旅行社管理 讲义

SECTION 3 （补充内容）1、What are the differences between travel agents and tour wholesalers and tour operators?Travel agents ------ retailersTour wholesalers ------ sell products through retailersTour operators ------ sell directly to public and indirectly through whol esalers or retailers. They may have their own suppliers.2、Specialty channelers•The incentive or motivation travel company•Motorcoach broker/tour operators•Meeting and convention planners•Destination planners•Junket representatives•National tourism officers3、The distribution rouths①one-stage distribution system :Suppliers →Tourists ·Advantages ：Simplicity Additional sales opportunities Flexibility Greater profitability to suppliers Personal control over the saleManagement of key accounts②Two-stage distribution system: Suppliers →Intermediaries →Tourists·Advantages ：Professional assistance Multiple optionsFree or low cost assistance Cumulative group power (barging power) Single-charge billing Out-of-town assistanceCredit and assistance to suppliers Off season promotion③three-stage distribution system•Suppliers →Specialty channelers →retailers →tourists•Advantages : The additional benefits come from travel services bei ng purchased in large quantities at discounted prices by wholesaler④four-stage distribution system·Suppliers →Wholesaler or Tour operators →Travel agents →Specialty channelers →Tourists·Advantages : Customization ExampleSECTION 4 （补充内容）1、Resources of income①The majority of income for travel agent is commission paid by suppliers②Very few agents get revenue from selling travel-related products and services. (e.g. luggage, insu rance, traveler’s checks)③Examples in the US :The airline : 90% of airline sales are made through travel agents.The hotel:25% of all hotel rooms are reserved through travel agents.2、The oganizational structure (只要求掌握最基本的模型，适用于中小型企业)Small size travel agentsSmall travel agents -----The evolvement of organisation structure·Stage 1 (3 positions) ·Stage 2 (4 positins)Manager 即将stage1 的sales 和operation分开，各成一个部门，其余不变Sales/Operation Accounting·Stage 3 (6 position)ManagerOperation Financial Commercial Leisure Agency groupsSECTION 5 Putting the package together(书上内容)1、Contracting accommodation 三种跟饭店签合同的类型①Commitment ②Allocation ③Ad hoc rooms2、Charter airline(包机)and No free airline(廉价航空)各提供什么服务？Charter airline: Time-series charters Part chartersAd hoc charteringNo frill airline: (网上找的)That uses charter and/or scheduled flights to offer bargain-basement fares. Budget airlines usually land at and takeoff from secondary airports, do not provide inflight meals or refreshments, and may not even offer numbered seat allocation. Their ticket prices are fixed,and non-refundable in case of a cancellation or no-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 ques tions about everything from the service in the hotel to the smiliness of the rep.Two way is by the number of complaints received.Three way is by feedback from their own staff in the resorts although this 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 overseasSECTION 6 Preparing the brochure (书上内容)1、做一个brochure 里面要包含哪些内容？Content of the brochure①Information contained16 important points listed on P114Governmental/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)Date,place and time of departure and return (离开返回的日期地点时间) Nature of accommodation and the meal facilities (食宿设施和特点)Additional facilities (附加设施) Booking conditions (报名条件)Insurance details (保险细节) Price policy (价格政策)Health matters (健康问题) Arbitration (仲裁) Noise (噪音)Building works (施工工程) Publication date (出版日期)Delays at point of departure (出发延误)②The front coverCompany name Period of validity The edition3 essential features: a ‘lead-in price’、any no surcharge额外费guarantee、any other outstanding features③The opening page•Introductory page or paragraph highlighting saleable features•Other important messages④The body of the brochure•In geographical order •Detailed holidays •Page design⑤The back of the brochure6 points includedA、a step by step guide to making a bookingB、information about what’s included in the prices and what’s exculdedC、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 andthose of the tour operator.⑥The booking form •Information included⑦Pricing policy and the text and the photographs•Important pricing issues⑧The text ⑨The photographs ⑩Advertising2、Senior citizen holidays （P108）我也不清楚要怎么考的内容，自己看As people are living and staying healthier longer,some operators are als o interested in offering products aimed at ‘senior citizens’,variousy thought of as over-55s,over-60sor even over-65s.A particular feature of such brochures is the long-stay holiday,lasting up to three months and enabling people to stay away all winter.But most operators feature a mix of sun and sand resorts and touring holidays with plenty of chance to walk and sightsee.3、All-inclusive holidays (P100) 不清楚怎么考，需要自己看一下此部分内容There are some places in the world to which tour operators offerall-inclusive holidays,with the brochure price covering all meals,drinks, entertain-ment,sports and tips.All-inclusive holidays make it possible for tourists to spend their entire stay in their hotel complex without ever venturing outside,perfect for those who are wary of getting to grips with a different culture.Arguably,such holidays also do least damage to indigenous cultures by putting an effective cordon sanitaire around the tourists to keep them apart from local people.SECTION 6 Operation of group tour (补充内容)1、领队需要做什么工作？这个我真不确定不知道是Agreements这里还是Management 这里。