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PROJECT REPORT ON “AN ANALYTICAL STUDY OF PROBLEM FACED BY EMPLOYEES OF TRAVELLING AND TOURISM AGENCY.” In practice fulfillment of the Requirement of Master of Commerce Degree course of Savitribai Phule University of Pune SUBMITTED BY BHARATI LAXMAN PAWAR ROLL NO-1650031 M.COM- ll UNDER THE GUIDANCE OF PROF. MANJUSHA KULKARNI SUBMITED TO

PROGRESSIVE EDUCATION SOCIETY’S MODERN COLLEGE OF ARTS, SCIENCE AND COMMERCE GENESHKHIND, PUNE- 53. 2016-2017 CERTIFICATE Certified that this dissertation titled “An Analytical Study of Problems faced by Employees of Travelling and Tourism Agency”. In the facility of commerce as per the requirement of SavitribaiPhule university of Pune. I also clarify that this M.com distribution or part thereof has not been previously submitted by anybody for degree of the SavitribaiPhule Pune University.

DATE: -

Project Guide Prof. Manjusha Kulkarni

M.Com – Co-ordinator Prof. Vijayalaxmi Kulkarni

Vice-Principal Prof. Shubhangi Joshi

Internal Examiner.

​External Examiner.

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ACKNOWLEDGEMENT

Researcher express gratitude towards SavitribaiPhule University of Pune for giving that subject to us. I am giving special thanks to Prof.Vijayalaxmi Kulkarni by giving such important support. We shall avail this opportunity with immense pleasure to express our gratitude towards Prof.Manjusha Kulkarni in M.com department, Modern College of Ganeshkhind, Pune -16 for her guidance from time to time. It is really a matter of pleasure for me to get opportunities to thank all persons who contributed directly indirectly for the successful completion of project report.

Miss. BharatiI Laxman Pawar

DECLARATION I HERE BY “An Analytical Study of Problem Faced by Employees of Travelling and Tourism Agency”. In partial fulfilment of master of commerce degree source of SavitribaiPhule university of Pune is my own work. I also declare that the present project work has not been submitted any other University for the fulfilment of any degree of diploma. .

Signature of student

Chapter No. 1 Introduction

Introduction Title of research – “An Analytical study of problems faced by Employees of Travelling and Tourism Agency.”

1.1IntroductionTravelling and Tourism social, cultural and economic phenomenon that entails the movement countries or places outside their usual environment for personal or business/profession purposes travelling and tourism refers to the activities of these people called visitors. Consequently, visitors are a subset of travellers. The travelling and Tourism sector is the cluster of product units in different industries that provide goods and services typically demanded by visitors. The growth of the tourism sector and its contribution to national economic has festered to general recognition of tourism as a major job generation. The Travelling and Tourism industry has already grown out of its nascent stage. The attainment of maturity for such a fragmented industry had due to the enhancement of technology and infrastructure development across the globe. Especially in India, after the foreign exchange crisis suffered by the Indian economy in 1991, promotion tourism has been taken up as a major avenue for achieving economic growth. Tourism is travel for leisure, recreational and business purpose. Tourist can be defined as people who travel to and stay in places outside their usual surrounding for more that twenty-four hours and not more than on consecutive year for leisure business & other purpose by the world travelling & tourism organisation tourism is a known affairs in human life it has been an industry of vast dimension & eventually supports economic & social growth tourism worldwide has experienced phenomenal growth with more 600 trillion people travelling annually travelling & tourism is the world’s largest industry, with revenue of about half a trillion dollars a year & average five percent annual growth. The problems faced by employees if a travelling and tourism agencies has a special place and significance. Satisfied staffs at travelling and tourism agencies are considered to be the primary development resources. The success of the travelling and tourist agency is not only measured by the achieved profit but also by meeting interest of internal and external groups; or to be more prise, that of the owner of the agency, employees, and of course customers. However, there is not a precisely defined formalized way to determine the problems of employees is an important factor in the development of organization and human resources, many tourism organisation conduct surveys to determine the problems of their employees because dissatisfaction of job may cause more frequent absenteeism from work due to illness, inefficiency, frequent injuries and staff turnover. Travelling and tourism agency’s employees are commonly engaged in strategic planning as a means of gaining competitive advantages in face of an increasingly uncertain dynamic and complex world strategic analysis for the travelling and tourism agency. Environmental scanning and information sources

utilization is exploring the behaviour of travelling and tourism employees. A core component of strategic planning is strategic (or SWOT) analysis, which entails the identification and assessment of internal strength and weaknesses as well as external opportunities and threats. Superior performance is achieved, at least in principle, of the organization is able to align its internal environmental (e.g. strategic direction completive strategies, allocation of resource etc). To respond optimally to these external opportunities and threats. The external component accordingly, is a critical aspect of strategic planning that is apprehended through a process of environment scanning information source utilization. A potential challenge of employing a formal environment scanning approach in travelling and tourism organizations defines as ‘the employment of systematic methods to monitor and forecast those external forces and development that are not under the direct control of the organization or its industry.’ The distinction is important because organization can exert at least some influence over the task environment but little or none over the broad environment suggesting the respective utility of proactive and reactive organization strategies. Potential travel agent is certainly not short of option when it’s comes to researching and arranging their trips. With more deals, agencies and service offerings then you could ever fully consider, shopping to service has become about cutting through the noise rather than discovering something authentic.

1.2 Statement of the problem –

Travel agents face problem of leave, to communicate with customers, to collect client, unrealistic demands of customers, personalised attention, reservations, and problems at booking stage, problems during travelling phase, attitude of colleagues. 1.3 Relevance of the studyResearcher travelling and tourism agent’s towards finding out real time problems. Travel agents face problems of leave, to communicate with customers, to collect client, unrealistic demands of customers, personalised attention, reservations, and problems at booking stage, problems during travelling phase, attitude of colleagues.

