旅行社管理-讲义.docx

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1、SECTIOn3 (补充内容)1、What are the differences between travel agents and tour wholesalers and touroperators? Travel agents retailersTour wholesalers sellproducts through retailersTour operators -sell directly to public and indirectly through wholesalers or retailers. They may have their own suppliers.2、S

2、pecialty channelersThe incentive or motivation travel companyMotorcoach broker/tour operatorsMeeting and convention plannersDestination plannersJunket representativesNational tourism officers3、The distribution rouths one-stage distribution system :SUPPIierS f Tourists Advantages ： Simplicity Additio

3、nal sales opportunities Flexibility Greater profitability to suppliers Personal control over the sale Management of key accounts Two-stage distribution system: Suppliers Intermediaries Tourists Advantages ： Professional assistance Multiple optionsFree or low cost assistance Cumulative group power (b

4、arging power) Single-ch arge billing Out-of-town assistanceCredit and assistance to suppliers Off season promotion(3) three-stage distribution systemSuppliers Specialty channelers retailers - touristsAdvantages : The additional benefits come from travel services being purcha sed in large quantities

5、at discounted prices by wholesaler four-stage distribution system-Suppliers f Wholesaler or Tour operators - Travel agents - Specialty cha nnelers TouristsAdvantages : Customization ExampleSECTION 4 (补充内容)工、Resources of income The majority of income for travel agent is commission paid by suppliers V

6、ery few agents get revenue from selling travel-related products and services, （e.g. Iuggagei insurance, travelers checks） Examples in the US :The airline : 90% of airline sales are made through travel agents.The hotek25% of all hotel rooms are reserved through travel agents.2、The Oganizational struc

7、ture （只要求掌握最根本的模型，适用于中小型企业） Small size travel agentsSmall travel agents The evolvement of organisation structureStage 1 （3 positions）Stage 2 （4 positins）Manager即将 stage 的 sales 和 operationl!1分开，各成一个部门，其余不变SalesZOperation AccountingStage 3 （6 position）ManagerI I F I IOperation Financial Commercial Le

8、isure Agency groupsSECTION 5 Putting the package together（书上内容）工、Contracting accommodation三种跟饭店签合同的类型 Commitment Allocation Ad hoc rooms2、Charter airline（包机）and No free airline（廉价航空）各提供什么效劳？Charter airline: Time-series charters Part chartersAd hoc charteringNo frill airline:（网上找的）That uses charter a

9、nd/or scheduled flights to offer bargain-basement fares. Budget airlines usually land at and takeoff from secondary airports, do not provide inflight meals orrefreshments, and may not even offer numbered seal allocation. Their ticket prices arefixed,and non-refundable in case of a cancellation or no

10、-show. Also called no-frills airline.3、Four Ways to assess the quality of programmeOne way to assess the quality of a programme is by the responsesto the customer questionnaires most operators hand out, which ask questions abou t everything from the service in the hotel to the smiliness of the rep.T

11、wo way is by the number of complaints received.Three way is by feedback from their own staff in the resorts althoughthis is a very hit and miss approach.Four way is by the external judgement.4、Ways to maintain product quality P69-73hotel grading systemsfire,safety and hygiene standards overseas SECT

12、ION 6 Preparing the brochure （书上内容）工、做一个brochure里面要包含哪些内容？ Content of the brochure Information contained16 important points listed on P114Governmenta!/statutory licensing authority （政府/法定营业执照）Legal identity （合同身份） Menas of travel （旅行方式） Destination and/or itinerary （目的地线路）Datezplace and time of depa

13、rture and return （离开返回的日期地点时间）Nature of accommodation andAdditional facilities （附加设施）Insurance details （保险细节）Health matters （健康问题）Building works （施工工程）the meal facilities （食宿设施和特点）Booking conditions （报名条件）Price policy （价格政策）Arbitration （仲裁） Noise （噪音）Publication date （出版日期）Delays at point of departu

14、re （出发延误） The front coverCompany name Period of validity The edition3 essential features: a lead-in price any no surcharge 额外费 guarantee、 any ot her outstanding features The opening pageIntroductory page or paragraph highlighting saleable featuresOther important messages The body of the brochureIn g

15、eographical order Detailed holidays Page design The back of the brochure6 points includedA、a step by step guide to making a bookingB、information about whatzs included in the prices and whats eculdedC data about the types of aircraft usedD、information about when the exchange rate used for puicing holidays was fixedE、 details of the insurance policy offered and of its premiumsF、 a Fair Trading Agreement statement,setting out clients fights and those o f the tour operator. The booking formlnformation included Pricing policy and the text