Organizational Structure z6t2o

ORGANIZATIONAL STRUCTURE

Organizational Structure, Departmental functions and Job Descriptions

• istration

– Deals with the day-to-day management activities of the company – Has 4 functions: • • • •

General istration Personnel ing Finance

Organizational Structure, Departmental functions and Job Descriptions

• Operations

– Core of the Travel Agency business – Engaged in the efficient and effective delivery of the organizations services. – For larger-sized TMCS operations are divided into 2: Travel Operations and Tour Operations. – This department has the following employees: • Travel Managers and supervisors • Reservations and ticketing officers and; • Liaison Officers

Organizational Structure, Departmental functions and Job Descriptions

• Operations

– This department has the following employees: • Travel Managers and supervisors • Reservations and ticketing officers and; • Liaison Officers and travel consultants

Organizational Structure, Departmental functions and Job Descriptions

• The Travel Counsellor

– Provides all necessary information requested by prospective travellers – Recommends products and services best suited to the travellers needs – Keep updated on new travel information and trends. – Fill out all travel information in the booking card for travel. – Relay all changes and confirmations to clients – Process refunds and processing fees – Monitor processing of travel documents and insure that they are all in order prior to release to clients.

Organizational Structure, Departmental functions and Job Descriptions

• The Reservations Officer

– Place all required reservations with different suppliers – Follow up on reservations placed until confirmed – To change reservations when itineraries are amended – Look for alternative suppliers in the same level of service in case preferred supplier is not available – Monitor issuance of travel vouchers and tickets – Act as back up to the ticketing Officer

Organizational Structure, Departmental functions and Job Descriptions

• The Ticketing Officer

– Correctly source or calculate fares when the need arises – Issue air tickets manually or through the automated ticketing system – Correctly issue purchase orders in accordance to clients itinerary – Check the accuracy of travel documents – Reissue tickets when required – Act as a back up to the travel counsellor

Organizational Structure, Departmental functions and Job Descriptions

• The Liaison Officer

– Determines what visas and other documents are required for travel – Check the authenticity of all documents submitted – Checks all relevant papers. – Insures that documents filed are released on time – Arranges and coordinates appointments and visits to the various consulates and government offices

Organizational Structure, Departmental functions and Job Descriptions

• Marketing and Sales

– Sales can either be walk-in or field sales – Marketing: everything that is done in order to attract or create awareness about the company. – Lead by the sales and marketing manager • Prepares annual marketing plans • Sets annual sales goals and develops working plans to carry out these goals • Participate in the preparation of the organization’s budget • Decide on negotiated rates and concessions • Prepare proposal letters and contracts • Prepares and submits marketing and sales reports • In charge of all marketing activities and attends tradeshows and fairs • Maintain an updated clients and prospective clients and performs regular sales calls on major s and suppliers.

Organizational Structure, Departmental functions and Job Descriptions

• Marketing and Sales

– Includes product development functions • Reviews existing customer base, product and market profiles and analyzes productn characteristics • Initiates in close coordination with the operations department the development or upgrades of new products and services.

Organizational Structure, Departmental functions and Job Descriptions

• Marketing and Sales

– Includes Product Research and Development functions • Monitor available products and services in various travel websites and travel platforms • Monitor electronic rates for services available. • Monitor booking and conditions of travel products and services. • Dissiminate relevant information to all departments and sections concerned • Maintain and update the company’s website content.

The Size of the Travel Management Company • Small sized TMC: no more than 10 employees with a manager supervising all three departments • A medium sized TMC: 20 or so employees with three departmental heads reporting to one manager • A large Sized TMC: at least 30 employees a comptroller is with the general manager

The Tourism Industry Travel Agencies • Can be compared to a department store selling travel needs. • A place or establishment where people can secure information, expert counselling and make arrangements for travel by air, sea or land to any point in the world.

Tour Operators • Companies that contract and purchase separate travel components and assembles them into one package.

The Travel Trade TRAVEL AGENTS

TOUR OPERATOR

Retailers

Wholesalers. Deals with travel agents (retailers)

Acts as consultants or advisers to the traveller.

Acts as middlemen between the suppliers and the vendors.

Revenues are fixed and pre determined by suppliers

Have variable but limited revenues income and profit margins

Charges fees for documentation and ancillary services

Sells optional products and services and makes use of deposits

Agents of the Suppliers

Capitalize on Cost-savers