1.4 Objective of the study – 1) Understand the feature, functions of travel agents 2) To know the role of travel agent 3) To study the nature of problem. 4) To know various problems faced by the workers. 5) To give suggestion.

1.5 Limitation of study-

1. The scope of study is limited. 2. Time for research was relatively insufficient. 3. Data based on information which primary and secondary. 4. Small sample size.

1.6 Sources of data collection –

1.

Primary source – primary data is unprocessed data fresh collected from sample selected structured questionnaire is prepared fir collection approximate 15 questions are included from that 2 questions are open ended.

2.

Secondary source –secondary data is collected from reference book and text book for explanation of primary concept. It is also collected from articles and websites which already published.

1.7 Method of data collection –

Because it is straight forward and easy to answer the questions by which the data can be easily collected information.

1.8 Techniques of analysis-

Table, graph, chart, bar diagrams, pie chart.

1.9 Note on statistical tools to be usedFigures always easily understand then paragraphs; researchers used different techniques like table & chart, graph, percentage (%).

1.10 Scheme of report: -

Chapter no: -1 Introduction. Chapter no: -2Literature review. Chapter no: - 3Profiles of Travel agencies. Chapter no: -4 Data analysis. Chapter no: -5 Findings

Chapter no: -6 Suggestion. Chapter no: - 7 Conclusions Bibliography. Questionnaire.

Chapter No. 2 Literature Review

“AN ANALITICAL STUDY OF PROBLEMS FACE BY EMPLOYEE OF TRAVELLIN AND TOURIM AGENCY.”

2.1 INTRODUCTION: Travelling and Tourism social, cultural and economic phenomenon that entails the movement countries or places outside their usual environment for personal or business/ profession purposes travelling and tourism refers to the activities of these people called visitors. Consequently, visitors are a subset of travellers. The travelling and Tourism sector is the cluster of product units in different industries that provide goods and services typically demanded by visitors. The growth of the tourism sector and its contribution to national economic has festered to general recognition of tourism as a major job generation. The Travelling and Tourism industry has already grown out of its nascent stage. The attainment of maturity for such a fragmented industry had due to the enhancement of technology and infrastructure development across the globe. Especially in India, after the foreign exchange crisis suffered by the Indian economy in 1991, promotion tourism has been taken up as a major avenue for achieving economic growth. Tourism is travel for leisure, recreational and business purpose. Tourist can be defined as people who travel to and stay in places outside their usual surrounding for more that twenty-four hours and not more than on consecutive year for leisure business & other purpose by the world travelling & tourism organisation tourism is a known affairs in human life it has been an industry of vast dimension & eventually supports economic & social growth tourism worldwide has experienced phenomenal growth with more 600 trillion people travelling annually travelling & tourism is the world’s largest industry, with revenue of about half a trillion dollars a year & average five percent annual growth. The problems faced by employees if a travelling and tourism agencies has a special place and significance. Satisfied staffs at travelling and tourism agencies are considered to be the primary development resources. The success of the travelling and tourist agency is not only measured by the achieved profit but also by meeting interest of internal and external groups; or to be more prise, that of the owner of the agency, employees, and of course customers. However, there is not a precisely defined formalized way to determine the problems of employees is an important factor in the development of organization and human resources, many tourism organisation conduct surveys to determine the problems of their employees because dissatisfaction of job may cause more frequent absenteeism from work due to illness, inefficiency, frequent injuries and staff turnover. Travelling and tourism agency’s employees are commonly engaged in strategic planning as a means of gaining competitive advantages in face of an increasingly uncertain dynamic and complex world strategic analysis for the travelling and tourism agency. Environmental scanning and information sources utilization is exploring the behaviour of travelling and tourism employees. A core component of strategic planning is strategic (or SWOT) analysis, which entails the identification and assessment of internal strength and weaknesses as well as external opportunities and threats. Superior performance is achieved, at least in principle, of the organization is able to align its internal environmental (e.g. strategic direction completive strategies, allocation of resource etc.). To respond optimally to these external opportunities and threats, the external component accordingly, is a critical aspect of strategic planning that is apprehended through a process of environment scanning information source utilization. A potential challenge of employing a formal environment scanning approach in travelling and tourism organizations defines as ‘the employment of systematic methods to monitor and forecast those external forces and development that are not under the direct control of the organization or its industry.’ The distinction is important because organization can exert at least some influence over the task environment but little or none over the broad environment suggesting the respective utility of proactive and reactive organization strategies. Potential travel agent is certainly not short of option when it’s comes to researching and arranging their trips. With more deals, agencies and service offerings then you could ever fully consider, shopping to service has become about cutting through the noise rather than discovering something authentic. 2.2 SCOPE OF STUDY: The premise of accessible travelling and tourism is that there exits considerable section of the society, who encounters varying degrees of barriers in the participating leisure and recreation opportunities. Accessible travelling and tourism in meant to designate facilitation mechanisms and creating an environment for the travel and tourism needs of persons with special needs. Its framework encompasses tourists with disabilities and also those facing reduce mobility of varying types. These tourists, along with their relatives and caregivers, constitute a sizable chunk of the travel market. By facilitating them, only fulfilment of legal requirement, but in the process, it also results creating economic opportunities of diverse nature for the benefit of everyone. The concept in itself is inclusive in nature. In, general, existing leisure and travelling and tourism environment is not conductive enough to realise the vast potential that this segment offers. Major factors being identified as prohibitive are finance, mobility, access constrains at different stag of travel process, family support and biased societal perception. Further, lack of understanding about various attributes of this market segment viz. Size, socio-economic characteristics, travel motivation, travel impediment etc. are also scantly understood. In fact, these are sparkling evident in the developing countries including India. The proposed study has been contextualised in the above premises. It was scoped To examine some key attributes and dimension of the travellers with reduced mobility. With his scope, main objective has been to examine various socio-economic and travel-related attributes of the tourist with reduced mobility, their travel behaviour, purchasing power, major issues and constraints during different stages of travel and the potential developing inclusive tourism market as special-interest visitor segment. The approach to this was exploratory and meant to evolve proper perspective on this segment in Indian context. Salient features of finding, conclusion some recommendation etc. are placed in the subsequent sections.

