Quick viewing(Text Mode)

Travel Reservation Training Module

Travel Reservation Training Module

RESERVATION TRAINING MODULE

In Partnership with Supported by

TRAVEL RESERVATION (TRAINING MODULE ) About the American Foundation

The American India Foundation is committed to catalyzing social and economic change in India, and building a lasting bridge between the and India through high impact interventions in education, livelihoods, public health, and leadership development. Working closely with local communities, AIF partners with NGOs to develop and test innovative solutions and with governments to create and scale sustainable impact. Founded in 2001 at the initiative of President Bill Clinton following a suggestion from Indian Prime Minister Vajpayee, AIF has impacted the lives of 4.6 million of India’s poor.

Learn more at www.AIF.org

About the Market Aligned Skills Training (MAST) Program Market Aligned Skills Training (MAST) provides unemployed young people with a comprehensive skills training that equips them with the knowledge and skills needed to secure employment and succeed on the job. MAST not only meets the growing demands of the diversifying local industries across the country, it harnesses India's youth population to become powerful engines of the economy.

AIF T eam :Hanumant Rawat, Aamir Aijaz & Rowena Kay Mascarenhas

American India Foundation 10th Floor, DLF City Court, MG Road, Near Sikanderpur Metro Station, Gurgaon 122002

216 E. 45th Street, 7th Floor New York, NY 10017 530 Lytton Avenue, Palo Alto, CA 9430

This document is created for the use of underprivileged youth under American India Foundation’s Market Aligned Skills Training (MAST) Program. Acknowledgements

This curriculum has been developed by American India Foundation Trust in partnership with Mumbai University's Garware Institute of Career Education and Development (GICED) as part of its Market Aligned Skills Training (MAST) Program. This is supported by Franklin Templeton India as part of the program. This curriculum is designed specifically keeping in mind the learning needs of youth having poor- toaverage educational background. The objective of this curriculum is to equip AIF's MAST candidates with essentials of Travel Management – Principles of travel industries, world demographics, technologies, online reservationmanagement, Franchising, Tickets Inventory Management, Documentation Processes, online booking platforms management, digital marketing etc. We are grateful to Mr.Sajan Nair from Mumbai University's Garware Institute of Career Education and Development (GICED) for helping us in developing the content. We are also thankful to Dr.MedhaTapiawala, Director-GICED and Ms.ShilpaBorkar, Assistant Director-GICED for their continuous support and guidance in developing this curriculum. We are also thankful to Mr HanumantRawat, Senior Advisor-AIF and Mr AamirAijaz, Program Manager-AIF to guide the content development and design team regularly.

Travel Reservation Training Module

Introduction to Travel Industry

1.Lis t of Countries, Capitals, Currencies, & Languages 2.Map s of Continents & Countries 3.Import ant Airport codes 4.Mos t Visited Cities in the World 5.W orld Time Zones 6.Glossar y of Terms

Documentation

1.Airport formalities 2.P assport 3.VIS A 4.F orex 5.T ravel Insurance 6.T our File management

Soft Skill & Customer service

1.In troduction to Customer Service 2.T oday's Customer 3.Wha t is Good Customer Service 4.Wha t does the Customer desire 5.Thumb rule for best customer service 6.How to be polite Travel - An Introduction

MODULEl MODULEl CHAPTER I

List of Countries, Capitals, Currencies, & Languages

ĖÖŒÕǾŐR ĖŁŌŊǾŁÓÄØĀ ĖŒŐŐŃÕMR Í ŐŊÔ ŁŐR Language(s) ĒŇÑŅŁÕŊØǾŁÕ HŁĿŒÓ ĒŇÑŅŁÕŊ Ę ŁŐŊ Í ŃŐØŊŁÕE Pashto ĒÓĿŁÕŊŁ Tirane Lek Albanian Algeria Algiers Algerian Dinar Arabic; Tamazight; French Andorra Andorra la Vella Euro Catalan Luanda Kwanza Portuguese Antigua & Saint John's East Caribbean English Barbuda Dollar Argentine Peso Spanish Armenia Yerevan Dram Armenian Canberra Australian Dollar English Vienna Euro German Baku Manat Azerbaijani The Bahamas Nassau Bahamian Dollar English Bahrain Manama Bahraini Dinar Arabic Dhaka Taka Bangla Bridgetown Barbadian Dollar English Belarus Minsk Belarusian Ruble Belarusian; Russian Brussels Euro Dutch; French; German Belmopan Belize Dollar English Benin Porto-Novo West African CFA French Franc Thimphu Ngultrum Dzongkha La Paz; Sucre Boliviano Spanish; Quechua; Aymara Bosnia and Sarajevo Convertible Mark Bosnian; Herzegovina Croatian; Serbian Gaborone Pula English; Tswana

