PREFACE In the curricular structure introduced by this University for students of Post Graduate Diploma programme, the opportunity to pursue Post Graduate course in Subjects introduced by this University is equally available to all learners. Instead of being guided by any presumption about ability level, it would perhaps stand to reason if receptivity of a learner is judged in the course of the learning process. That would be entirely in keeping with the objectives of open education which does not believe in artificial differentiation. Keeping this in view, study materials of the Post Graduate level in different subjects are being prepared on the basis of a well laid-out syllabus. The course structure combines the best elements in the approved syllabi of Central and State Universities in respective subjects. It has been so designed as to be upgradable with the addition of new information as well as results of fresh thinking and analysis. The accepted methodology of distance education has been followed in the preparation of these study materials. Co-operation in every form of experienced scholars is indispensable for a work of this kind. We, therefore, owe an enormous debt of gratitude to everyone whose tireless efforts went into the writing, editing and devising of a proper lay-out of the materials. Practically speaking, their role amounts to an involvement in invisible teaching. For, whoever makes use of these study materials would virtually derive the benefit of learning under their collective care without each being seen by the other. The more a learner would seriously pursue these study materials the easier it will be for him or her to reach out to larger horizons of a subject. Care has also been taken to make the language lucid and presentation attractive so that it may be rated as quality self-learning materials. If anything remains still obscure or difficult to follow, arrangements are there to come to terms with them through the counselling sessions regularly available at the network of study centres set up by the University. Needless to add, a great part of these efforts is still experimental-in fact, pioneering in certain areas. Naturally, there is every possibility of some lapse or deficiency here and there. However, these do admit of rectification and further improvement in due course. On the whole, therefore, these study materials are expected to evoke wider appreciation the more they receive serious attention of all concerned. Professor (Dr.) Subha Sankar Sarkar Vice-Chancellor 1 First Edition : January, 2016 Printed in accordance with the regulations and financial assistance of the Distance Education Bureau of the University Grants Commission. 2 Post Graduate Diploma in Travel & Tourism [PGDTT] Paper - 4 Tourism Business and Operations : Course Writing : Unit 1- 4 : Dr. Mir Abdul Sofique Unit 5 : Dr. Suvasis Saha Paper - 5 Business Communications : Course Writing : Unit 1, 2 & 4 : Sm. Amrita Choudhury Unit 3 : Sm. Barnali Roy Choudhury Notification All rights reserved. No part of this study material may be reproduced in any form without permission in writing from Netaji Subhas Open University. Dr. Ashit Baran Aich Registrar, (Actg.) 3 4 Netaji Subhas Post Graduate Diploma in Open University Travel & Tourism PGDTT Paper - 4 Unit - 1 ppp Historical Background of Travel Agency 9-27 Unit - 2 ppp Tour Operation Business in India 28-44 Unit - 3 ppp Tour Guiding and Visitors Interpretation 45-52 Unit - 4 ppp Tourism Products in India 53-88 Unit - 5 ppp Marketing 89-123 Paper - 5 Unit - 1 ppp Communication 127-133 Unit - 2 ppp Personality Development 134-147 Unit - 3 ppp Computer Fundamentals 148-175 Unit - 4 ppp Automation in Hospitality Industries 176-188 5 6 Paper - 4 Tourism Business and Operations 7 8 Unit-1 ppp Historical Background of Travel Agency Structure 1.1 Overview of Travel Agency 1.2 Historical Background of Travel Agency Business 1.3 Travel Agency Business in India 1.3.1 Major Travel Agencies and Tour Operators Operating in India 1.4 Profile of a Modern Travel Agency 1.5 How to Set Up Travel Agency 1.6 Check Your Progress 1.7 Summary 1.1 Overview of Travel Agency OVERVIEW TRAVEL AGENCY In this unit, the origin of global travel and tourism Travel agencies are profit making business business has been reflected. The chapter begins with firms, individual or company set up for the a short introduction about travel agency and its purpose of organizing trips which acts as an organization structure, but the main focus is on the intermediary in the sales and promotion of background of travel and tourism business. Its different travel related services, such as airlines, dynamic changes and massive developments over railways, road transport, cruises, etc and earns the past years has bee highlighted. Taking the context commission received on selling services offered of India, the major travelcompanies that have made by the travel suppliers directly to the customers. their rigid foundation, their