2.3 Effect of liberalization on travel industry The formulation of GATS 2000 has revolutionized the tourism sector globally. GATS 2000 is essentially the first set of multifaceted and multilateral rules that promote trade of service. As a result, GATS 2000 has promoted: -

1. Internationalization of tourism as an industry. 2. A competitive environment in the hospitality and tourism market is largely based on diversification market segmentation, and diagonal integration. That has given an impetus to the private operators in the market.

3.

Huge demand for skilled labor thus generating significant employment in this sector especially for the trained staff. This trend also helped the hospitality training industry to grow and create additional employment in the trained sector. These three major factors brought about a major wave of liberalization in the hospitality and tourism sector on a global perspective at the beginning of the new millennium foreign exchange transaction have been transform with growth in inbound and outbound tourists, the volumes of foreign exchange bought and sold is much higher now than before the liberalization of the economic. Another positive aspect that dominated the industry after liberalization was the in caption of a competitive market environment especially under the influence of private players and young entrepreneurs. This help in development of skill manpower better adapted to changing needs of the industry supplementary to this process, the level and quality of services improve a lot coupled with standardized pricing methods and customized packages.

2.4Travel Agent-

The multi-billion-dollar travel business is one of the largest industries in the world. Spending on travel expected to increase significantly during the next ten years. Much of the travel will continue to be business related; as business activity expands so will business related travel. At the same time, more leisure, longer and more frequent vacations, shorter workweeks, and early retirements will also give people more time to travel for pleasure. A travel agent is defined as “Any person who sell travel product on a commission basis.” A travel agency is a retail business that sells travel related products and services to customers, on behalf of suppliers, such as airlines, cruise lines, hotels, railways, and may include sightseeing tour and package holidays that combine several products. The agent work on commission basis, they are paid commission on the product handled. An agent shall not buy the product unless there is a specific customer request. Even through agents represent the retail format of tourism, they do not keep stock.

2.5What is a Travel Agent? Planning a trip is a time-consuming and complicated process; travel agents simplify this process for their customer in addition to providing consultation service and entire travel packages. They may book flights, cruises, rental cars and hotels, as well as resort stays and events. Agents cater to a wide demography, serving both individuals and corporations. They may also concentrate in a special segment of the- field; many agents specialize in leisure travel business and trips, or location-specific journey.

2.6 Definition: “Travel agents sell transportation, lodging, and admission to entertainment activities to individuals and groups planning trips. They offer advice on destinations, plan trip itineraries, and make travel arrangements for clients.”

2.7 What is the workplace of a Travel Agent like?

Travel agents work indoors in an office or cubicle, year-round. They spend long hours on the telephone or in front of computer terminals, making Travel arrangements and researching travel destinations for their clients. Agents employed by large travel agencies typically adhere to a regular 40-hour work week, though some opportunity for overtime may occur during peak travel seasons. Independent contractors have a more sporadic schedule, working less during the off season and more nights and weekends during holidays and over the summer to meet the demands of vacationing clientele. In order to perform the required research for their jobs, travel agents keep up with travel magazines, books, journals, and online travel publications. In some instances, agents will travel domestically or abroad to obtain first-hand experience of select destinations, and then relay that information to their clients.

2.8 Distinction between Travel agent and tour operators: Tour operators are expert in promoting packaged tour. The business type in similar to a wholesale business where the operating profit is the discounted one get then the providers of tourism products like hotels, shipping agencies, airline, restaurants, tourist guide, etc. they also have cordial relation with various government agencies in the smooth functioning of their activities. They promote complete tour package. This is sold either directly to a customer or through travel agents. As they consolidated all the products under one roof and promote group travel, they are able to provide the services at very competitive rates. They gather all the information and present the same in attractive brochures to facilitate customer information and promotion. A travel agent is retail business dealing in travel product on commission basis. A tour operator sells a “package holiday”, including the hotel, the flights and all other sort of expenses. Tour operators are the organisers and providers of package holidays. They make contracts with hoteliers, airlines, and ground transport companies, and then print brochures, advertising the holidays that they have assembled. Out of the collect founds they shall pay for the services provided by various parties to tourism such as travel agent for air tickets or cruise, hotel for accommodation, car rental agency for the automobiles used, etc. These two functions are often performed by a same entity. While a travel agent acts on behalf of a company/principal and undertakes no liability for the principal service. Whereas a tour operator holds responsibility for the completion of the tour as they arrange the individual elements in the travel product on their own and combine then in such a way that they are selling a package of traveller tour to the client and as such carry the ownership of the service element and attached responsibility. Although, most package holidays are sold through travel agents a significant growing percentage are sold direct to the consumer through advertising.

2.9 Types of Travel Agents Travel agents may be classified on various criteria; however, in spite of the classification, in practice all travel agents perform variety of functions for the promotion of business of growth. Below are some bases on which classification of travel agents can be made-

1. Nature of Business: Whole sale and retail; whole sale travel agents shall deal with all packages and tours and market the same to ultimate consumer through smaller retail travel agencies. The retailers need have to do much of the work but to offer the product as was offered by the whole sellers who dose the most ground work in the preparation of product.

2. Nature of Service: There are in bound tour operators shall invite the foreign tourist and make arrangement for their stay those who make arrangements in the foreign countries and called as outbound tour operators. These who make arrangements for domestic tourists in the domestic country are called domestic tour operators.

