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Definition
Tourism
The sum of phenomena and relationships arising from the travel and stay of non-resident to and in various destinations, insofar as they do not lead to permanent residence and are not connected with any earning activity.
Tourist
Temporary visitors staying at least 24 hours in the country visited. Temporary visitors staying less than 24 hours in the country visited (including travelers on cruises).
Excursionist
Early retirement
TOURISTS
Higher salaries Longer vacations Holidays and free time almost totally paid by the employer A leveling out of social classes
Usaha Perjalanan
Keputusan Dirjen Pariwisata Kep.16/U/II/1988 Usaha Perjalanan adalah usaha yang bersifat komersial yang mengatur, menyediakan, dan menyelenggarakan pelayanan bagi seseorang atau sekelompok orang untuk melakukan perjalanan dengan tujuan utama untuk berwisata Peraturan Pemerintah RI No. 67 Tahun 1996 tentang Penyelenggaraan Kepariwisataan menyatakan bahwa usaha perjalanan tersebut terdiri atas dua jenis usaha pariwisata yaitu: Biro Perjalanan Wisata (BPW) Agen Perjalanan Wisata (APW)
Travel agency
Travel agency is the enterprise who brings together the suppliers of travel services with the buyers, and who offers buyers sound travel counseling on destinations, routing, transportation, accommodations, sightseeing, and other elements of travel. Surat Keputusan Direktur Jenderal Pariwisata No. Kep. 16/U/II/88 Tgl 25 Februari 1988 Agen perjalanan adalah badan usaha yang menyelenggarakan usaha perjalanan yang bertindak sebagai perantara di dalam menjual dan atau mengurus jasa untuk melakukan perjalanan.
Tour operator
Dennis L. Foster (2000) mengungkapkan pengertian biro Perjalanan perjalanan wisata sebagai sebuah perusahaan perjalanan yang menjual rancangan perjalan secara langsung kepada masyarakat dan menjual jasa angkutan (udara, darat dan laut), akomodasi , wisata pelayaran , paket wisata, dan produk-produk lain yang berhubungan dengan perjalanan tersebut. Tour operator (Wholesaler) adalah suatu perusahaan yang usaha kegiatannya merencanakan dan menyelenggarakan perjalanan orang-orang untuk tujuan pariwisata (tours) atas inisiatif dan resiko sendiri dengan tujuan mengambil keuntungan dari penyelenggaraan perjalanan tersebut.
PRIMARY SUPPLIERS Airline Cruise ship Bus line Hotels Restaurant Resorts, etc.
Traveler
2. Ticketing
Transport ticketing
Airline travel (schedule, charter/affinity charter) Ship line travel (passenger, cruise) Rail transport (domestic, international) Bus (coach) transport
Other ticketing
Sport events Cultural performance Sight seeing, excursion, package tour (product of other travel agencies)
3. Accommodation
Hotel (other types of accommodation) reservation Restaurant booking Theater booking Special events reservation
4. Tours (leisure)
4. Tours (leisure)
Package tour
Domestic tour Outbound tour Inbound tour Escorted tour Unescorted tour Group inclusive tour (GIT) Foreign inclusive tour (FIT) Special interest tour Out off the beaten track tour Incentive tour
Money changer
A
travel agent should be appointed as an authorized agent from the travelers checks company, and earned agency-commission from it. A travel agent becomes an agent of a money changers company, and get the profit from the differences of the conversation rate.
Insurance
The loss of baggage and personal possession The damage and theft of baggage and personal possession The illness or injury The death Trip cancellation (an excellent way to safeguard clients from cancellation made by transportation companies, accommodation, etc.)
Cargo handling
The
Accompanied
and exit permit requirements Visa/entry permit/tourist card permitting a traveler to enter, such as :
Visa
Convention services
Meeting and transfer in & out services Providing transport to the destination Providing tour/sight-seeing :
Convention registration Travel services related to the need of participants in the destination
Guiding and tour conducting Travel agency can provide specialized personnel to be used for making a tour, that is : - tour guide - tour conductor.
Natty-gritty Detailed work to do Able to travel much of the time Complex office works
An error might came the reservation not in order A mistake of only a few minutes might came to miss a connection
Requires careful checking and double checking for taking care of accurately and properly Has to wit stand adverse situation caused by circumstances
Menyusun dan menjual paket wisata luar negeri kepada umum atau atas permintaan Menyelenggarakan dan menjual pelayanan wisata (cruise) Menyusun dan menjual paket wisata dalam negeri kepada umum atau atas permintaan Menyelenggarakan pemandu wisata ( guiding and tour conducting Menyediakan fasilitas sewa mobil untuk wisatawan Menjual karcis (ticket) sarana angkutan dan lain-lain Mengadakan pemnesanan sarana wisata Mengurus dokumen-dokumen perjalanan sesuai dengan peraturan-peraturan yang berlaku.
