Final-report-intern.docx

FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

Partial Requirement for Tourism Apprenticeship Program

MOBILAIR TRAVEL INC. G/F Our Offices Building 157 EDSA Cor. Berkeley St. Mandaluyong City 1554, Philippines

Submitted by: Karl Christian G. Alviar

S.Y 2018-2019

Table of Contents Acknowledgment 1|Page

FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

Chapter I PROFILE OF THE COMPANY A. HISTORICAL BACKGROUND MISSION AND VISION C. ORGANIZATIONAL STRUCTURE D. LOCATION MAP Chapter II DEPARTMENT/S ASSIGNED AND ITS FUNCTIONS Chapter III FUNCTIONS OF THE TRAINEE A. THINGS LEARNED B. TECHNICAL C. PROFESSIONAL D. PERSONAL Chapter IV A. DAILY JOURNAL B. MONTHLY REPORT Chapter V OBSERVATIONS A. PRACTICUM SITE B. HRM / TOURISM PRACTICUM PROGRAM Chapter VI CONCLUSION AND RECOMMENDATION Appendices

B.

RESUME SAMPLES OF WORK PHOTOS WITH APPROPRIATE CAPTIONS DTR CERTIFCATE and other relevant documents (Psych exam cert., Exit interview etc)

ACKNOWLEDGEMENT 2|Page

FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 I would like to take this opportunity to express my deepest gratitude to everyone who supported, helped and assisted me throughout this Internship. I am truly thankful for their guidance and advices. I express my warm thanks to my dear adviser, Ms. Stephanie Joyce Relucio for guiding and understanding me throughout the process of writing this whole paper and internship for providing insights, guidance, opinion and expertise in every consultation and discussion. I would also like to acknowledge my appreciation to Mrs. Carla Simon, General Manager, and Ms. Jazmine Kuan, Supervisor/Travel Consultant, for the guidance, protection and knowledge that they gave in time of my needs. Also, I would like to thank my Fellow Staff, In Mobilair Travel Team, for the comfort, acceptance and assistance in helping me achieve my goal in these past 3 months. Lastly, I would like to appreciate and give thanks to my parents Mr. and Mrs. Alviar for supporting and encouraging me to finish all the challenges that crossed my path and helped me financially and mentally in this whole internship time.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 CHAPTER I COMPANY PROFILE A. HISTORICAL BACKGROUND MOBILAIR TRAVEL is a full-service travel and tour agency since 1992 with the goal of providing world class travel solutions and experience to our clients. With its close affiliations with major carriers in the Philippines and a wide network of premier hotels, resorts and cruises, Mobilair is able to keep its standards of excellence and commitment to service. Through the years, Mobilair has maintained and continuously upgraded its services to satisfy the needs of its client base, and the traveling public at large. Mobilair offers outbound and local tours, international and domestic airline reservations and ticketing, hotel reservations, cruise tours, airport pick-up and transfers, visa and passport processing, documentation, travel insurance, corporate travel management, Meetings Incentives Conventions Events/Exhibitions (MICE) travel, educational tours and more. Mobilair is accredited with the following organizations: International Air Transport Association (IATA), Philippine Travel Agencies Association (PTAA), Pacific Asia Travel Association (PATA), Department of Foreign Affairs (DFA), and the Department of Tourism (DOT). Mobilair is part of the WRCU Group of companies, an established business entity for over 40 years. The Group has interests in various fields such as construction, architecture, property management, retail merchandising, travel, airline representation and overseas remittance; in the Philippines and across the globe. Mobilair initially functioned solely as the in-house travel consultant for the Group’s travel needs. Since then, Mobilair has expanded its client base to include local and multinational companies, recruitment agencies, and business and leisure travelers among others. It is Mobilair’s goal to continue extending the personal service that it has been known for through the years.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 AFFILIATES

Mobilair is part of the WRCU Group of Companies, an established business entity that has been in existence for over 40 years now. Through the years, the WRCU Group has expanded into diverse business ventures including travel, construction, architecture, property development and remittance services among others.

The WRCU Group of Companies include:

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Gulf United Corporation is the Passenger Sales Agent for Etihad Airways. It links Manila to its hub in Abu Dhabi (UAE) to Europe and North America.

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Gulf Express Corporation is the General Sales Agent for SEAir and marketing representative for EVA Air, Qantas Airways and Qantas Holidays.

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Marketing representative of Jetstar.

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Health & Leisure is engaged in the promotion of Philippine Medical Tourism services internationally.

