-Management LevelsManagers are organizational members who are responsible for the work

performance of other organizational members. Managers have formal

authority to use organizational resources and to make decisions. In
organizations, there are typically three levels of management: top-level,
middle-level, and first-level. These three main levels of managers form a
hierarchy, in which they are ranked in order of importance. In most
organizations, the number of managers at each level is such that the
hierarchy resembles a pyramid, with many more first-level managers,
fewer middle managers, and the fewest managers at the top level. Each of
these management levels is described below in terms of their possible job
titles and their primary responsibilities and the paths taken to hold these
positions. Additionally, there are differences across the management levels
as to what types of management tasks each does and the roles that they
take in their jobs.
Management Levels are important for any business. The management
levels of Golden Lanka is a lot simple compared to other organizations.
But decision making is more faster and its easier for the employees to
communicate with the managers other than assistant managers.

Levels of the management

-TOP-LEVEL MANAGERS-Top-level managers, or top managers, are also called senior

management or executives. These individuals are at the top one or
two levels in an organization, and hold titles such as: Chief Executive
Officer (CEO), Chief Financial Officer (CFO), Chief Operational Officer
(COO), Chief Information Officer (CIO), Chairperson of the Board,
President, Vice president, Corporate head.
Often, a set of these managers will constitute the top management
team, which is composed of the CEO, the COO, and other
department heads. Top-level managers make decisions affecting the
entirety of the firm. Top managers do not direct the day-to-day
activities of the firm; rather, they set goals for the organization and
direct the company to achieve them. Top managers are ultimately
responsible
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-MIDDLE-LEVEL MANAGERSMiddle-level managers, or middle managers, are those in the levels

below top managers. Middle managers' job titles include: General
manager, Plant manager, Regional manager, and Divisional
manager.
Middle-level managers are responsible for carrying out the goals
set by top management. They do so by setting goals for their
departments and other business units. Middle managers can
motivate and assist first-line managers to achieve business
objectives. Middle managers may also communicate upward, by
offering suggestions and feedback to top managers. Because
middle managers are more involved in the day-to-day workings of
a company, they may provide valuable information to top
General Manager of Golden Lanka comes under the Middle
managers to help improve the organization's bottom line.
level Managers. Middle level managers are the people who
takes important decisions about the company growth. They
come up with an action plan and sets goals for the business
to achieve.

-FIRST-LEVEL MANAGERSFirst-level managers are also called first-line managers or supervisors.

These managers have job titles such as: Office manager, Shift
supervisor, Department manager, Foreperson, Crew leader, Store
manager.
First-line managers are responsible for the daily management of line
workersthe employees who actually produce the product or offer the
service. There are first-line managers in every work unit in the
organization. Although first-level managers typically do not set goals for
the organization, they have a very strong influence on the company.
These are the managers that most employees interact with on a daily
basis, and if the managers perform poorly, employees may also perform
poorly, may lack motivation, or may leave the company.
First level organization is also called as the operational level. This
where the heavy work of the organization is done. Tour Executives
Senior Tour Executives and other Employees are fall in this category.

The sources of information

available
Operational Level
Tour Itineraries
Travel Documents
Hotel Vouchers
Tactical Level
Tactical level of the organization is where the Assistance managers
have access to the daily transactions.
Advertisements to be published daily
Pending Tasks to be completed (EG : Bookings to Payments)
Strategically level
This is the level where most of the important decisions are taken
in the organization.
Expanding the business.
Profit and loss statements of the business.
Employee performances

es of Info used in Level of Acceptance

Operational Level :
Type of Information used - Transaction processing systems
Bank Transactions Receive payments
Reservation Vouchers Booking Hotels
100% Systematic
The acceptancy level is very high in the operational stage since all
the transactions are processed In this level and it is like the heart of
the business.
Tactical Level :
Types of information used Management information Systems
PenPair taking payments
80% Systematic and 20% Manual
100% level of acceptance in this level
Strategic Level :
Types of information used Executive Information System
PenAir Annual Generate Reports
Microsoft Excel
75% Systematic and 25% Manual
100% level of acceptance in this level as well

New Trends in information

Systems
ERP
Enterprise resource planning (ERP) is business process
managementsoftware that allows an organization to use a
system ofintegrated applications to manage the business and
automate manyback office functions related to technology,
services and human resources. ERP software integrates all facets
of an operation, including product planning, development,
manufacturing, sales and marketing.
ERP in Golden Lanka Travels is mostly an online software which
records the user records all the transactions. It is more of a back
up system which any agent or manager can access with a login
and password. It records the transactions of the company and its
very essential for future references. Its updated by the sales
agent and once the booking is completed the ERP is updated.
ERP is very important to Golden Lanka Travels since it acts like
Backup to the company. All the bookings which are pending will
also be shown. Backups are important for the company to view
frequent travellers using the travel Agency and also for the
companies growth.