01 Travel Reservation Training Module MODULEl

Brazil Brasilia Real Portuguese Brunei Bandar Seri Brunei Dollar Malay Begawan Bulgaria Sofia Lev Bulgarian Burkina Faso Ouagadougou West African CFA French Franc Burundi Bujumbura Burundi Franc Kirundi; French Phnom Penh Riel Khmer Cameroon Yaounde Central African CFA French; English Franc Ottawa Canadian Dollar English; French Cape Verde Praia Cape Verdean Portuguese Escudo Central African Bangui Central African CFA Republic Franc Sango; French Chad N'Djamena Central African CFA French; Arabic Franc Chilean Peso Spanish Beijing Chinese Yuan Mandarin Bogota Colombian Peso Spanish Comoros Moron Comorian Franc Comorian; Arabic; French Democratic Kinshasa Congolese Franc French Republic of the Brazzaville Central African CFA French Congo Franc San Jose Colon Spanish Cote d'Ivoire (Ivory Yamoussoukro; West African CFA French Coast) Abidjan Franc Zagreb Croatian Kuna Havana Spanish Cuban Peso Cyprus Nicosia Euro Greek; Turkish Czechia Prague Czech Koruna Czech; Slovak Danish Krone Danish Djibouti Djibouti Djiboutian Franc Arabic; French Rosesau East Caribbean English; French; Dollar Antillean Creole

02 Travel Reservation Training Module MODULEl

GŎÖ ÒŌÒŃMŌ Ī ÑŐÞNÕÒŃ Ĭ MŌPŎ GŎÖ ÒŌÒŃMŌ Ĩ ÑŒŎ Ĭ ŐMŌÒŒO Domingo ĜMŒP İ ÒÖ ŎǾ Ăİ ÒÖ ŎǾ- GÒÕÕÒ Į ŌÒPÑŇ Ĭ PMPÑŒ GŎÕÕMǾ İ ÑPÞÖ É Ĩ ŎǾPÞŊÞÑŒÑÉ Leste) Iindonesian ĜŃÞMŇŎǾ Quito United States Dollar Spanish Egypt Cairo Egyptian Pound Arabic El Salvador San Salvador United States Dollar Spanish Equitorial Guinea Malabo Central African CFA Spanish; French; Franc Portuguese Eritrea Asmara Nakfa Arabic; Tigrinya; English Estonia Tallinn Estonian Kroon; Euro Estonian Ethiopia Addis Ababa Birr Amharic Fiji Suva Fijian Dollar English; Bau Fijian; Finland Helsinki Euro Finnish; Swedish Euro; CFP Franc French Gabon Libreville Central African CFA French Franc The Gambia Banjul Dalasi English Tbilisi Lari Georgian Euro German Ghana Accra Ghanaian Cedi English Greece Athens Euro Greek Grenada St. George's East Caribbean Dollar English; Patois Guatemala Guatemala City Quetzal Spanish Guinea Conakry Guinean Franc French Guinea-Bissau Bissau West African CFA Franc Portuguese Guyana Georgetown Guyanese Dollar English Port-au-Prince Gourde Haitian Creole; French Honduras Tegucigalpa Lempira Spanish Budapest Forint Hungarian Iceland Reykjavik Icelandic Krona Icelandic India New Delhi Hindi; English Jakarta Rupiah Indonesian Iran Tehran Rial Persian Iraq Baghdad Iraqi Dinar Arabic; Kurdish Republic of Euro English; Irish Jerusalem Shekel Hebrew; Arabic

03 Travel Reservation Training Module MODULEl

Italy Rome Euro Italian Kingston Jamaican Dollar English Yen Japanese Amman Jordanian Dinar Arabic Astana Tenge Kazakh; Russian Kenya Nairobi Kenyan Shilling Swahili; English Kiribati Tarawa Atoll Kiribati Dollar English; Gilbertese North Korea Pyongyang North Korean Won Korean South Korean Won Korean Kosovo Pristina Euro Albanian; Serbian Kuwait Kuwait City Kuwaiti Dollar Arabic; English Bishkek Som Kyrgyz; Russian Vientiane Kip Lao (Laotian) Riga Lats Latvian Beirut Lebanese Pound Arabic; French Lesotho Maseru Loti Sesotho; English Liberia Monrovia Liberian Dollar English Libya Tripoli Libyan Dinar Arabic Liechtenstein Vaduz Swiss Franc German Lithuania Vilnius Lithuanian Litas Lithuanian Luxembourg Luxembourg Euro German; French; Luxembourgish Macedonia Skopje Macedonian Denar Macedonian Antananarivo Malagasy Ariary Malagasy; French; English Malawi Lilongwe Malawi Kwacha English Kuala Ringgit Malay Lumpur Male Maldivian Rufiyaa Dhivehi Bamako West African CFA French Franc Malta Valletta Euro Maltese; English Marshall Islands Majuro United States Dollar Marshallese; English Mauritania Nouakchott Ouguiya Arabic Port Louis Mauritian Rupee English Mexico City Mexican Peso Spanish Federal States of Palikir United States Dollar English Micronesia Moldova Chisinau Moldovan Leu Moldovan (Romanian)

04 Travel Reservation Training Module MODULEl

Ì ŎŌMŃŎ Ì ŎŌMŃŎ ĜÞǾŎ ĞǾÑŌŃOÉ HPMÕÒMŌÉ ĜŌŊÕÒŒO Ì ŎŌŊŎÕÒM Į ÕMMŌNMMPMǾ İ ŎŊǾŎŊ Ì ŎŌŊŎÕÒMŌ Ì ŎŌPÑŌÑŊǾŎ Podgorica Euro Montenegrin Morocco Rabat Moroccan Dirham Arabic Mozambique Maputo Portuguese Mozambican Metical Nypyidaw Kyat Burmese (Burma) Namibia Windhoek Namibian Dollar English; Afrikaans; German Nauru Yaren Australian Dollar English; Nauran Kathmandu Nepalese Rupee Nepali ; The Euro Dutch Hague Wellington New Zealand Dollar English Nicaragua Managua Cordoba Spanish Niger Niamey West African CFA French Franc Nigeria Abuja Naira English Norwegian Krone Norwegian Muscat Omani Rial Arabic Pakistan Islamabad Pakistani Rupee Urdu; English Palau Melekeok United States Dollar English; Palauan Panama City Balboa Spanish Papa New Port Moresby Papa Papa New Guinean English; Tok Pisin; Guinea Kina Hiri Motu Paraguay Asuncion Guarani Spanish; Guarani Lima Nuevo Sol Spanish Phillipines Phillipine Peso Filipino; English Zloty Polish Portugal Lisbon Euro Portuguese Doha Qatari Riyal Arabic Bucharest Romanian Rupee Romanian Romania Bucharest Romanian Rupee Romanian Ruble Russian Rwanda Kigali Rwandan Franc Kinyarwanda; French; English