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Our Yes Corporation supports remittances around the world including Your Express Services, Ltd. (offices abroad: Sydney, Papua New Guinea, Mexico, Dublin)

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Our Yes Asian Products Corporation is engaged in the export business of food and non-food items.

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LWV Corporation is a licensed recruitment agency accredited by the Philippine Overseas Employment Administration (POEA).

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 

Amalgamated Construction and Trading Company is a licensed general engineering firm registered with the Philippine Contractors Accreditation Board.

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MCC People Care Training Center is engaged in training Filipinos to build and enhance employable skills for better employment abroad. It is TESDA-accredited.

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Planners + Designers + Consultants, Inc. is an architectural and interior design firm.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 B. MISSION AND VISION

VISION: -

To be the preferred premier full service travel provider that offers world class travel experience to customers.

MISSION: -

We deliver high quality, world class travel services to our customers and offer innovative products and We delight our customers by exceeding their expectations.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 C. ORGANIZATIONAL STRUCTURE The hierarchy of the organization of the Mobilair Travel Inc.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 D. LOCATION MAP Mobilair Travel Inc. is located at G/F Our Offices Building 157 EDSA Cor. Berkeley St. Mandaluyong City 1554, Philippines

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 CHAPTER II DEPARTMENTS ASSIGNED AND ITS FUNCTIONS RESERVATION & TICKETING DEPARTMENT In Mobilair Travel’s Reservation & Ticketing Department they are the one that sells travel related products and services to the customers, on behalf of the suppliers, such as airlines, cruise lines, hotels, sightseeing tours and package holidays that combine several product and they provide ticketing services to corporate offices and their top management and sell travelling tickets to passengers in accordance with their requests and make reservations and book travel tickets for customers and guests and book flight tickets for hotel guests, clients and customers they also book bulk tickets for package tours and provide tourists with travel information and ticket booking details and organize, schedule and book travelling tickets in accordance with individual travel plans and collect appropriate fares from customers upon delivery of travel tickets and collect tickets and packing list to verify receipt and shipment of items and other tourism travel services and they also process visa application for the clients.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 FUNCTIONS OF THE TRAINEE

A. THINGS LEARNED The things that I have learned while staying and taking up my internship in Reservation and Ticketing Department at Mobilair Travel is how they were able to achieve or exceed the expectations of the client that will satisfy their service and I was able to sharpened my skills and abilities and I have to perform my very best in every task and duties that is given to me by my supervisor and general manager and during my internship at Mobilair Travel they allow me to experience the work in more professional way and leveling my knowledge to their knowledge and I learned that I should be fast, flexible , and take action quickly with the guidance of my supervisor to avoid any inconvenience with our client and to the whole team of Mobilair Travel.

I also learned on how to entertain clients calls about their request of booking their flights and reservation and issuing tickets and I learned that in every booking of a flight you should be careful with the flight availability request of the client and my supervisor also thought me on how to give a proper quotation for the clients and also give the these clients not one but three options for their flight availability request together with different quotations for them to choose the best price that they can afford for their travel.

They also allow me to book a flight and issue a ticket to the client and I also learned on how to send a request for contracted rates for travel agencies in different hotels and resorts and renew a contract agreement with different travel sector. And lastly, I acquired the learnings that will immensely help me in my future career.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 B. TECHNICAL Technically, I have learned on how to send a formal email to different hotels and resorts and also on how to answer calls properly and asking the clients about their concerns so that I can direct them to the right employee that can answer about their concerns and also checking the important emails from different airlines and travel agencies and I have to separate them in different folders and also forwarding it with the travel consultants and sometimes with our general manager. And also giving the conforme to my general manager that is sent by the hotels and resorts for her to sign the contracted rates agreement between the travel agency and the partner hotels and resorts and sending it back thru email or fax to acknowledge the receipt of the contracted rates agreement.

C. PROFESSIONAL Professionally, I have learned on how to be reliable on every tasked and that is being given to me by my supervisor and general manager and other staff of Mobilair Travel. Before doing all the task I must understand all the important information to avoid imprecise details of my work and I must be fast and be flexible with all the duties and checking for promotions or special offers and promoting destinations, airlines, hotels, and travel package and being aware of upcoming promotions and offers

D. PERSONAL I’m honored to be part of the Team of Mobilair Travel as they accept me as their intern and they protect, guide, nurture and enhance my skills by helping me acquire more knowledge and understand the reality after graduating and what problems that may I encounter during my work. My whole experience and time here in Mobilair Travel is one of the most memories I would never forget. Despite within the short period of time

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

CHAPTER IV WEEKLY AND MONTHLY JOURNAL WEEKLY SUMMARY REPORT Week 1: February 18-22, 2019 Monday to Friday Alviar, Karl Christian G. Local Internship – Mobilair Travel Inc.