Menjual karcis (ticket) sarana angkutan dan lain-lain Mengadakan pemnesanan sarana wisata Mengurus dokumen-dokumen perjalanan sesuai dengan peraturan-peraturan yang berlaku.
PIMPINAN
BAGIAN WISATA
BAGIAN PERJALANAN
BAGIAN PEMASARAN
SEKSI TICKET
SEKSI LITBANG
SEKSI KEUANGAN
UR. WIS. UMUM KE DLM NEGERI UR. WIS. KHUSUS KE DLM NEGERI UR. WIS. INSENTIF KE DLM NEGERI SEKSI WISATA KE LUAR NEGERI
UR. TICKET ANGKUTAN UDARA UR. TICKET ANGKUTAN LAUT UR. TICKET ANGKUTAN DARAT UR. TICKET LAINNYA SEKSI AKOMODASI
UR. LITBANG PRODUK WISATA URA. LITBANG PASARAN WISATA SEKSI PERENCANAAN & PRODUKSI
URUSAN AKUNTANSI UMUM UR. ANALISA LAPORAN KEUANGAN SEKSI UMUM & PERSONALIA
UR. WIS. UMUM KE LUAR NEGERI UR. WIS. KHUSUS KE LUAR NEGERI UR. WIS. INSENTIF KE LUAR NEGERI
SEKSI WISATA DI DLM NEGERI
URUSAN PERSONALIA
URUSAN PENJUALAN
UR. WIS. UMUM DI DLM NEGERI URUSAN PASPOR DAN EXIT PERMIT
UR. WIS. KHUSUS DI DALAM NEGERI UR. WIS. INSENTIF DI DALAM NEGERI SEKSI PELAYARAN WISATA
URUSAN VISA DAN KARANTINA UR. KEWARGANEG. & PERIZ. KERJA SEKSI PAKET
DEWAN KOMISARIS
PIMPINAN
Income
Commission or mark-up on tickets and tours Other commissions such as from hotel reservations, travel insurance, car rental, etc. Investment profits, such as bank interest, revaluating of fixed assets, etc.
Expenditure
Personnel expenses Sales and promotion expenses Administrative expenses
Mix ratio
Mix ratio is the ratio percentage of total income (gross profit or total commission & add-on profit) to total gross sales. Total income (gross profit) Mix ratio = -------------------------------- X 100 % Total gross sales Incidentally, 8 % to 8.5 % mix is about average for the industry, though some agencies may run lower if they concentrate on heavy volume of commercial business, while others may operate at 10 % or better if they enjoy high revenue sales. It follows that the larger the mix the greater the income.
Suppliers
Suppliers like airlines, steamship, rail and coach companies, tour operators, sight-seeing firms, hotels, car rental firms solicit and accept business directly from the public.
Other competition There are many other non-industry organizations and people competing with travel agents. Such as employees annual leave handled by employer.
Under capitalization Failure to thoroughly investigate an agency prior to purchasing Deficiency in knowledge of travel agency operation Deficiency in knowledge of travel industry in general Unrealistic evaluation of market potential Inefficient manager and/or staff Inexperienced manager and/or staff Too much competition or poor location Poor business climate
Lack of professionalism Failure to have an agency evaluated and investigated by an expert prior to purchasing Failure to listen to, or to heed the advice of the manager. Absentee ownership (loss of control) Inadequate record keeping Excessive extension of credit, thereby seriously restricting the cash flow An egotistical attitude Inability of the owner to properly handle, or motivate staff
Location Lease Layout Accounting Filing and efficiency system Advertising and promotional campaigns Budgeting Developing a training program, etc.
Can stop the attitude of Ill do it my way The slightest evidence of a problem can be solved at the time of arising, before it gets out of control His/her practical experience which is gained through exposure to a variety of situations and problems.
Has to find and decision a good location Less of capital Has to secure suppliers appointment Has to hire and train personnel Should has a good existing By a very thorough investigation Already operating Has a functioning staff
Is there an agency for sale within the price range in the general area desired to locate ? Is it for sale at a reasonable and realistic price ? Can it arrange a moderate down payment with attractive payout time ? Does it have a consistent record of steady sales, growth, and earnings ? Does it measure up to the criteria standardized for a good existing travel agency ?
Already is at an approved location, staff, and principles Immediate earnings commission (if already has clients) Buyer can get benefit from the owner :
Expertise
Pay too much, because the inaccurate evaluation of the worth of agency The agency may be in default If the owner leaves immediately after the closing of the sale much of the business may diminish The location may be poor The owner may have had a bad reputation May be loss of important commercial account, departure of key staff.