3. Size of Business Operations: Sometimes a travel agent may perform all the above activities, inbound, outbound, and domestic, under one roof in which case it is classified as mega travel agency.

4. Specialized Activity: Agents are also classified on the basis of activities specialized in. There is general travel agency with 2 to 10 employees catering to all the issues related to travel and tourism. Whereas there is the other type of agencies, which shall focus on providing specialized service to a segment like business and arranges facilities foe meeting and conferences. The second category specialized in business travel. In India, most of the agencies belong to the normal category while one can see the specialized travel agents in developed countries whatever may be the type of the agency. The primary objective of a travel agent is to make profit by being an intermediary between the travel/tourists and the travel service providers.

2.10 Functions of travel agents: -

Constantly changing airfares schedules and time required to analyze and choose vacation packages, make travel planning difficult and time consuming consequently traveller often turn to travel agents for assistance in making the best travel arrangements. Travel agents perform variety of functions for the benefit of the traveller which are listed as below: -

1. Function of Motivation: Travel agents encourage people to travel and help them plan and prepare for the trip. Agents help clients define their travel interests and needs, including time and budgets, Requirements. They work out tentative plants and suitable alternatives and they make all arrangements.

2. Customer Information: Agents book tours for different clients they organise group tours and design trios for individuals. Travel agents consult a variety of published and computer. Based sources for information on departure and arrival times, economical fares, car rentals, and hotel rating and accommodation sources includes maps, official guides, tariff books, internet and other reference materials to obtain schedule, fares, and related information.

3. Travel Arrangements: Agents make airline, hotel, and car reservation. They make the reservation and issue itineraries using computerised reservation and ticket system similar to those used by airlines. They also compute costs and take deposits.

4. Customized Service: Apart from standard tour packages, a travel agent can customize a vacation a travel play by arranging special accommodation, adapting a schedule to fit client needs, and designing group packages and tours.

5. Sources of Information: Agents inform clients about customs regulation, passports, visas, exchange rates. They offer tips on climate, prices, what to bring or buy and attraction worth seeing. They keep themselves up-to-date by travelling, reading travel publications, and attending industry seminars and trade shows.

6. Provision of Foreign Currencies: They provide foreign currency and inform travels about the currency regulations prevailing at schedule destinations. Provision of foreign currency to an intending foreign tourist is an important function of a travel agent. the government of India allows an Indian traveller going abroad 3000 US $ the travel agent will arrange for the purchase of foreign exchange on behalf on his intending travellers. This facility will save a lot of time and harassment foe the intending tourists.

7. Market Information: Providing of market feedback is another important function of travel agents. The information pertaining to the statistic and behaviour needs of the tourist shall help both public and private organization for planning and directing effort. Agent work indoors and usually share office with several other agencies; interruptions and lack of privacy are common. Travel agents spent most of their time behind a desk conferring with clients, competing paperwork, contacting airline and hotel for travel arrangements, promoting tour groups tours. Working with people can be difficult and demanding especially with hard work to please clients. Work may be changing their schedules. They may be under a great deal of pressure during vacation seasons. Self-employed agents. Frequently work long hours.

8. travel information-

A retail travel agent provides necessary travel information to the general public. The intending tourists come to the office of the travel agent seek information regarding their propose visit. The travel agent should be a very knowledgeable man and should supply upto date and concrete information relating to travel. He must have grate communication skill and he should be through in the art of catching the potential customers. The knowledge of foreign language is a desirable qualification for those working in a travel agency.

9. Preparation of itineraries: A tourist journey involves preparation of different types of itineraries. There are different means of transport of with their respective advantages and disadvantages. A travel agent advices the potential tourist to choose the most convenient course.

10. Liaison with providers of service: A travel agent should maintain constant contact with providers of various services like the transport companies, hotel managers and providers of surface transport like motor cars from airport to hotel and for sightseeing, etc.

11. Ticketing: Selling tickets to tourists for different modes of transport is a very important function of a travel agent. Ticketing is not an easy job as the range of international air fares is very complex computerized reservation system (CRS) has revolutionised the reservation system both for air and train tickets and also a room in a hotel.

12. Insurance: Insurance for personal accident risks and risk for loss of baggage is an important function of a travel agent.

2.11The primary responsibility: -

The primary responsibility of a travel agent is to make the process of travel planning easier for their clients and ensure they experience the best trip possible. Travel agents work directly with the public and converse with clients in order to determine the best possible travel destinations, transportation arrangements, and accommodations for the client's particular needs. They may make suggestions to the client based on their experience, or offer complete travel packages from various resorts or cruise lines. They are often restricted to a budget, and must be highly organized in order to offer their clients travel arrangements that suit both their financial limitations and leisure or business travel expectations. Agents work with computers or call airlines, cruise lines, resorts, and rental companies in order to secure travel arrangements for their customers. They research information on their client's travel plans and relay important information including weather conditions, travel advisories and required documents for their destination. Safety is also a factor in international travel, so travel agents keep abreast of the latest news, ensuring that each planned destination is safe for their customers. Travel agents work year-round, but are especially busy during peak vacation times in the summer and during holidays. During those times, agents are busy on the telephone planning trips and making last-minute itinerary changes for current customers. They also sell vacation packages from cruise lines, resorts and other destinations. During the off season, travel agents are busy researching destinations and learning about the latest offerings of prime travel resorts and locations. They will also uncover new destinations and find the best trips for a particular travel purpose, whether it be business-related or for personal leisure.

2.12Work activities of travel agents: -

a. Designing and developing a tour. b. Determining an itinerary, arranging for tour escorts. c. Assisting the overseas tour operating Partner Company in developing brochure content and marketing programmes. d. Making travel and accommodation reservations. e. Offering face to face and telephone advice to customers. f. Quoting holidays and converting these to bookings. g. Maximising sales and customer holiday experience by suggesting upgrades. h. Offering excellent customer service, dealing with complaints in a calm and diplomatic manner. i. Keeping product and brand knowledge up to date whilst having in-depth knowledge of the company's brochures and destinations. f. Working to sales targets.

