Copyright 2005 – Biz/ed Administrative Systems in Travel and Tourism BTEC Travel and Tourism
Copyright 2005 – Biz/ed Administrative tasks are everywhere! Handling telephone enquiries Processing customer sales Booking accommodation Receiving and processing payments Sending out confirmation letters Sending tickets by post Dealing with customer questionnaires and feedback
Copyright 2005 – Biz/ed Problems can occur at all stages Getting the wrong information Getting the information wrong Processing details incorrectly Failing to notify important contacts Not answering the telephone promptly Failing to act on customer queries and other requests for information
Copyright 2005 – Biz/ed These will cause problems for Customers Your organisation (internal clients) Yourself Your work colleagues External organisations
Copyright 2005 – Biz/ed Some examples of administrative tasks Selling a package holiday through a travel agency: brochure ordered by customer assistant makes booking on computerised reservations system assistant records booking on agency’s internal system customer receives confirmation by post agency confirms booking with tour operator
Copyright 2005 – Biz/ed Another example Evaluating customer satisfaction in a B&B guesthouse: Manager creates questionnaire Manager sets up spreadsheet to record responses Manager sends memo to all staff asking them to hand out questionnaire to guests
Copyright 2005 – Biz/ed Another example (cont’d) Staff collect completed questionnaires from guests’ rooms Manager records results
Copyright 2005 – Biz/ed One final example Handling a customer complaint: Deal with complaint, if possible Record in writing the complaint and action taken Notify supervisor/manager about complaint Follow-up check with customer