旅行社管理-讲义.docx

SECTIOn3(补充内容)1、Whatarethedifferencesbetweentravelagentsandtourwholesalersandtouroperators?TravelagentsretailersTourwholesalerssellproductsthroughretailersTouroperators-selldirectlytopublicandindirectlythroughwholesalersorretailers.Theymayhavetheirownsuppliers.2、SpecialtychannelersTheincentiveormotivationtravelcompanyMotorcoachbroker/touroperatorsMeetingandconventionplannersDestinationplannersJunketrepresentativesNationaltourismofficers3、Thedistributionrouthsone-stagedistributionsystem:SUPPIierSfTouristsAdvantages：SimplicityAdditionalsalesopportunitiesFlexibilityGreaterprofitabilitytosuppliersPersonalcontroloverthesaleManagementofkeyaccountsTwo-stagedistributionsystem:SuppliersIntermediariesTouristsAdvantages：ProfessionalassistanceMultipleoptionsFreeorlowcostassistanceCumulativegrouppower(bargingpower)Single-chargebillingOut-of-townassistanceCreditandassistancetosuppliersOffseasonpromotion(3) three-stagedistributionsystemSuppliersSpecialtychannelersretailers-touristsAdvantages:Theadditionalbenefitscomefromtravelservicesbeingpurchasedinlargequantitiesatdiscountedpricesbywholesalerfour-stagedistributionsystem-SuppliersfWholesalerorTouroperators-Travelagents-SpecialtychannelersTouristsAdvantages:CustomizationExampleSECTION4(补充内容)工、Resourcesofincome Themajorityofincomefortravelagentiscommissionpaidbysuppliers Veryfewagentsgetrevenuefromsellingtravel-relatedproductsandservices,（e.g.Iuggageiinsurance,traveler'schecks） ExamplesintheUS:Theairline:90%ofairlinesalesaremadethroughtravelagents.Thehotek25%ofallhotelroomsarereservedthroughtravelagents.2、TheOganizationalstructure（只要求掌握最根本的模型，适用于中小型企业）SmallsizetravelagentsSmalltravelagentsTheevolvementoforganisationstructureStage1（3positions）Stage2（4positins）Manager即将stage的sales和operationl!1分开，各成一个部门，其余不变SalesZOperationAccountingStage3（6position）ManagerIIFIIOperationFinancialCommercialLeisureAgencygroupsSECTION5Puttingthepackagetogether（书上内容）工、Contractingaccommodation三种跟饭店签合同的类型CommitmentAllocationAdhocrooms2、Charterairline（包机）andNofreeairline（廉价航空）各提供什么效劳？Charterairline:Time-serieschartersPartchartersAdhoccharteringNofrillairline:（网上找的）Thatusescharterand/orscheduledflightstoofferbargain-basementfares.Budgetairlinesusuallylandatandtakeofffromsecondaryairports,donotprovideinflightmealsorrefreshments,andmaynotevenoffernumberedsealallocation.Theirticketpricesarefixed,andnon-refundableincaseofacancellationorno-show.Alsocalledno-frillsairline.3、FourWaystoassessthequalityofprogrammeOnewaytoassessthequalityofaprogrammeisbytheresponsestothecustomerquestionnairesmostoperatorshandout,whichaskquestionsabouteverythingfromtheserviceinthehoteltothesmilinessoftherep.Twowayisbythenumberofcomplaintsreceived.Threewayisbyfeedbackfromtheirownstaffintheresortsalthoughthisisaveryhitandmissapproach.Fourwayisbytheexternaljudgement.4、WaystomaintainproductqualityP69-73hotelgradingsystemsfire,safetyandhygienestandardsoverseasSECTION6Preparingthebrochure（书上内容）工、做一个brochure里面要包含哪些内容？ContentofthebrochureInformationcontained16importantpointslistedonP114Governmenta!/statutorylicensingauthority（政府/法定营业执照）1.egalidentity（合同身份）Menasoftravel（旅行方式）Destinationand/oritinerary（目的地线路）Datezplaceandtimeofdepartureandreturn（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）Delaysatpointofdeparture（出发延误）ThefrontcoverCompanynamePeriodofvalidityTheedition3essentialfeatures:a'lead-inpriceanynosurcharge额外费guarantee、anyotheroutstandingfeatures TheopeningpageIntroductorypageorparagraphhighlightingsaleablefeaturesOtherimportantmessages ThebodyofthebrochureIngeographicalorderDetailedholidaysPagedesignThebackofthebrochure6pointsincludedA、astepbystepguidetomakingabookingB、informationaboutwhatzsincludedinthepricesandwhat'se×culdedC>dataaboutthetypesofaircraftusedD、informationaboutwhentheexchangerateusedforpuicingholidayswasfixedE、 detailsoftheinsurancepolicyofferedandofitspremiumsF、 a'FairTradingAgreement'statement,settingoutclients'fightsandthoseofthetouroperator. Thebookingformlnformationincluded PricingpolicyandthetextandthephotographsImportantpricingissues ThetextThephotographsAdvertising2、Seniorcitizenholidays(P108)我也不清楚要怎么考的内容，自己看Aspeoplearelivingandstayinghealthierlonger,someoperatorsarealsointerestedinofferingproductsaimedat4seniorcitizens9,variousythoughtofasover-55s,over-6Osorevenover-65s.Aparticularfeatureofsuchbrochuresisthelong-stayholiday,lastinguptothreemonthsandenablingpeopletostayawayallwinter.Butmostoperatorsfeatureamixofsunandsandresortsandtouringholidayswithplentyofchancetowalkandsightsee.3、All-inclusiveholidays(PlOO)不清楚怎么考，需要自己看一下此局部内容Therearesomeplac