge of the world’s seasons and climate is necessary for travel agents to be able to advise clients professionally as one of the most important factors affecting where people decide to travel is climate.
1. Complete the following chart:
Hemisphere Month Season Northern January Northern February Summer Northern April Southern May June Winter August Summer Northern October Southern November
Season Time of Year Area of the world Tourism city example
Tropical Rain Belt
Wet season
Northern Hemisphere
Tropical Rain Belt Wet season Southern Hemisphere
Tropical Rain Belt Dry season Southern Hemisphere
Tropical Rain Belt Dry season Northern Hemisphere
Hurricane
Tornado