2.13 Job description: -

Travel agents help their clients make travel plans. In addition to booking reservations, they assist customers in choosing their destination, transportation, and lodging and inform travellers of passport and visa requirements, rates of currency exchange, and import duties. Wholesale travel agents specialise in organizing tours and then selling them to retail travel agencies who in turn, sell on to travellers. Many tours also include optional side trips and activities that have to be planned carefully. Wholesale travel agents must have good marketing skills to interest retail travel agents in the tours they have developed. Retail travel agents offer advice to the general public. They provide travellers with timetables and travel literature, compute fare costs and make reservations, and sell tours developed by the wholesale travel organisations. In large travel agencies, agents may specialise in specific geographic areas; in smaller agencies, travel agents have broader range of responsibilities.

2.14 Skills and qualities: -

a. Passionate interest in geography, strong domestic and international travel knowledge. b. Excellent command of both written and spoken English. c. Strong numeric skills. d. Ability to multitask and quickly interpret complex information. e. Ability to build strong relationships with clients, both over the phone and face to face. f. Skills to persuade customers and influence their decisions, both for their own benefit and that of the agency.

g. Exceptionally high levels of motivation, working both independently and as part of a team. h. Smart appearance. i. Proficient internet research skills for customer information. j. Ability to work in a target-based environment and to achieve sales goals and objectives. k. Ability to assimilate information and to pay close attention to accuracy and detail. 2.15 Travel plan of travel agent: -

A travel plan is not the same as itinerary; an itinerary is a document that states the booking arrangements made prior to the trip, including times, dates, Destination, accommodation and transport. As travel plan is broader in scope, the traveller or a package tour operator might formulate the travel plan. Basic objectives of well-made travel plan travel agent are to=

1. Recommend tourism destination relevant to client needs. 2. Advice a client on planning for unforeseen circumstances on a trip, such as financial, legal and insurance issues.

3. Explain the operations of booking procedures. 4. Explain the operation of car rental service, including booking procedures. 5. Provide information about operation of other transport service, including shipping, bus, rail, etc. 6. Provide details regards to the availability of accommodation options. 7. Advice on package tour operation. To satisfy their requirement. 8. Determine appropriate operational systems for management of a tourism service and 9. Consolidate available information and resource to plan a trip. It is essential for the both agent and traveller to perfectly plan and prepare the schedule and travelling well in travel. It is also important for making accessory arrangements and obtaining conformation regard to the booking of hotel, onward booking arrangements, etc. the success of travel depends on the effectiveness of advanced planning and role of travel agent occupies a key place in the process. The travel plan between the objectives of travels whether it is independent or group travel.

2.16 Element of travel agent

A travel need certain skills and qualities for performing business related function effectively the ability of the agent also reflects on the entire tourism industry as it is the starting point from where the journey of a customer begins. When all arrangement is perfectly made and the customer well informed, it contributes immensely to the satisfaction of the tourists and shall have a positive bearing on travel and tourism industry. This also helps for repeat business, improves customer loyally and acts as a promotional tool due to the positive word of mouth publicity by the satisfied customer. Some essential qualities of a travel agent are given below: 1. An agent should have all the information pertaining to travel and tourism products. 2. The location of office should be conveniently accessible to the customers 3. The agent should be well versed with various immigration rules of different countries. 4. The staff of the travel agency should be courteous and customers friendly as they play key role in the retention of customer and turning the prospects to a customer. 5. Should be prepared to work long hours as the international travelling is round the clock business 6. Capable of solving the problems of travellers and tourists at any time by missing in providing information. 7. Should establish good contacts with the providers of tourist product like hotels airlines, and other travel

business.

2.17 RETAIL TRAVEL AGENT The retail travel agent providers a convenient location where the intending tourist may seek information about his travel plans and then a location where he may purchase the various travel products he need. The retail travel services such as obtaining travellers cheques foreign exchange, passport and visa. The retail travel agent buys neither the seat nor the bed nor the tour from the principle until he has a customer standing at his counter. He relieves the principle of the need to open his own sales outlets over a wide area. The functions of the travel agent are to provide information to provide access to the principles stock via the reservation system and to facility travel arrangement by providing various ancillary services. Only those agents who possess a principal’s appointment or licence are eligible for commission on sales of the principles ticket. Since 50 percent of s travel agent’s turnover arises from airline is important. Travel agent’s sources of income of income are as follows: 1. Commission on the sales he makes of the principal’s services 2. Commission earned from ancillary service, such as travel insurance and charges made for such services as travellers cheques. 3. Income earned from short term investment of money received from his customers as deposits 4. Profit from the sale of his own if he operates as operator.

2.17What problems do travel agents face? a. Unrealistic demands: -

One main problem that you can encounter: clients who are going to be more demanding than others. They are paying for premium many service, but travel agent often deal with people who do not understand or want hear the word “No”

a. Personalized attention: Luxury dental might also be more demanding of your time and also expect things like your personal cell phone number.

b. Problems travel agents face and limitations of advertising: We believe that travel agents often face the challenge of being able to effectively and quickly market and sell their excess inventory. (Seats hotel, rooms etc.) The success of marketing excess inventory can have a sub standing impact on a travel agency’s profitability. Almost all coasts of travel services are fixed. That is, the costs do not very with sales. A relatively small amount of unsold inventory can have a significant impact on the profitability of Travel Company. Travel agents believe that travel agencies need a fast flexible and cost effective solution for marketing excess inventory.

