Assignment Code: BTME-143/TMA/2022-23

Course Code: BTME-143

Assignment Name: Procedure and Operations in Tourism Business

Year: 2022-2023

Verification Status: Verified by Professor

Section-A

Answer the following in about 500 words each.

Q1) What do you understand by travel facilitation? Explain important areas of tourist facilitation.

Ans) Travel facilitation refers to the measures and services that are put in place to make travel easier, more efficient, and more convenient for tourists. These measures can include everything from visa requirements and transportation infrastructure to communication services and tourism information centers. By providing effective travel facilitation, countries can attract more tourists, improve their tourism industry, and promote economic development. Some important areas of tourist facilitation include:

1. Visa and Entry Requirements: Tourists need to know the entry requirements for the country they are visiting. Many countries require visas, and the process of obtaining a visa can be complex and time-consuming. Simplifying the visa process and providing online visa application systems can make it easier for tourists to plan their trip.

2. Transportation Infrastructure: The availability of efficient and reliable transportation is essential for tourists. This includes air, road, and rail transportation, as well as public transportation in cities. Good transportation infrastructure can help tourists move around easily and make their travel experience more comfortable.

3. Tourism Information Centers: Tourists often require information about the destination they are visiting. Tourism information centers can provide information on accommodations, activities, events, and local culture. Such centers should have well-trained staff who can provide accurate and helpful information to tourists.

4. Communication Services: Tourists need to stay connected with their loved ones and the world while traveling. Availability of internet services, mobile phone services, and Wi-Fi hotspots can make it easier for tourists to stay connected.

5. Safety and Security: Tourists should feel safe and secure while visiting a country. This includes having adequate safety measures in place at popular tourist destinations and ensuring that visitors are not targeted by criminals. Effective policing and emergency services can help to keep tourists safe.

6. Hospitality Services: Tourists need good quality and comfortable accommodations. This includes hotels, resorts, and other types of lodgings. The hospitality industry should ensure that their facilities are clean, comfortable, and safe.

7. Currency Exchange and Banking Facilities: Tourists require access to banking facilities and foreign exchange services. This can include access to ATMs and currency exchange facilities.

8. Environmental Sustainability: Tourists increasingly value sustainable tourism, which involves minimizing the impact of tourism on the environment. Measures such as waste reduction, energy conservation, and water conservation can help to promote sustainable tourism.

Travel facilitation is an important aspect of tourism that can help to promote economic development, increase tourist arrivals, and improve the tourism industry. Governments and tourism organizations should invest in travel facilitation measures that make it easier for tourists to plan their trips, move around, and enjoy their travel experiences. This can include visa and entry requirements, transportation infrastructure, tourism information centers, communication services, safety and security, hospitality services, currency exchange and banking facilities, and environmental sustainability.

Q2) Define a Packaged Tour. Discuss the essential elements in planning and costing a tour itinerary.

Ans) A packaged tour is a pre-arranged travel program that includes a combination of transportation, accommodations, meals, and activities for a set price. These tours are designed and organized by travel companies and are popular among tourists who want to explore a destination without the hassle of planning every aspect of their trip. Planning and costing a tour itinerary involves several essential elements, including:

1. Destination: The first step in planning a packaged tour is to determine the destination. The destination should be chosen based on the preferences of the target market, the accessibility of the destination, and the availability of tourism infrastructure such as accommodations, transportation, and attractions.

2. Duration: The next step is to determine the duration of the tour. The duration should be based on the target market’s preferences, the time required to visit the key attractions in the destination, and the availability of transportation.

3. Transportation: The mode of transportation is a crucial element of a packaged tour. The choice of transportation can include air travel, bus, train, or a combination of these. The type of transportation should be chosen based on the target market’s preferences, the accessibility of the destination, and the cost of the transportation.

4. Accommodation: The type of accommodation is another critical element of a packaged tour. Accommodations can range from budget hotels to luxury resorts. The choice of accommodation should be based on the preferences of the target market, the availability of accommodations in the destination, and the cost of the accommodations.

5. Meals: The meals included in the tour itinerary can range from breakfast-only to all-inclusive meal plans. The choice of meal plan should be based on the preferences of the target market, the availability of restaurants in the destination, and the cost of the meals.

6. Activities: The activities included in the tour itinerary should be based on the preferences of the target market and the key attractions of the destination. These can include sightseeing tours, adventure activities, cultural experiences, and shopping opportunities.

7. Tour Guide: The tour guide plays a critical role in the success of a packaged tour. The tour guide should be knowledgeable about the destination, able to communicate in the language of the target market, and able to provide excellent customer service.

8. Costing: Costing the tour itinerary involves determining the total cost of the tour package, including transportation, accommodation, meals, activities, and tour guide services. The pricing should be competitive, considering the pricing of other tours in the destination, the cost of goods and services in the destination, and the profit margins of the tour operator.