To effort arriving at an equitable or realistic price Should be aware of that evaluating a service business is always more complicated than pricing a manufacturer or retailer (service business is intangible and unknown, manufacturer has a realistic assets and inventories) The previous history and prevailing condition records should be utilized as an adding or subtracting consideration Consider factors that could influence on pricing.
Asset value : the cost of the asset new, the depreciated value,
the replacement, or fair market value. exploited.
The potential : to discern the potential which is right to be The good will (consists of intangible factors) : Eagerness and desire The business climate The evaluating factors
good reputation, convenient location, steady and repeat clientele, competent and efficient staff, attractive offices, high mix, and other factors related
Positive factors
Substantial vacation business Long established Consistently good sales High mix Good commercial volume Favorable lease Good location Attractive dcor Quality of furniture and equipment Stable management and staff All conference appointments Good cash flow Owner will remain during transition
High turnover staff Too much commissioned sales people An excess of : charter business, student business, ethnic business, fraternal business, group business. Poor cash flow Slow paying commercial accounts High rent Recently established Owner will depart after closing
Offers the best potential for growth and profit Type of business Location of travel agency competition and supplier Cater to the carriage trade in a large community Type of sales service Plenty of free parking A ground floor location or an adequate elevator services (for a multi storied building) Good traffic pattern
Has a good portion ratio between sales activities area and administrative activities area (depends on the type of its business activities) The reception area is a polite receptionist who may double as the telephone operator General sales counselors should be located near the entrance Separation based on departmentalization activities should be existed clearly Has a folder (brochure) rack display in the reception area Take the advantages on window display possibilities Has a uniform office furniture such as desks, chairs and filing cabinets The flow of the clients should be act in accordance with the office procedure Besides the lay out of counter sales should be considered too the placement of the manager office, accounting office, tour/travel administrative operation office, a supply and mailing office, storage and file space.
The decor of travel agency office should possessed an impression of the client with consideration as hereunder
The decor is to be set in accordance of travel services Has a colorful and glamour impression To perform an attractive, exciting and efficient-looking office Utilizing brochure, poster, air models, etc. as a decor aids material Supplemented by colorful maps (tourist or airlines map)
Bookcases Chairs Copy machine Desks Dictating equipment Filing cabinets Lamps Literature racks Safes and vaults
Shelving Storage cabinets Tables Ticket imprinter (order from ATC) Typewriters Waste paper basket Computer sets with link system Telephone and facsimile Miscellaneous, accessories, etc
Fixtures and equipment Advertising and other opening promotional expenses Conference, filing and application fees Decorating and remodeling Incorporation and other organizational expenses Insurance, bond, etc. Legal and other professional fees Printing (letterheads, envelopes, etc.)
Salary of owner Salary of manager All other salaries and wages Advertising and promotions Conference fees Depreciation Dues and subscription Entertainment Insurance premium, bond Legal and accounting Miscellaneous expenses
Postage
Contact conferences for information and applications Order catalogs from travel agency printers Consult with your attorney to decide form of legal structure Complete the worksheet in this book Decide on a name for the agency Locate suitable office space Read lease carefully. Attorney to review before signing Form the corporation Open a bank account Arrange for design of logo Order all letterheads, envelops, business cards, etc. Set up the accounting system Order all supplies from travel agency printers
Considerations
Cost and benefit analysis The needs of the staff The dictates of business efficiency
Building Personnel equipment Merchandising Office work : records, figures and computation, retention of products, internal and external communication
External form
Service order Travel voucher Reservation form Receipt Invoice, etc.
Utilizing form
Functional considerations
The aim (objective) of the form The information to be filled in The complete identification The logical items in accordance with the flow of steps The utilizing of space The number of copy to be needed Types of printing (letters, inks, duplicating) Types of paper Size of form Cost of printing
Physical considerations
TRAVEL RETAILING
The role of travel agents
Did similar to that of most other retailers in that an agent does not purchase travel for resale to the customers. Therefore the travel agent does not carry stock of travel products. The two implications for the business of travel distribution :
The cost of setting up in business is comparatively small compared to other retailing business. No obligation to dispose of products that has to be purchased and therefore has less brand loyalty towards a particular product or company than do other retailers.
To provide a convenient location for the purchase of travel. At these locations they act as booking agents or as a source of information and advice on travel services.
Advising potential travelers on resorts, carriers, travel companies and travel facilities worldwide. Making reservations for all travel requirements Planning itineraries of all kinds travel needs Accurately computing airline and other fares Issuing travel tickets and vouchers Corresponding by phone call and letter with travel principals and customers Maintaining accurate files on reservations Maintaining and displaying stocks of travel brochures Interceding with principals in the event of customer complaints.