d. Increasing price transparency: -

Increasing price transparency travel agents aren’t naive when it comes to pricing their trip they’re sensible enough to shop around and find the best deal and they certainly won’t be fooled into paying over the odd when they know how many potential options there are. This has made an already competitive market even more competitive, meaning that current agents of travel agency need to stand out less obvious ways that just undercutting their rivals.

e. Creator travel agent’s independence: -

Creator travel agent’s independence, in certain parts of the world travel agent are keen to get out and explore with little independence they are sorry enough to know what they want and new to get it, no longer need to have everything arranged for them. Whilst attitude can be leveraged to say, offer self-drive tours, the general relines on travel services providers has lessened.

f. Decreasing customer loyalty: -

Decreasing customer loyalty with, more holiday bargains on the internet than you can imagine, along with a host of small agencies and big hitters vying the attention of potential travel agents, loyalty is a rare thing in today’s market. The rise of the sharing economy, has left many travel agencies in the lurch wondering how they can tap into a trend that deliberately leaves them out of the equation huge competition in the Travel industry has been the analyst for many bold dais, and it may well be the travellers appreciate the authenticity of peer to services more.

Chapter No. 3 Profiles of Travel agencies

Profiles of Travel agencies 1. BHARAT TRAVALS Bus service in all over Maharashtra. Nagpur, Indore, Dhule, Nandurbar, Shahada, Ambalner, Chopda. Volvo, 2 X 2 A/C, Non-A/C bus, 50 seater Bus Booking, all types of car on the rent. Address: - Pragati Towers, opposite near shivajinagar, S.T. Stand, Pune-411005. Travel agent- Rajesh Shinde Contact No.: - 9763603789 9922687979

2. AMUUL TRAVELS AND TOURS A/C and Non-A/C bases Available, all types of car on the rent. Address: - Sainath parking 2, Sangam wadi, Pune-411005. Travel agent: -AvinashTapkir Contact number: - 9823860608 7276353432

3. SAJAN TOURS AND TRAVELS Pune to Beed, Nashik Daily service. Address: -Shivajinagar, In front of Bus stand, Pune- 411005 Travel agent: - HemantShinde Contact No.: -9881534860 8806219716

4. ROYAL TRAVEL For online booking: - www.royalchintamanibus.com Daily Luxury Bus Service A/C, Non-A/C sleeper / seating / Volvo Address: - Pratibha complex, near Shaniwarwada, Juna bazar road, kasbapeth, Pune- 411011. Travel agent: - Rakesh Koli Telephone No.: - (020) 24571647 / 24570021 / 24571020/22 Luggage Department Telephone No.: - (020) 2457 4004.

5. RAJ TOURS AND TRAVELS Daily Bus service Address: - 1309, Mahale Plaza, Nava Pool corner, Juna Bazar Road, Kasbapeth, Pune-411011. Telephone No.: - 24576986, 24578300, 24571082/83. Website: - www.rajtpurandtravel.com Daily Parcel services Another Brancheof RAJ TOURS AND TRAVELS Shop No. 10, Padmavati parking, Pune-satara road, Pune-411046. Telephone No.: - 24230445, 652488242, 65249942, Mobile No.: - 9325984572 Near Hotel Centurian, Shivajinagar, Pune- 411005 Telephone No.: - 25538441 Travel Agent: - Vijay Valmiki Mobile No.: - 9325986384

6. MAITRI TOURS AND TRAVELS Service: 2 X 1 sleeper, 2 X 2 semi sleeper video coach, Daily A/ C, Nin A/ C bus service bus and cars available on Rent Bus booking, Training booking, Air booking, Car booking, Holiday booking, Parcel service. Address: - Opposite Shivajinagar S.T. Stand, near Satkar hotel, Pune-411005. Travel agent name: -LokeshShinde Mobile No.: - 9503163535

7. HEENA TRAVEL AND TOURISM Daily service for Nasik Book seat on phone call Cargo (parcel) service available. Return booking available. Address: - Bombay Punahighway, Sandip hotel lane, flat No. 1, Arti society old Agra road, Pune-411005. Travel agent name: -Avinash Kale Mobile No.: - 9890558322 8. SAMRAT TOURS AND TRAVELS Service: Daily bus service, parcel and courier service, A/C and A/non-A/c cars,Volvo, 14, 18, 27, 32, 49 seater buses on hire. Website: www.samrattravelspune.com / www.samrat.in Email address: - [email protected] Address: - office: 10/2, Shivajinagar opposite S.T. Stand, Pune- 411005 Phone No.: - 020-25530148/ 25537280

9. SANA 7 KONDUSHKAR TOURS AND TRAVELS Service Volvo, 2 X 2 A/ C, Non-A/C bus, 50 seater bus booking, all types of cars on rent, daily bus service in all over Maharashtra Goa, Bangalore, Hyderabad, Ahmadabad, Indore. Travel agent name: -FaroqMulani Mobile No.: - 9175599942

10. PRASANNA PURPLE TOURS AND TRAVELS Service: Daily bus service, Rental buses, city bus, Intercity, Holiday booking, Prasanna dev sarshan yatra booking. Address: - Pratibha complex, Near Surya hospital, Junabazar road, kasbapeth, Pune-411011 Web: -www.prasannapurpule.com / www.prasannatours.com Telephone No.: - 020-24572012 Travel agent name: -Nilesh Kadam Mobile No: - 9579204010

11. CHANAKYA TRAVELS AND TOURS Address: - Basement shop, Pratibha complex, near Surya hospital, kumbharwada road, kasbapeth, Pune411011. Telephone No.: - (020) 65323436, Mobile No.: - 8446063436. Telephone. No.: - (020) 65323435 Travel agent name: - Alkesh Pavle Mobile No.: - 8446063435. Email: - [email protected] for online booking: -www.chanakyabus.com

12. NOOR TRAVELS Address: - 1315, Near Surya hospital, kasbapeth, Pune- 411011. Service: Nanded, Nagpur, Amravati, Akot, Akola, Wardha, Dhule, Yawatmal, Chandrapur, Jalna, Parbhani.