05 Travel Reservation Training Module MODULEl CHAPTER II Maps of Continents & Countries

Continents of the World

Ocean of the World

06 Travel Reservation Training Module MODULEl

Political Map of India

07 Travel Reservation Training Module MODULEl

Political Map for Asia

08 Travel Reservation Training Module MODULEl

Political Map of Africa

09 Travel Reservation Training Module MODULEl

Political Map of Europe

10 Travel Reservation Training Module MODULEl

Political Map of Australia

11 Travel Reservation Training Module MODULEl

Political Map of South America

12 Travel Reservation Training Module MODULEl

Political Map of North America

13 Travel Reservation Training Module MODULEl CHAPTER III Important Airport Codes

Europe

ĖŊǾRǺ ĒŊŐŌÖŐǾ ĖÖŒÕǾŐR ĖÖNŃ İ ŊŃÕÕŁ ĒŒØǾŐŊŁ İ ĠF Ħ ŊÕØÒ Belarus MSQ Brussels Belgium BRU Sofia Bulgaria SOF Nicosia Cyprus NIC Prague Czech Republic PRG Copenhagen Denmark CPH Helsinki Finland HEL Paris France PAR Berlin Germany BER Athens Greece ATH Budapest Hungary BUD Dublin Ireland DUB Rome ROM Pristina Kosovo PRN Podgorica TGD Luga Malta MLA Amsterdam Netherlands AMS Oslo Norway OSL Warsaw Poland WAW Lisbon Portugal LIS Bucharest Romania BUH Moscow Russia MOW Belgrade Serbia BEG Bratislava BTS Ljubljana Slovenia LJU Madrid MAD STO Bern Switzerland BRN Kiev IEV LON

14 Travel Reservation Training Module MODULEl

Asia

ĖŊǾRǺ ĒŊŐŌÖŐǾ ĖÖŒÕǾŐR ĖÖNŃ HŁĿŒÓ ĒŇÑŅŁÕŊØǾŁÕ HĔĤ J ŃŐŃPŁÕ Armenia EVN Baku Azerbaijan BAK Bahrain Bahrain BAH Bandar Seri Begawan Brunei BWN Phnom Penh Cambodia PNH Beijing China BJS TPE Delhi India DEL Jakarta Indonesia JKT Tehran Iran THR Bagdad Iraq BGW Jerusalem Israel JRS Tokyo Japan TYO Amman Jorden AMM Astana Kazakstan TSE Pyongyang North Korea FNJ Seoul South Korea SEL Kuwait Kuwait KWI Vientiane Laos VTE Beirut Lebanon BEY Kuala Lumpur Malaysia KUL Male Maledives MLE Ulaanbaatar ULN Yangon Myanmar RGN Kathmandu Nepal KTM Muscat Oman MCT Islamabad Pakistan ISB Manila MNL Doha Qatar DOH Riyadh Saudi Arabia RUH Singapore SIN Colombo CMB Damascus Syria DAM Dushanbe Tajakistan DYU BKK Ankara ANK Ashgabat Turkmenistan ASB Abu Dhabi UAE AUH

15 Travel Reservation Training Module MODULEl

Asia

Ī ŁØŅÒŃÕǾ Ĭ ŔĿŃÒŊØǾŁÕ Ī ĒÏ ĞŁÕÖŊ İ ŊŃǾ I ŁÔ ĞĒI Ï ŁÕŁŁ Yemen SAH

Africa:

FÒPŘÆ ĖÒǾŐŎǾP FŎÞŌPǾŘ FŎŇÑ ĖÕŊÒÑǾŒ ĖÕŊÑǾÒM ĖI Ġ I ÞMŌŇM Angola LAD Cotonou Benin COO Gaborone Botswana GBE Yaounde Cameroon YAO Brazzaville Congo BZV Yamoussoukro Côte d'Ivoire ASK Djibouti Djibouti JIB Cairo Egypt CAI Malabo Equatorial Guinea SSG Addis Ababa Ethiopia ADD Libreville Gabon LBV Banjul Gambia BJL Conakry Guinea CKY Nairobi Kenya NBO Maseru Lesotho MSU Monrovia Liberia MLW Tripoli Libya TIP Antananarivo Madagascar TNR Bamako Mali BKO Lilongwe Malawi LLW Nouakchott Mauritania NKC Mauritius Mauritius MRU Rabat Morocco RBA Maputo Mozambique MPM Windhoek Namibia WDH Niamey Niger NIM Abuja Nigeria ABV Kigali Rwanda KGL Sao Tome Sao Tome & Principe TMS Dakar Senegal DKR Victoria SEZ

