Retail Travel Agency Operations

Gain a broad range of 'core' operational skills, customer service, manual reservations, retail /wholesale sales & services, international airfares, computerised airline reservation system, computer operations (including current software applications), financial operations

Retail Travel Agency Operations Generally, a TA is divided into several departments a) Inbound b) Outbound, c) Corporate ticketing d) Finance e) HR and Administration etc

Charter Tours Tours tailored for a performed affinity group, at a special price, Potential tour participants usually find out about them from flyers, meetings, s, word-of- mouth or an organization’s newsletter

Inbound Operator Company that concentrates on tours in a particular city, area, or country is called an inbound operator e.g. Singaporeans booking a tour to Myanmar through a TA in Singapore and the local TA will work with an inbound operator in Myanmar who in turn work with the local ground operator catering to the tour member’s needs

Retail Sales Customers who walk in or call in making reservations for different tour components e.g. hotels, airlines, car rentals, FIT & GIT tour packages etc.

Computerized Reservation System Staff are expected to possess basic CRS skills e.g. Abacus, Amadeus, Worldspan As for the corporate ticketing department, the staff are expected to possess more skills in dealing with corporate customers who are constantly changing their itineraries

Wholesalers Wholesalers are the ones who purchase in bulk from different suppliers e.g. hotels, airlines and in turn sell to smaller travel agencies and thereafter selling to retail customers

Retail TA Generally, retail TAs do not have customer service department, however, all the counter staff are expected to provide the highest possible level of customer satisfaction and in return it may create customer loyalty

Supporting departments Finance, HR and administration departments are other supporting departments to ensure the main activities are supported

Outbound Outbound operator takes groups from a particular city or country to another city of country. Escorts (Tour Leaders) may travel with the group from the start of the tour to ensure that the trip is as smooth as possible

Corporate Ticketing Selling airlines tickets to any destinations to an organization Tickets may include Economy, Business, First class tickets and Budget Airlines’ tickets Staff have to be familiar to the latest promotions, CRS system, visas requirements, attractions, tours and hotels