Telephone No.: - 24578623/ 24578613 Web: - www.noortravels.in Phone bookings available Travel agent name: Mobile No.: - 9822045623

13. National Travels Service 2 X 2 A/ C, Non-A/C bus, semi setting, 2 X 1, 2 X 2 sleeper Daily bus service Jalna, Aurangabad, Chopda, Amblnear, Dhule, Shirdi, Nasik, Beed. Address: - S.T. Stand,Shivajinagar , near Dalvi hospital, Pune- 411005. Travel agent name: -Suhel S. Shaikh MobileNo.: - 9823188555

14. BALAJI TOURS AND TRAVELS Address: - Shop No. 1, opposite kharadi bypass Police chowky, Nagar road, Pune- 411014. Daily bus service, Rental buses, cars Phone booking available Telephone No.: - (020) 24578923 Travel agent name: -Abhijeet Kale Mobile No.: - 9922567823

15. SAI TRAVEL AND TOURS Address: - 2nd flore, Sai Arcade, JangliMahraj road, Pune - 411005 Daily bus service, Rental buses, cars Phone booking available Telephone No.: - (020) 24356789 Travel agent name: - Suresh Kadam Mobile No.: - 9876542379

Chapter No. 4 Data Analysis

Data Analysis 5.1 Age wise classification Particulars No of Respondent Percentage 20-25

2

13%

25-30

8

54%

30-35

2

13%

More than 30

3

20%

❖ Observation:1. 13% of employees are from age group of 20-25. 2. 54% of employees are from age group of 25-30. 3. 13% of employees are from age group of 30-35. 4. 20% of employees are from more than 30 of age group.

5.2 Income wise classification Particulars No of Respondent Percentage 5,000-10,000

2

13%

10,000-15,000

8

53%

15,000-20,000

4

27%

More than 20,000

1

7%

❖ Observation:1. 13% of employee earns 5,000 to 10,000 salaries per month. 2. 53% of employee earns 10,000 to 15,000 salaries per month. 3. 27% of employee earns 15,000 to 20,000 salaries per month.

4. 7% of employee earns more than 20,000 salaries per month.

5.3 From how many years have been working in this travelling and tourism agency? Particulars No of Respondent Percentage 0-3 Years

4

27%

3-5 Years

6

40%

5-7 Years

2

13%

More than

3

20%

❖ Observation: 1. 27% 0f employees are working from 0-3 years in travelling agency. 2. 40% 0f employees are working from 3-5 years in travelling agency. 3. 13% 0f employees are working from 5-7 years in travelling agency. 4. 20% 0f employees are working from more than 7 years in travelling agency.

5.4 Which of the following factors motivate you most? Particulars No of Respondent Percentage Salary Increase

7

46%

Promotion

4

27%

Leaves

4

27%

❖ Observation: 1. 46% of employees are motivated by Factor of Salary Crease. 2. 27% of employees are motivated by Factor of Promotion. 3. 27% of employees are motivated by Factor of Leaves.

5.5 Working hours is satisfactory? Particulars No of Respondent Percentage Agree

8

50%

Disagree Average

4 4

25% 25%

❖ Observation: 1. 50% 0f employees satisfied with working hours. 2. 25% 0f employees disagree with working hours. 3. 25% 0f employees are average with their working hours.

5.6 Physical working condition in this agency is satisfactory? Particulars No of Respondent Percentage Agree

7

44%

Disagree

5

31%

Average

4

25%

❖ Observation: 1. 44% of employees’ physical working condition is satisfactory. 2. 31% of employees are disagree with physical working condition. 3. 25% of employees’ physical working condition is satisfactory.

5.7 Job satisfaction level is good? Particulars No of Respondent

Percentage

Agree

9

60%

Disagree

1

7%

Average

5

33%

❖ Observation: 1. 60% of employees are satisfied with their job. 2. 7% of employees are not satisfied with their job. 3. 33 of employees are average with their satisfaction level.

5.8 Dose the agency provides medical facility for employees? Particulars No of Respondent Percentage Yes

3

23%

No

10

77%

❖ Observation: 1. 23% of Agencies provided medical facilities to their employees. 2. 77% of Agencies provided medical facilities to their employees.

5.9 Are you satisfied with welfare facilities provide to employees by agency? Particulars No of Respondent Percentage Yes

3

20%

No

12

80%

❖ Observation: 1. 20% of employees are satisfied with welfare facilities provided by agency. 2. 80% of employees are not satisfied with welfare facilities provided by agency.

5.10 What are biggest challenges facing by agents? Particulars No of Respondent Percentage Competition

7

47%

Customer satisfaction

5

33%

Bad behaviour of senior

3

20%

❖ Observation: 1. 47% of the employees are facing competition challenges. 2. 33% of the employees are facing customer satisfaction challenges. 3. 20% of the employees are facing bad behavior of senior challenges

5.11 Agency pressures you to collect client? Particulars No of Respondent Percentage Yes

9

40%

No

6

60%

❖ Observation: 1. 40% of agency pressurized agents to collect clients. 2. 60% of agency pressurized agents to collect clients.

5.12 Is your customers satisfied with your service? Particulars No of Respondent Percentage Yes

7

46%

No

4

27%

Average

4

27%

❖ Observation: 1. 46% of customers are satisfied with service. 2. 27% of customers are not satisfied with service. 3. 27% of customers are average with their service.

5.13 Dose your organization organize any guidance program or training program for employee? Particulars No of Respondent Percentage Yes

2

13%

No

13

87%

❖ Observation: 1. 13% of travel agencies organize guidance program or training program. 2. 87% of travel agencies are not organize guidance program or training program.