Continued.
E-Commerce
Electronic commerce or ecommerce is a term for any type of business,
or commercial transaction, that involves the transfer of information
across the Internet. It covers a range of different types of businesses,
from consumer based retail sites, through auction or music sites, to
business exchanges trading goods and services between corporations. It
is currently one of the most important aspects of the Internet to emerge.
Golden Lanka Travels relies on E-Commerce since all transactions is
done via E-Commerce. Transactions from the passengers making a bank
transfer to booking hotels and other additional requirements.
Transactions done by Golden Lanka via E-Commerce is mentioned below :

Tracking bank transfers

E-Mails
Skype
Hotel , Tour, Flight Reservations

Manual to Systematic Processes

Nowadays mostly every reservation is made and stored In the
system. Since is, user friendly and bookings can be processed soon.
But systematic process can be worth it. As a travel Agency each
bookings needs to done quickly but accurately . Advantages and
disadvantages are mentioned below.
Golden Lanka uses a lot of Systematic Procedures but there is a
certain amount of Manual process still involved. Keeping a track of the
profit and loss of the company by the assistance managers is done via
Computer softwares sine its more accurate and more faster compared
to Manual.
Bank slips and petty cash vouchers are considered as manual system
processes. Manual process is important since its a hard copy and
there is proof of the certain task but in Systematic process if the agent
faces any issue with the system the complete transaction might get
permanently deleted.

Continued.
Advantages :
Speed
The main difference between manual and computerized systems is
speed. Accounting software processes data and creates reports
much faster than manual systems. Calculations are done
automatically in software programs, minimizing errors and increasing
efficiency. Once data is input, you can create reports literally by
pressing a button in a computerized system.

Continued.
Disadvantages :
Demand for Jobs
The demand for Jobs reduces since its all systematic. Example- One
employee can process the same tasks 4 other employs are processing
faster and more accurately. Hence Job opptunities are reduced.
Hackers and Credit card thefts
Now a days with the developing technology people find different ways
to log into other systems. Credit card theft is highly advised and since
Golden Lanka is a travel agency and the first impression the passengers
receive is the Website. If the passenger can trust the website so on and
so for. There might be second thoughts in the passengers mind if to or if
not to trust the organization with there personal card details.
Cost
Another difference between manual and computerized systems is cost.
Manual accounting with paper and pencil is much cheaper than a
computerized system, which requires a machine and software. Other
expenses associated with accounting software include training and
program maintenance. Expenses can add up fast with costs for
printers, paper, ink and other supplies.

Communication system within the organization

Good communication within the organization is one of the main
reasons a business will survive for a long. Its vital for any business
owner. Communicating from different Levels of the organization is
very critical since with no proper communication no organization can
run smoothly.
Communication within the business is important. Effective
communication can help to foster a good working relationship
between you and your staff, which can in turn improve morale and
efficiency.
There are a few key aspects for good communication :
active listening
understanding non-verbal signals
maintaining eye contact
assertiveness
being mindful of people's individual space
using positive body language
dealing with different points of view.

Continuation..
Golden Lanka travels isnt a big organization therefor the its easier to
communicate within the organization. Reaching higher level managers
isnt difficult. Having a proper communication within the organisation is
key. Since its a travel Agency its very important to know how to
communicate with the passengers. There for product knowledge also
comes into play. How to convince a passenger over the phone to agree
with the companies terms and conditions of the booking and also its key
to make sure the agent gives a detailed and understanding expiation of
the product ( Tour, Hotel, Transfer, Etc )
Good communication is very vital for the business growth specially since
its a travel agency and majority of the time the passenger calls the
organization and books his/her holiday. Therefor the fist impression of for
the passenger is when the agent speaks to him/her over the phone.
Since most of the communication is done over the phone if the agent
communicates with the passenger and meets her needs too, the
passenger will definitely come back to you. Which means the passenger
will come back to book another holiday with you in the future since the

Continuation..
Below is shown the communication within the
organization :

Travel
Executive

Senior Travel
Executive

Reservations
Department

CEP

Manager

Communication Trends
There are different types of communication which an organization used
internally and externally.
There are 2 types of Communication methods:
Company Telephones
Emails
Online Chat Service
Company Telephones
At Golden Lanka Travels personal mobile phones are given to each
employee. Its mainly used to contact with the work staff free of
charge ( FOC ) and also a any members outside the organisation
until the limit given by the package the organization has chosen. Its
also considered as a privilege. This is also a method of method of
motivation since the employee does not need to use his phone for
work purposes. This will motive the employees unto a certain extent
which will affect on there performance and sales will increase which
relate to more profit for the organization.

Continuation..
E-mails
E-mails are mainly used not only at Golden Lanka Travels but also in
every organization. Its a lot fast compared to snail mail and also the
process if very simple and short. Even though E-Mail is very easy and
efficient there are disadvantages.
Advantages :
It is very easy to communicate effectively with anybody within the
office or anywhere in the world regardless of where they are
situated.
Another advantage of having Email system at Golden Lanka Travels
is that you can respond to passengers quickly and easily. This means
that you no longer need to spend hours on the phone, trying to get
through and leaving messages with receptionists.
The cost of sending an email is very low, unlike postage and other
methods of communication.
It is easy to use, simply type the name of the recipient, a subject line

Continuation..
You can copy others on correspondence. You can even blind copy
someone (BCC) if you don't want the recipient of the email to know
that you are sending it to another person. A large number of people
can be copied and communicated with at once
Media can be sent. Example Excel Sheets, Photographs, etc.
You can book appointments in other people's diaries. They can then
accept or decline the appointment.
Email saves time. No need to spend valuable time going to
someone else's office.
Emails can be responded to in your own time, when it is convenient
for you. It is not invasive like a visitor or phone call which requires
immediate attention.
It speeds up the workflow process, documents can be sent for
comment, corrections can be made quickly.

Continuation..
Disadvantages of E-Mail :
Spam emails can be sent which can clutter your inbox.
Email hoaxes.
Viruses can be sent by email.
Misunderstandings can occur if messages are not constructed
properly.
Not everyone has internet connectivity.
Confidential information can be easily forwarded and disseminated
and if done in error could easily end up in the wrong hands.