16 Travel Reservation Training Module MODULEl

Africa

GŐŃŃǾÖÞ Õ Ï ŊŃŐŐŁ ĤŃÖÕŃ GI Ē Ħ ÖÑŁNŊØMŅŒ Ï Ömalia Ħ ĜÎ Í ŐŃǾÖŐŊŁ PRY Khartoum Sudan KRT Manzini Swaziland MTS Dar es Salam DAR Lome Togo LFW Tunis Tunisia TUN Entebbe Uganda EBB Lusaka LUN Harare HRE

Australia

FÒPŘÆ ĖÒǾŐŎǾP FŎÞŌPǾŘ FŎŇÑ FMŌNÑǾǾM ĖÞŒPǾMÕÒM FĘĪ Ĭ ÞQM Fiji SUV Tahiti PPT Tarawa Kiribati TRW Majuro Marshal Island MAJ Nauru Nauru Island INU Wellington New Zealand WLG Port Moresby POM Apia Samoa APW Honiara Solomon Islands HIR Nuku'alofa Tonga TBU Port Vila Vanuatu VLI

17 Travel Reservation Training Module MODULEl

North America

ĖŊǾRǺ ĒŊŐŌÖŐǾ ĖÖŒÕǾŐR ĖÖNŃ ĒÕǾŊÑŒŁ ĒÕǾŊÑŒŁ ĒI Ĭ I ŁØØŁŒ Bahamas NAS Bridgetown Barbados BGI Bermuda Bermuda BDA Ottawa Canada YOW Havana Cuba HAV Dominica Dominica DOM Santo Domingo SDQ Nuuk Greenland GOH Grenada Saint Georges GND Port au Prince Haiti PAP Kingston Jamaica KIN Mexico City Mexico MEX San Juan Puerto Rico SJU St. Kitts St. Kitts And Nevis SKB Castries St. Lucia SLU Kingstown St. Vincent SVD Port of Spain Trinidad & Tobago POS Washington, DC USA WAS

Central America

FÒPŘÆ ĖÒǾŐŎǾP FŎÞŌPǾŘ FŎŇÑ ĘÑÕÖ ŎŐMŌ ĘÑÕÒŖÑ ĘFIJ Ĭ MŌ ĤŎŒÑ Costa Rica SJO San Salvador El Salvador SAL Guatemala City Guatemala GUA Tegucigalpa Honduras TGU Managua Nicaragua MGA Panama City Panama PTY

18 Travel Reservation Training Module MODULEl

South America

ĖŊǾRǺ ĒŊŐŌÖŐǾ ĖÖŒÕǾŐR ĖÖNŃ ĔŒŃÕÖØ ĒŊŐŃØ ĒŐÑŃÕǾŊÕŁ ĔĬ F ĤŁ Í ŁŔ Bolivia LPB Brasilia BSB Santiago de Chile Chile SCL Bogota Colombia BOG Quito Ecuador UIO Cayenne French Guayana CAY Georgetown Guyana GEO Asuncion Paraguay ASU Lima Peru LIM Paramaribo PBM Montevideo Uruguay MVD Caracas Venezuela CCS

19 Travel Reservation Training Module MODULEl CHAPTER IV Most Visited Cities in the World

Cies are the world's future. Urbanizaon connues to be a defining trend of internaonal development. As recently as 1800, a mere 3 percent of the global populaon inhabited urban areas. By 2011, more than half the world's populaon lived in cies. By 2025, the number of people living in metropolitan areas is forecasted to reach 70 percent of the world's populaon.

The dramac rise of cies and urban living around the world relates directly to the rapid pace of economic development and improvements in living standards. People flock to cies to create and take advantage of unique economic, social and cultural opportunies.

A Visitors is not any traveler but one who takes a trip to main desnaon outside usual environment for less than one year with purpose (other than employment).

Below are the top 30 most visited cies in the world:

1. Bangkok, Thailand 21.Miami, USA 2. London, UK 22., USA 3. Paris, France 23.Chennai, India 4. Dubai, UAE 24.Dublin, Ireland 5. Singapore 25.Madrid, Spain 6. Tokyo, Japan 26., Germany 7. Seoul, South Korea 27.Mumbai, India 8. New York, USA 28.T oronto, Canada 9. Kuala Lumpur, Malaysia 29.Berlin, Germany 10. 30.Johannesbur g, South Africa 11.Is tanbul, Turkey 12.Bar celona, Spain 13.Ams terdam, Netherlands 14., Italy 15.Osak a, Japan 16.T aipei, Taiwan 17.R ome, Italy 18.Shanghai, China 19.Vienna, Austria 20.Pr ague, Czech Republic

20 Travel Reservation Training Module MODULEl CHAPTER V

World Time Zones

Overview: In this chapter, you will learn about different me zones of the world, its importance and how to calculate me differences around the world.

World Time Zones: A me zone is called a region of the world that uses same standard me for commercial and social purposes. Time zones follow the boundaries of countries and their subdivisions because it is convenient for areas to keep commercial or other communicaon to same me. In 1884, the worlds major naons agreed to create a standardized me zones. The world is now divided into 24 me zones which beginning with the prime meridian in Greenwich, . The prime meridian is an imaginary line running through Greenwich that connects the north and south poles. The me of the countries which falls on this line is called Greenwich Mean Time (GMT). It is also referred as Universal Time Coordinated (UTC). UTC me changes 1 hour forward and backward corresponding to a 1-hour difference in mean solar me for every 15 degrees east or west of the prime meridian (0° longitude) in Greenwich, London, United Kingdom. The offset is expressed as either UTC- or UTC+ and the number of hours and minutes. However, the actual borders on the me zone map have been drawn to match up with both internal and internaonal borders, and rarely match up exactly with the 15-degree longitudes.