THINGS DONE

LEARNING ACQUIRED

PROBLEMS ENCOUNTERED

RECOMMENDATION

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

I was given a task to send a request contracted rates to different hotels and resorts in Palawan thru email.

I learned how to send a formal email in different hotels and resorts.

For me it’s quite hard because it is my first time to do that task and some of the hotels and resorts email addresses does not exist.

N/A

WEEKLY SUMMARY REPORT Week 2: February 26 - Mar 2 , 2019 Monday to Saturday Alviar, Karl Christian G. Local Internship – Mobilair Travel Inc.

THINGS DONE

LEARNING ACQUIRED

PROBLEMS ENCOUNTERED

RECOMMENDATION

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

I was task to answer telephone calls and entertain clients and also to check important emails and forward it to our General Manager.

I learned how to answer calls properly and address their on what are the clients concern.

It is my first time to answer calls in a work field and I hesitated to answer it because I get nervous

I must be prepared on those instances to avoid being nervous in dealing on answering calls.

WEEKLY SUMMARY REPORT Week 3: Mar 4-9, 2019 Monday to Saturday Alviar, Karl Christian G. Local Internship – Mobilair Travel Inc.

THINGS DONE

LEARNING ACQUIRED

PROBLEMS ENCOUNTERED

RECOMMENDATION

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

Had a session with my supervisor on how to book a flight and find an availability for the client thru Amadeus

I learned how to book a flight and the use of Amadeus is only for international flights only

It is my first time to book a real flight for the client and I had a problem on some of the Amadeus availability commands.

N/A

WEEKLY SUMMARY REPORT Week 4: Mar 11-16, 2019 Monday to Saturday Alviar, Karl Christian G. Local Internship – Mobilair Travel Inc.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019 THINGS DONE

LEARNING ACQUIRED

PROBLEMS ENCOUNTERED

RECOMMENDATION

I had a session with one of the travel consultant and teaches me on how to use sabre system that is being used in booking a domestic flights

I learned the availability commands of the sabre system and it is very different from the Amadeus system

I get confused with the availability commands because it is hard to memorize.

I recommend that I might need a longer time to memorize all the availability commands of the sabre system.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

MONTHLY SUMMARY REPORT Feb 18-16 Mar, 2019 Monday to Saturday Alviar, Karl Christian G. Local Internship – Mobilair Travel Inc.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

LEARNING ACQUIRED

RECOMMENDATION

I learned about the difference of Discuss the most important details Sabre system and Amadeus system that the client should know for them and on how they use it to book a to get updated. flight for the clients. We always need to inform the clients about the change of schedule or about the flight delay and cancellation.

Be smart with the use of Sabre system and Amadeus system because one wrong move you’ll be in trouble.

I learned on how to answer the calls of the clients and know there concerns and also on how to send proper emails about the contracted rates for travel agencies that we are requesting for the different hotels and resorts.

In answering calls you must know first what are their concerns or needs so that you can direct the client to the employee who is fit to answer all their concerns.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

CONCLUSION

In the span of four months of my internship at Mobilair Travel Inc. in the Reservation and Ticketing Department, I therefore conclude that this training I experienced was an excellent opportunity and it is very ideal for tourism students for those who want to try and experience on working in the Travel Agency Industry. Because all the learning that I have obtain can be use in the near future and it made me become more patient than what I am now and enhance my skills and knowledge about how can I be a good employee in the near future by adapting the new environment that is not my usual.

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FAR EASTERN UNIVERSITY Institute of Tourism and Hotel Management Tourism Apprenticeship Program 2nd Semester AY 2018-2019

RECOMMENDATION

I highly recommend having an internship here at Mobilair Travel Inc. It was a great experience and opportunity to get see how does a travel agency operates. This training gave me an inspiration to be more serious and focused in my future career. I was encouraged to do more efforts once I get hired in the future because nothing beats experience as the perfect learning tool. This On-the-Job Training served as my stepping stone to pursue my dream despite the short period of my training. It was still a very meaningful one to remember. The training enriched my confidence created a foundation of being a good employee someday. The training made me realize that it is really good to know what you’re doing you have to love it and be inspired and follow the path to be a successful and always do my very best in everything I do, with positive outlook in mind and do everything heartily and with all that I can.

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