​ ​ 5.14 Do you think there are good career prospect in your organization? Particulars No of Respondent Percentage Yes

6

40%

No

9

60%

❖ Observation: 1. 40% of employees are think there are good career prospect in their organization. 2. 60 of employees are think there are not good career prospect in their organization. ​

5.15 Do you face problems while using foreign languages? Particulars No of Respondent Percentage Yes

7

47%

No

8

53%

❖ Observation: 1. 47% 0f employees are face problems while using foreign languages. 2. 53% 0f employees are not face problems while using foreign languages.

5.16 Are you familiar with online-booking tools? Particulars No of Respondent Percentage Yes

12

80%

No

3

20%

❖ Observation: 1. 80% of employees are familiar with online-booking tools. 2. 20% of employees are not familiar with online-booking tools.

5.17 How many calls or transactions do you in an average day? Particulars No of Respondent Percentage Less than 50

4

27%

50-150

4

27%

150-250

7

46%

More than 250

0

0%

❖ Observation: 1. 27% of employees do less than 50 transitions in an average day. 2. 27% of employees do 50-150 transition in an average day. 3. 46% of employees do 150-250 transaction in an average day.

Chapter No. 5 Findings

Findings

1. Maximum respondents are from age group of 20-25 2. Maximum respondents earn 10,000-15,000 salary per month. 3. Maximum respondents are working in this agency from 3-5 years. 4. Maximum respondents are motivated for doing work due to salary increase. 5. Maximum respondents are satisfied with working hours. 6. Maximum respondents are satisfied with physical working conditions. 7. Maximum respondents’ job satisfaction level is good. 8. Maximum travel agencies are not providing any medical facility for employees. 9. Maximum respondents are not satisfied with welfare facilities provide to employees by agency. 10. Competition is the biggest challenge face by the travelling agent. 11. Maximum travel agencies are not pressurized to collect clients. 12. Maximum customers are satisfied with service provided by the travel agency. 13. Maximum travel agencies are not organizing any guidance program or training program employee.

14. Maximum respondents are think that there are not good career prospect in your organization 15. Maximum respondents are face problems while using foreign languages. 16. Maximum respondents are familiar to online-booking tools. 17. Maximum respondents are doing 150-250 calls or transactions do you in an average day.

for

Chapter No. 6 Suggestions

Suggestions

1. Increment in salary 2. Leaves should be given while in need. 3. Working hours should be limited. 4. Senior should have to behave politely. 5. Staff or colleagues should co-operate with each other. 6. Clients have to understand and have to do mutual co-operation with travel agent. 7. Agency should not pressurize for agents to collect clients. 8. Incentive should be given on salary.

Chapter No. 7 Conclusion

Conclusion For providing exceptional customer service companies must do two things for their employees train them adequately, and treat them well as internal customers. By doing so, they will reap the rewards of increased customer and employee loyalty in order to enjoy internal customer services has to start at the top and percolate down to the ken line staff. Employees need support and leadership. There seems to be just two reasons to deliver excellent customer service; repeat business and happiness. Sales turn prospects into new customer service turns customers into repeated customers an excellent customer service while on board will make most of the frequent flyer schemes redundant service also makes customers happy. Happy customer is much easier to deal with than irate customer. A company serious about delivering quality service to its customers must first try and diagnose current attitude, behaviours beliefs and values of the employees of the company. Identification of the key issues and obstacles that prevent the employees of the company them achieving excellence in customer service should be the Next’s logical step Monitoring current customer satisfaction by conducting customer surveys and focus groups should be an integral part of the firm’s activities. Based on the peculiarities of the service being offered, quality service performance standards need to be established. Developing systems to ensure total organization “buy-in” is the top management’s responsibility once the standard is established, systems should be put in place to measure quantitative and qualitative results that exceptional customer service creates. Creating feedback and reward system is of paramount importance in creating an environment that fosters quality among employees internal marketing holds the key to better service.

❖ Bibliography

1. Travel & Tourism- A Global scenario- By Keka Lahiri 2. Travel & Tourism Management- By VV Vara Prasad V BT Sundari 3. Research Methodology- By Dr. Va. Bha. Patil By Prashant Publication 4. Website: a) http:/www.quora.com b) http;/www.clicltravel.com

Questionnaire “An Analytical study of problems faced by employee of the travelling and tourism agency” Name of Employee – _________________________________________________________ Address -- _________________________________________________________ Age -- _________________________________________________________ Family Size -- _________________________________________________________ Income -- _________________________________________________________

1) From how many years have been working in this travelling and tourism agency? a) 0-3 years b) 3-5 years c) 5-7 years d) More than 2) Which of the following factors motivate you most? a) Salary Increase b) Promotion c) Leaves 3) Working hours is satisfactory? a) Agree b) disagree c) Average

4) Physical working condition in this agency is satisfactory? a) Agree b) disagree c) Average 5) Job satisfaction level is good? a) Agree b) disagree c) Average

6) Dose the agency provide medical facility for employee? a) Yes b) No 7) Are you satisfied with welfare facilities provide to employee by agency? a) Yes b) No 8) What are the biggest challenges facing by agents? a) Competition b) Customer Satisfaction c) Bad Behavior of Senior 9) Agency pressure you to collect clients? a) Yes b) No 10) Is your customers are satisfied with your service? a) Yes b) No c) Average 11) Dose your organization organize any guidance program or training program for employee?

a) Yes b) No 12) Do you think there are good career prospect in your organization? a) Yes b) No 13) Do you face problems while using foreign languages? a) Yes b) No

14) Are you familiar with online-booking tools? a) Yes b) No 15) How many calls/transactions do you in an average day? a) Less than 50 b) 50-150 c) 150-250 d) More than 250

Suggestions:_______________________________________________________________________________________ _______________________________________________________________________________________ __________________________________________________