Image: World Time Zone

21 Travel Reservation Training Module MODULEl

Each blocks represents one hour. If you are trying to measure difference between two points, count the number of hours between them. In order to maintain the same local me with countries boundaries or groups of island, theorecal system has been adapted. Such local me fixed by law is called Standard Time. Certains countries modify their standard me during the summer by advancing one hour (or a fracon of an hour) This temporary changes called Daylight Saving Time (DST). Time Charts are published in all major airline guide. In very large countries where their territories spread between different me zones, such as Australia, Brazil, Chile, Canada, Greenland, Indonesia, the Russian Federaon and USA. Different standard mes have been established. This applicaon determines areas or states.

Internaonal Dateline:

Internaonal Dateline is an imaginary north – south line through the Pacific Ocean and marks the divide between the Western and Eastern Hemisphere. It is not straight just to avoid polical and country borders and to not cut some countries. Internaonal Dateline must be considered as a wall which cannot be crossed when calculang me differences. When you cross the Internaonal Date Line from west to east, you subtract a day, and if you cross the line from east to west, you add a day.

22 Travel Reservation Training Module MODULEl

Alphabecal list of countries and territories with their standard me zones and DST

Country or territory UTC time offset DST DST period start / end

A

Afghanistan +04:30 -

Last Sunday in March, 02:00 Aland Islands (Finland) +02:00 +03:00 Last Sunday in October, 03:00

Last Sunday in March, 02:00 Albania +01:00 +02:00 Last Sunday in October, 03:00

Algeria +01:00 -

American Samoa (USA) - 11:00 -

Last Sunday in March, 02:00 Andorra +01:00 +02:00 Last Sunday in October, 03:00

Angola +01:00 -

Anguilla (UK) - 04:00 -

Antigua and Barbuda - 04:00 -

Argentina - 03:00 -

Armenia +04:00 -

Aruba (Netherlands) - 04:00 -

Ascension Island (UK) ±00:00 -

23 Travel Reservation Training Module MODULEl

Australia, Western +08:00 - Australia (WA)

1-st Sunday in October, Australia, South 02:00 +09:30 +10:30 Australia (SA) 1-st Sunday in April, 03:00

Australia, Northern +09:30 - Territory (NT)

Australia, New South (NSW), 1-st Sunday in October, Tasmania (TAS), 02:00 Victoria (VIC), +10:00 +11:00 1-st Sunday in April, Australian Capital 03:00 Territory (ACT) with Canberra capital city

Australia, Queensland +10:00 - (QLD)

1-st Sunday in October, Australia, Lord Howe 02:00 Island (New South +10:30 +11:00 1-st Sunday in April, Wales) 02:00

Australia, Macquarie +11:00 - Island (Tasmania)

Last Sunday in March, 02:00 Austria +01:00 +02:00 Last Sunday in October, 03:00

Azerbaijan +04:00 -

24 Travel Reservation Training Module MODULEl

B

2-nd Sunday in March, 02:00 Bahamas - 05:00 - 04:00 1-st Sunday in November, 02:00

Bahrain +03:00 -

Bangladesh +06:00 -

Barbados - 04:00 -

Belarus +03:00 -

Last Sunday in March, 02:00 Belgium +01:00 +02:00 Last Sunday in October, 03:00

Belize - 06:00 -

Benin +01:00 -

2-nd Sunday in March, 02:00 Bermuda (UK) - 04:00 - 03:00 1-st Sunday in November, 02:00

Bhutan +06:00 -

Bolivia - 04:00 -

Bonaire (Netherlands) - 04:00 -

Last Sunday in March, 02:00 +01:00 +02:00 Last Sunday in October, 03:00

25 Travel Reservation Training Module MODULEl

Botswana +02:00 -

Brazil, Acre, Southwest - 05:00 - Amazonas

Brazil, Most of Amazonas, - 04:00 - Rondonia, Roraima

3-rd Sunday in October, Brazil, Mato Grosso do 00:00 - 04:00 - 03:00 Sul, Mato Grosso 3-rd Sunday in February, 00:00

Brazil, Alagoas, Amapa, Maranhao, Para, Piaui, Ceara, Sergipe, Paraiba, - 03:00 - Pernambuco, Rio Grande do Norte, Bahia, Tocantins

Brazil, Distrito Federal, Espirito Santo, Goias, 3-rd Sunday in October, Minas Gerais, Parana, Rio 00:00 - 03:00 - 02:00 de Janeiro, Rio Grande do 3-rd Sunday in February, Sul, Santa Catarina, Sao 00:00 Paulo

Brazil, small islands in Atlantic (Fernando de - 02:00 - Noronha, Trindade)

British Indian Ocean +06:00 - Territory (UK)

British Virgin Islands (UK) - 04:00 -

Brunei +08:00 -

26 Travel Reservation Training Module MODULEl

Last Sunday in March, 03:00 Bulgaria +02:00 +03:00 Last Sunday in October, 04:00

Burkina Faso ±00:00 -

Burundi +02:00 -

C

Cabo Verde - 01:00 -

Cambodia +07:00 -

Cameroon +01:00 -

Canada – 6 time zones

Caribbean - 04:00 - Netherlands (Netherlands)