contribution to tourism A travel agency management may be defined as sectors and their performances have been added. Later that process by which travel agency creates, in the chapter, profile of a modern travel agency and directs, maintains and operates a purposive the procedure for setting a travel agency have been organization through systematic, coordinated further discussed. and cooperative human efforts.The agency management should be viewed as an organized set activities for coordinating and integrating the use of research to accomplish the organizational purpose of selling travel. TYPES OF TRAVEL AGENCY Retail Travel Wholesale Agency Travel agency 9 Retail Travel agency sells different travel related services directly its clients on behalf of a principal i.e., the original provider of tourist services such as hotel company, an airline, a tour operator, or a shipping company, and is rewarded by commission on each sale earned from suppliers as well as from the mark-up. Whereas wholesale travel agency plans, organizes, develops and sells package tours through a network of travel agencies. It purchases various travel products and services in bulk from the principal suppliers and sells to the retail travel agency or directly to its clients. It acts as a channel between principal suppliers and retail travel agency. Hierarchy chart of a large Travel Agency President/ Chairman Executive Vice- President Vice President Vice-president Operation Marketing Sales Finance and Agent Supervisor Advertising Director Accounting Commercial Sales Sales Manager Leisures Sales Finance and Account Specialist Executives DEPARTMENTS OF A TRAVEL AGENCY MARKETING FINANCE & INTER- DOMESTIC DOCUMEN- PLAN- & SALES ACCOUNTING NATIONAL TRAVEL TATION NING Advertising COUNTER Inbound Passport AND Research Outbound Tourism Visas Health COST- Public Relations Tourism documents ING Publicity Foreign Promotion Exchange activities Dealing Marketing of destination 10 1.2 Historical Background of Travel Agency Business Man has been traveling since the time immemorial. But there always have been motive behind travel and this motive some ultimately became the source of income and led to the widening of tourism industry in the world. However travel agency business is not a very new phenomenon at the same time it doesn’t stretches too long. It began somewhere in the late eighteenth century when after industrial revolution travel became more mechanized and facilitating for the working class and during that very time travel agency as a concept actually came into existence. People came to know about such facilities. The two travel agencies named Cox & Kings and Thomas Cook are considered as the pioneer of travel for making a firm base in the history of tourism industry. Before the advent of travel agency business, tourism as an activity existed from ancient times. Like in 1640 AD, horse-drawn coaches were used to carry people (especially for elite people) and used to transport goods from one city to another over long distances. Later, the wagon was called a stagecoach. However with the grand tour, lodging facilities and hotels made their appearance during this period. Superior hotels and service were provided in some of the major cities of Europe such as Paris, Milan and Rome. Somewhere in 1670 the very first grand tour concept was established mainly for educational purpose. In 1720, turnpike trusts were set up to charge toll to maintain the roads which were in poor state. The grand tour for English elite reached its peak in 1700 and ended after the French Revolution in 1789 and the wars in the 1800s. The Industrial revolution, which occurred in the late eighteenth century, was a period when major changes occurred in agriculture, manufacturing and transportation. It started in Britain and subsequently spread throughout the world. In 1730 the other development that took place was that health experts found sea water is to be useful and suggested that it could cure many diseases. As a result many resorts were established around English coast to attract such patients (travelers) who were in need of cure. A development in tourism industry occurred when in the year 1758 Richard Cox as a regimental agent to the Foot Guards was appointed by Colonel Lord Ligonier, established his travel company named Cox & Co. for handling affairs, pay and sundry obligations for the regiment of Foot Guard stationed abroad. But this was merely an unorganized trip. However his company is considered to be one of the oldest travel companies in history. Steam engines were the first product of Industrial revolution. Steam powered ships and railways hastened the speed of travel. In 1815, steamboat service was introduced 11 on the Thames from London to Gravesend and it provided service for about 25 years to carry passengers until the emergence of railways in the south of England. Rail locomotive with a steam engine was used for transport of passengers and goods in 1825-30AD.