A packaged tour is a popular travel program that includes transportation, accommodations, meals, activities, and a tour guide for a set price. Planning and costing a tour itinerary involves determining the destination, duration, mode of transportation, type of accommodation, meals, activities, tour guide services, and pricing. These essential elements must be carefully planned and executed to ensure that the tour is successful and profitable for the tour operator.

Section-B

Answer the following questions in about 250 words each.

Q3) Write a note on Travel Loyalty Programmes.

Ans) Travel loyalty programs are rewards programs offered by travel companies such as airlines, hotels, car rental companies, and travel agencies. These programs are designed to reward customers for their loyalty and repeat business, and to encourage them to continue using the same travel company for their future travel needs.

Customers can enrol in loyalty programs for free and earn points or miles for their travel purchases, which can be redeemed for various rewards such as free flights, hotel stays, upgrades, and other rewards. Loyalty programs also offer other benefits such as priority boarding, early check-in, free baggage allowance, and access to exclusive lounges. Loyalty programs are an effective tool for travel companies to increase customer retention and generate more revenue from repeat business. For customers, loyalty programs can provide significant cost savings and added value for their travel experiences.

To maximize the benefits of travel loyalty programs, customers should sign up for the programs of the travel companies they use most frequently and take advantage of the rewards and benefits offered. It is also important to stay up to date with the rules and regulations of the loyalty programs to ensure that points and miles do not expire, and to be aware of any changes to the program that may affect their benefits. Overall, travel loyalty programs are a win-win for both travel companies and customers, as they promote loyalty and repeat business, while providing valuable rewards and benefits for customers.

Q4) Explain any two important travel-related regulations applicable in India.

Ans) India has several travel-related regulations in place to ensure the safety and security of travellers and to maintain the integrity of the tourism industry. Here are two important travel-related regulations applicable in India:

Foreign Exchange Management Act (FEMA): The Foreign Exchange Management Act is a regulation that governs the exchange of foreign currency in India. Under this act, all foreign exchange transactions must be carried out through authorized dealers or banks. Travelers are required to convert their foreign currency into Indian rupees through authorized dealers or banks, and the amount of foreign currency that can be exchanged is subject to certain limits. FEMA also governs the use of credit and debit cards for foreign currency transactions and imposes penalties for violations of the regulations.

Tourism (Protection and Maintenance of Heritage, Culture and Environment in Tourism) Act: The Tourism (Protection and Maintenance of Heritage, Culture and Environment in Tourism) Act is a regulation that governs the conduct of tourists and tourism-related activities in India. The act aims to protect India's heritage, culture, and environment, and to ensure sustainable tourism practices. The act lays down rules for the conduct of tourists, including restrictions on littering, defacing monuments, and disturbing wildlife. The act also sets out guidelines for the construction and operation of tourism-related infrastructure, such as hotels and resorts, to ensure that they do not harm the environment or cultural heritage.

The Foreign Exchange Management Act, and the Tourism (Protection and Maintenance of Heritage, Culture and Environment in Tourism) Act are two important travel-related regulations applicable in India. These regulations ensure that foreign currency transactions are carried out through authorized channels, and that tourism-related activities are conducted in a sustainable and responsible manner that protects India's cultural heritage and environment.

Q5) Discuss the importance of Human Resource Management in tourism.

Ans) Human Resource Management is critical in the tourism industry, which is primarily a service industry that relies on the skills and expertise of its employees to deliver high-quality service to customers. Some of the key reasons why HRM is important in the tourism industry:

1. Recruitment and Training: HRM is responsible for recruiting and training staff, which is essential to ensure that employees have the necessary skills and knowledge to deliver excellent service to customers. This is particularly important in the tourism industry, where the quality of service is a key factor in customer satisfaction and loyalty.

2. Retention: HRM is responsible for retaining skilled and experienced staff, which is crucial to maintaining the quality of service and building customer loyalty. This is particularly important in the tourism industry, where employee turnover can be high due to seasonal fluctuations in demand.

3. Performance Management: HRM is responsible for managing the performance of employees, which is essential to ensure that employees are meeting the standards of service quality and productivity. This is particularly important in the tourism industry, where the reputation of the business is linked to the quality of service provided.

4. Workforce Planning: HRM is responsible for planning the workforce, which is essential to ensure that the business has the right number of employees with the right skills and knowledge to meet the demands of the business. This is particularly important in the tourism industry, where demand can fluctuate significantly depending on the season and other factors.

5. Safety and Compliance: HRM is responsible for ensuring that employees are working in a safe and compliant manner, which is essential to minimize the risk of accidents and to comply with regulations and laws.