Cayman Islands (UK) - 05:00 -

Central African Republic +01:00 -

Chad +01:00 -

Last Sunday in Chatham Islands (New September, 02:45 +12:45 +13:45 Zealand) 1-st Sunday in April, 03:45

2-nd Sunday in August, 00:00 Chile, main territory - 04:00 - 03:00 2-nd Sunday in May, 00:00

Chile, Magallanes Region - 03:00 -

27 Travel Reservation Training Module MODULEl

2-nd Sunday in August, 22:00 Chile, Easter Island - 06:00 - 05:00 2-nd Sunday in May, 22:00

China +08:00 -

Christmas +07:00 - Island (Australia)

Cocos (Keeling) +06:30 - Islands (Australia)

Colombia - 05:00 -

Comoros +03:00 -

Congo, Republic of the +01:00 -

Congo, Dem. +01:00 - Rep., western part

Congo, Dem. +02:00 - Rep., eastern part

Cook Islands (New - 10:00 - Zealand)

Costa Rica - 06:00 -

Cote d'Ivoire ±00:00 -

Last Sunday in March, 02:00 Croatia +01:00 +02:00 Last Sunday in October, 03:00

2-nd Sunday in March, Cuba - 05:00 - 04:00 00:00

28 Travel Reservation Training Module MODULEl

Curacao (Netherlands) - 04:00 -

Last Sunday in March, 03:00 Cyprus +02:00 +03:00 Last Sunday in October, 04:00

Last Sunday in March, 02:00 Czech Republic +01:00 +02:00 Last Sunday in October, 03:00

D

Last Sunday in March, 02:00 Denmark +01:00 +02:00 Last Sunday in October, 03:00

Djibouti +03:00 -

Dominica - 04:00 -

Dominican Republic - 04:00 -

E

Ecuador, main territory - 05:00 -

Ecuador, Galapagos - 06:00 - Province

Egypt +02:00 -

El Salvador - 06:00 -

Equatorial Guinea +01:00 -

Eritrea +03:00 -

29 Travel Reservation Training Module MODULEl

Last Sunday in March, 03:00 Estonia +02:00 +03:00 Last Sunday in October, 04:00

Eswatini (formerly +02:00 - Swaziland)

Ethiopia +03:00 -

F

Falkland Islands (UK) - 03:00 -

Last Sunday in March, Faroe 01:00 ±00:00 +01:00 Islands (Denmark) Last Sunday in October, 02:00

1-st Sunday in November, 02:00 Fiji +12:00 +13:00 3-rd Sunday in January, 03:00

Last Sunday in March, 03:00 Finland +02:00 +03:00 Last Sunday in October, 04:00

Last Sunday in March, 02:00 France +01:00 +02:00 Last Sunday in October, 03:00

French Guiana (France) - 03:00 -

30 Travel Reservation Training Module MODULEl

French Polynesia, Tahiti - 10:00 - Island (France)

French Polynesia, Marquesas - 09:30 - Islands (France)

French Polynesia, Gambier - 09:00 - Islands (France)

G

Gabon +01:00 -

Gambia ±00:00 -

Georgia +04:00 -

Last Sunday in March, 02:00 Germany +01:00 +02:00 Last Sunday in October, 03:00

Ghana ±00:00 -

Last Sunday in March, 02:00 Gibraltar (UK) +01:00 +02:00 Last Sunday in October, 03:00

Last Sunday in March, 03:00 Greece +02:00 +03:00 Last Sunday in October, 04:00

Greenland (Denmark), Last Saturday in March, - 03:00 - 02:00 most of 22:00

31 Travel Reservation Training Module MODULEl

2-nd Sunday in March, Greenland (Denmark), 02:00 - 04:00 - 03:00 Thule Air Base 1-st Sunday in November, 03:00

Last Sunday in March, Greenland (Denmark), 00:00 - 01:00 ±00:00 Ittoqqortoormiit Last Sunday in October, 01:00

Greenland (Denmark), Danmarkshavn, Station ±00:00 - Nord

Grenada - 04:00 -

Guadeloupe (France) - 04:00 -

Guam (USA) +10:00 -

Guatemala - 06:00 -

Last Sunday in March, 01:00 Guernsey (UK) ±00:00 +01:00 Last Sunday in October, 02:00

Guinea ±00:00 -

Guinea-Bissau ±00:00 -

Guyana - 04:00 -

H

2-nd Sunday in March, Haiti - 05:00 - 04:00 02:00

32 Travel Reservation Training Module MODULEl

Honduras - 06:00 -

Hong Kong (China) +08:00 -

Last Sunday in March, 02:00 Hungary +01:00 +02:00 Last Sunday in October, 03:00

I

Iceland ±00:00 -

India +05:30 -

Indonesia, Sumatra Island, Java Island, +07:00 - West Kalimantan, Central Kalimantan

Indonesia, Sulawesi Island, Lesser Sunda Islands, North +08:00 - Kalimantan, East Kalimantan, South Kalimantan

Indonesia, Maluku Islands, Papua, West +09:00 - Papua

March 21, 00:00 (±1 day) Iran +03:30 +04:30 September 21, 00:00 (±1 day)

Iraq +03:00 -

33 Travel Reservation Training Module MODULEl

Last Sunday in March, 01:00 Ireland ±00:00 +01:00 Last Sunday in October, 02:00

Last Sunday in March, 01:00 Isle of Man (UK) ±00:00 +01:00 Last Sunday in October, 02:00