The remuneration in getting commission on sales A questionable on providers of information (particularly in the area of long-haul travel) Travel agency work still has of a glamour image for young people (lack of basic knowledge on travel agency business) A questionable on the grounds of its impartiality Displaying promotional in their shops not to play an active role on promotion.
Increasing the sales of principals Agency commission able to compensate the expense in setting up sales offices and direct marketing cost.
The only means of improving profitability is to increase efficiency by : Achieving higher turnover at the same cost Achieving similar turnover at reduced cost
Computer operation can be in isolation or to link with the reservation system of travel principals. Can change the atmosphere of travel retailing. Existing modern means of communication. Travel agency operation will become more efficient. Travel agency will need to become more knowledgeable in marketing and sales skill.
The requires system of registering availability of transport and accommodation at short notice. Making immediate reservation. Amendments and cancellations on such facilities with a correct manner. Quoting complex fares and conditions of travel. Rapidly processing documents such as tickets, invoices, vouchers and itineraries. Providing accounting and management information.
The wide net links of using computers not only links between agency and principals. The automated selling by suppliers. Inability of travel agencies to meet increasing costs. Decisions of supplier not to use travel agencies as mediator. Deregulation of the environment.
Tour operator
Most business calling themselves tour operators undertake a distinct function in the tourism industry; they purchase separate elements of transport, accommodation and other services and combine them into a package which they then sell directly or indirectly to consumers.
Carriers Accommodation Services Travel Agents Tour Operators Customers
Chartering of entire aircraft instead of purchasing a block seats on a scheduled flight. Using time series charters, aircraft were leased over longer periods of time rather than for ad hoc journeys. Productivity achieved through high load factors - the number of seats on each aircraft actually sold as a percentage of total capacity. Maximize the utilization of the aircraft during its period of charter.
The revenue achieved by the imposition of cancellation charges. The profit gets through the judicious buying forward of foreign currency at times where exchange rates are favorable. The profit as result from direct selling instead through travel agent as mediator (avoiding payment of agency commission).
Tour pricing
Total tour components costs per person .
Add mark-up
Selling price Mark-up can be in the calculation of :
.
.
Or
In developing a pricing strategy for package tours, the tour operator must take into account a number of variables which has influences on pricing, such as : types of product, special reduction, a subsidized fare, high/low season price, etc.
Types of operator
Mass market operators. Sell large numbers of inclusive bay air and/or coach. Domestic operators. Those who assemble and sell inclusive tours to a destination within the country in which the tourist reside. Can operate as :
Domestic
Types of operator
Specialist operators. May range from local travel agents organizing an ad hoc tour for thirty local passengers up to business offering long-distance inclusive tours to exclusive destination.Specialists may be subsidiaries of carries or accommodations, existing to provide a sales outlet for the organizations products. It is convenient to group into : Inclusive tours to particular destination Inclusive tours from specific generating areas Inclusive tours which is using a specific accommodation Inclusive tours which is using specific transport Inclusive tours offers a special interest people
Informing people about the product Persuading people by purveying dreams to purchase it.
The production of the tour brochure represents a major proportion of a tour operators marketing budget. It is essential to see that this enormous expenditure achieves the intended results. The first task of a brochure is to attract the attention of the consumer. To gain attention, operators have developed a house style in which multi colors covers combine with an eye-catching symbol and house name across the top of the brochure to obtain maximum impact.
The name of the firm responsible for the inclusive tour The means of transport used Full details of destination, itinerary and times of travel The duration of each tour Full description of the location and type of accommodation provided, including meals Whether services or representative are available abroad A clear indication of the price for each tour Exact details of special arrangements Full condition of booking and cancellation Details of any optional or compulsory insurance coverage Details of documentation required for travel to the destinations.
The design of the system will depend on : The manual system of reservation The computer system of reservation The selling system of product :
Direct selling Through retail travel agent Through a combination of these two system.
Note : All reservation system is to get a clear, accurate and fast confirmation.
The airline. The negotiation was made in order to earn contract with spell out the conditions of :
The release of unsold The cancellation The settlement Rate or special contract fare Ensure the available capacity.
Small and specialist tour operator with a free sale agreement Long terms contract, for a big tour operator with a block of room system.
On the negotiations process with hotel industries, tour operator seek to get clear on :
Reservation and registration procedures Accommodation requirements for any representatives or couriers. Handling procedures and fees charged for port rage. Special facilities available or need Language spoken by hotel staff System of settlements and the contract rate System of payment for personal/guests account