HRM plays a critical role in the tourism industry, ensuring that employees are recruited, trained, and managed effectively to deliver high-quality service to customers. It is essential to building customer loyalty, maintaining service quality, and ensuring compliance with regulations and laws.

Section C

Answer the following in about 100 words each.

Q6) What are the different types of Passports issued in India?

Ans) The Government of India issues three types of passports to Indian citizens:

1. Regular Passport: A regular passport is issued to ordinary Indian citizens for the purpose of international travel. It is a blue-coloured passport that is valid for 10 years (for adults) and 5 years (for minors).

2. Diplomatic Passport: A diplomatic passport is issued to Indian diplomats, top-ranking government officials, and other eligible individuals who are representing the Indian government abroad. It is a maroon-coloured passport that is valid for 5 years.

3. Official Passport: An official passport is issued to Indian government officials who are traveling abroad for official purposes. It is a grey-coloured passport that is valid for 5 years.

Q7) List 6 important points which a service provider should keep in mind while handling guests’ complaints.

Ans) Handling guests' complaints is an important aspect of customer service in the tourism industry. The six important points that a service provider should keep in mind while handling guests' complaints are:

1. Listen Attentively to the Complaint: Listen carefully to the guest's complaint and show empathy towards their concerns.

2. Respond Promptly: Respond to the guest's complaint promptly and with a sense of urgency, to show that you take their concerns seriously.

3. Apologize: Apologize for the guest's negative experience and show that you understand their frustration.

4. Offer a Solution: Offer a solution or alternative that can rectify the guest's complaint or dissatisfaction. The solution should be feasible, fair, and meet the needs of the guest.

5. Follow Up: Follow up with the guest after the complaint has been resolved to ensure they are satisfied with the solution and experience.

6. Learn from the Complaint: Use the complaint as an opportunity to learn from mistakes and improve the service or product to prevent future complaints.

By keeping these six points in mind, service providers can effectively address guests' complaints and improve guest satisfaction, leading to increased customer loyalty and positive word-of-mouth recommendations.

Q8) What are the different meal plans in hotels?

Ans) Hotels offer different meal plans or packages to guests, which can be customized according to their preferences and requirements. Here are the common meal plans in hotels:

1. Room Only (RO): This meal plan includes only the rental cost of the room, without any meals or drinks. Guests have the option to pay for their meals separately or eat outside the hotel.

2. Bed and Breakfast (BB): This meal plan includes the cost of the room and breakfast for each guest. Additional meals and drinks are not included in the package.

3. Half Board (HB): This meal plan includes the cost of the room, breakfast, and another meal, usually dinner or lunch.

4. Full Board (FB): This meal plan includes the cost of the room, breakfast, lunch, and dinner.

5. All-Inclusive (AI): This meal plan includes the cost of the room, breakfast, lunch, dinner, snacks, and drinks (both alcoholic and non-alcoholic) throughout the day.

Each meal plan offers different levels of service and amenities, and the cost varies accordingly. Hotels may also offer additional packages such as room service or specialty dining packages for guests who want a more personalized experience.

Q9) Give a brief profile of ‘Amadeus’.

Ans) Amadeus is a global travel technology company that provides software solutions and services for the travel industry. Founded in 1987 and headquartered in Madrid, Spain, Amadeus offers a range of products and services to travel providers such as airlines, hotels, travel agencies, and other travel-related businesses. The company provides a centralised reservation system that allows travel agents to book flights, hotels, car rentals, and other travel-related services for their clients. The Amadeus system aggregates data from various travel providers and offers real-time availability and pricing information to travel agents.

Amadeus also offers a range of software solutions for airlines and airports, such as revenue management, passenger check-in, baggage tracking, and airport management. The company's technology is used by over 400 airlines and 100,000 travel agencies worldwide, making it one of the largest players in the global travel technology market.

Q10) Outline the importance of International Cooperation and Agreements in tourism.

Ans) International cooperation and agreements in tourism are important for promoting sustainable tourism development, preserving cultural heritage, and improving economic benefits for all countries involved.

Some key reasons why international cooperation and agreements in tourism are important:

Promotion of Sustainable Tourism: International cooperation and agreements can help to promote sustainable tourism development by ensuring that tourism activities do not harm the natural and cultural resources of the host country.

Protection of Cultural Heritage: International cooperation and agreements can help to protect cultural heritage sites by providing funding and expertise to ensure their preservation.

Economic Benefits: International cooperation and agreements in tourism can help to promote economic benefits for all countries involved by facilitating tourism activities, creating jobs, and improving local infrastructure.

Improved Collaboration: International cooperation and agreements can improve collaboration between countries, leading to more effective policies and regulations that benefit both tourists and local communities.

Increased Tourism Flows: International cooperation and agreements can lead to increased tourism flows between countries, providing opportunities for cultural exchange and cross-cultural learning.