Friday before the last Sunday Israel +02:00 +03:00 in March, 02:00Last Sunday in October, 02:00

Last Sunday in March, 02:00 Italy +01:00 +02:00 Last Sunday in October, 03:00

J

Jamaica - 05:00 -

Japan +09:00 -

Last Sunday in March, 01:00 Jersey (UK) ±00:00 +01:00 Last Sunday in October, 02:00

Friday after the last Thursday Jordan +02:00 +03:00 in March, 00:00Last Friday in October, 01:00

34 Travel Reservation Training Module MODULEl

K

Kazakhstan, western +05:00 - part

Kazakhstan, eastern +06:00 - part

Kenya +03:00 -

Kerguelen +05:00 - Islands (France)

Kiribati, Gilbert Islands +12:00 -

Kiribati, Phoenix Islands +13:00 -

Kiribati, Line Islands +14:00 -

Last Sunday in March, 02:00 Kosovo +01:00 +02:00 Last Sunday in October, 03:00

Kuwait +03:00 -

Kyrgyzstan +06:00 -

L

Laos +07:00 -

Last Sunday in March, 03:00 Latvia +02:00 +03:00 Last Sunday in October, 04:00

Last Sunday in March, Lebanon +02:00 +03:00 00:00

35 Travel Reservation Training Module MODULEl

Lesotho +02:00 -

Liberia ±00:00 -

Libya +02:00 -

Last Sunday in March, 02:00 Liechtenstein +01:00 +02:00 Last Sunday in October, 03:00

Last Sunday in March, 03:00 Lithuania +02:00 +03:00 Last Sunday in October, 04:00

Last Sunday in March, 02:00 Luxembourg +01:00 +02:00 Last Sunday in October, 03:00

M

Macau (China) +08:00 -

Last Sunday in March, 02:00 Macedonia (FYROM) +01:00 +02:00 Last Sunday in October, 03:00

Madagascar +03:00 -

Malawi +02:00 -

Malaysia +08:00 -

Maldives +05:00 -

Mali ±00:00 -

36 Travel Reservation Training Module MODULEl

Last Sunday in March, 02:00 Malta +01:00 +02:00 Last Sunday in October, 03:00

Marshall Islands +12:00 -

Martinique (France) - 04:00 -

Mauritania ±00:00 -

Mauritius +04:00 -

Mayotte (France) +03:00 -

1-st Sunday in April, 02:00 Mexico, most of - 06:00 - 05:00 Last Sunday in October, 02:00

Mexico, state of - 05:00 - Quintana Roo

Mexico, states of Baja 1-st Sunday in April, California Sur, 02:00 - 07:00 - 06:00 Chihuahua, Nayarit, Last Sunday in October, Sinaloa 02:00

Mexico, state of Sonora - 07:00 -

2-nd Sunday in March, Mexico, state of Baja 02:00 - 08:00 - 07:00 California 1-st Sunday in November, 02:00

Micronesia, states of +10:00 - Chuuk and Yap

36 Travel Reservation Training Module MODULEl

Micronesia, states of +11:00 - Kosrae and Pohnpei

Last Sunday in March, 02:00 Moldova +02:00 +03:00 Last Sunday in October, 03:00

Last Sunday in March, 02:00 Monaco +01:00 +02:00 Last Sunday in October, 03:00

Mongolia, most of +08:00 -

Mongolia, provinces of +07:00 - Khovd, Uvs, Bayan-Olgii

Last Sunday in March, 02:00 Montenegro +01:00 +02:00 Last Sunday in October, 03:00

Montserrat (UK) - 04:00 -

Last Sunday in March, 02:00 Last Sunday in October, Morocco ±00:00 +01:00 03:00with return to standard time during Ramadan month

Mozambique +02:00 -

Myanmar (formerly +06:30 - Burma)

37 Travel Reservation Training Module MODULEl

N

Namibia +02:00 -

Nauru +12:00 -

Nepal +05:45 -

Last Sunday in March, 02:00 Netherlands +01:00 +02:00 Last Sunday in October, 03:00

New Caledonia (France) +11:00 -

Last Sunday in September, 02:00 New Zealand +12:00 +13:00 1-st Sunday in April, 03:00

Nicaragua - 06:00 -

Niger +01:00 -

Nigeria +01:00 -

Niue (New Zealand) - 11:00 -

Norfolk +11:00 - Island (Australia)

Northern Mariana +10:00 - Islands (USA)

North Korea +09:00 -

Last Sunday in March, 02:00 Norway +01:00 +02:00 Last Sunday in October, 03:00

38 Travel Reservation Training Module MODULEl

O

Oman +04:00 -

P

Pakistan +05:00 -

Palau +09:00 -

Last Saturday in March, 01:00 Palestine +02:00 +03:00 Last Saturday in October, 01:00

Panama - 05:00 -

Papua New +10:00 - Guinea, most of

Papua New Guinea, Bougainville +11:00 - Island

1-st Sunday in October, 00:00 Paraguay - 04:00 - 03:00 Last Sunday in March, 00:00

Peru - 05:00 -

Philippines +08:00 -

Pitcairn Islands (UK) - 08:00 -

Last Sunday in March, 02:00 Poland +01:00 +02:00 Last Sunday in October, 03:00

39 Travel Reservation Training Module MODULEl

Last Sunday in March, 01:00 Portugal, main territory ±00:00 +01:00 Last Sunday in October, 02:00

