ORGANIZATIONAL

STRUCTURE

Organizational Structure,
Departmental functions and Job
Descriptions

Administration

Deals with the day-to-day management

activities of the company
Has 4 functions:

General Administration
Personnel
Accounting
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 support 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 organizations 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 accounts 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 terms and conditions of travel
products and services.
Dissiminate relevant information to all
departments and sections concerned
Maintain and update the companys 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