Last Sunday in March, 00:00 Portugal, Azores - 01:00 ±00:00 Last Sunday in October, 01:00

Puerto Rico (USA) - 04:00 -

Q

Qatar +03:00 -

R

Reunion (France) +04:00 -

Last Sunday in March, 03:00 Romania +02:00 +03:00 Last Sunday in October, 04:00

Russia – 11 time zones

Rwanda +02:00 -

S

Saba (Netherlands) - 04:00 -

Saint - 04:00 - Barthelemy (France)

Saint Helena (UK) ±00:00 -

Saint Kitts and Nevis - 04:00 -

40 Travel Reservation Training Module MODULEl

Saint Lucia - 04:00 -

Saint Martin (France) - 04:00 -

2-nd Sunday in March, Saint Pierre and 02:00 - 03:00 - 02:00 Miquelon (France) 1-st Sunday in November, 02:00

Saint Vincent and the - 04:00 - Grenadines

Last Sunday in September, 03:00 Samoa +13:00 +14:00 1-st Sunday in April, 04:00

Last Sunday in March, 02:00 San Marino +01:00 +02:00 Last Sunday in October, 03:00

Sao Tome and Principe +01:00 -

Saudi Arabia +03:00 -

Senegal ±00:00 -

Last Sunday in March, 02:00 Serbia +01:00 +02:00 Last Sunday in October, 03:00

Seychelles +04:00 -

Sierra Leone ±00:00 -

Singapore +08:00 -

41 Travel Reservation Training Module MODULEl

Sint - 04:00 - Eustatius (Netherlands)

Sint - 04:00 - Maarten (Netherlands)

Last Sunday in March, 02:00 Slovakia +01:00 +02:00 Last Sunday in October, 03:00

Last Sunday in March, 02:00 Slovenia +01:00 +02:00 Last Sunday in October, 03:00

Solomon Islands +11:00 -

Somalia +03:00 -

South Africa +02:00 -

South Georgia - 02:00 - Island (UK)

South Korea +09:00 -

South Sudan +03:00 -

Last Sunday in March, 02:00 Spain, main territory +01:00 +02:00 Last Sunday in October, 03:00

Last Sunday in March, 01:00 Spain, Canary Islands ±00:00 +01:00 Last Sunday in October, 02:00

42 Travel Reservation Training Module MODULEl

Sri Lanka +05:30 -

Sudan +02:00 -

Suriname - 03:00 -

Last Sunday in March, Svalbard and Jan 02:00 +01:00 +02:00 Mayen (Norway) Last Sunday in October, 03:00

Last Sunday in March, 02:00 Sweden +01:00 +02:00 Last Sunday in October, 03:00

Last Sunday in March, 02:00 Switzerland +01:00 +02:00 Last Sunday in October, 03:00

Last Friday in March, 00:00 Syria +02:00 +03:00 Last Friday in October, 00:00

T

Taiwan +08:00 -

Tajikistan +05:00 -

Tanzania +03:00 -

Thailand +07:00 -

Timor-Leste +09:00 -

Togo ±00:00 -

43 Travel Reservation Training Module MODULEl

Tokelau (New Zealand) +13:00 -

1-st Sunday in November, 02:00 Tonga +13:00 +14:00 3-rd Sunday in January, 03:00

Trinidad and Tobago - 04:00 -

Tristan da Cunha (UK) ±00:00 -

Tunisia +01:00 -

Turkey +03:00 -

Turkmenistan +05:00 -

Turks and Caicos - 04:00 - Islands (UK)

Tuvalu +12:00 -

U

Uganda +03:00 -

Last Sunday in March, 03:00 Ukraine +02:00 +03:00 Last Sunday in October, 04:00

United Arab Emirates +04:00 -

Last Sunday in March, 01:00 United Kingdom ±00:00 +01:00 Last Sunday in October, 02:00

United States of America – 9 time zones

44 Travel Reservation Training Module MODULEl

Uruguay - 03:00 -

US Virgin Islands (USA) - 04:00 -

Uzbekistan +05:00 -

V

Vanuatu +11:00 -

Last Sunday in March, 02:00 Vatican City (Holy See) +01:00 +02:00 Last Sunday in October, 03:00

Venezuela - 04:00 -

Vietnam +07:00 -

W

Wake Island (USA) +12:00 -

Wallis and +12:00 - Futuna (France)

Y

Yemen +03:00 -

Z

Zambia +02:00 -

Zimbabwe +02:00 -

45 Travel Reservation Training Module MODULEl CHAPTER VI

Glossary of Terms

A la Carte: A separate price for each item on the menu.

American plan: accommodaon which includes breakfast, lunch and dinner in the room rate.

Amenies: Features which enable a visitor to enjoy various aracons & which draw him to a site, city, and country & for the use of which he has to normally pay. These refer to recreaonal & entertainment programmes, cultural & art centers, , , service etc.

Aracons: Natural or man-made features which collecvely or singly create the appeal of a desnaon.

Archipelago: A collecon of islands in a sea.

Baggage: Personal property of passengers & crew carried on an aircra or ship liner by agreement with the operator.

Baggage Accompanied: The baggage carried on the same aircra by agreement with the operator.

Baggage Unaccompanied: The baggage not carried on the same aircra as that on which the passenger is carried.

Baggage Excess: That part of baggage which is in excess of the free baggage allowance and for which the passenger has to pay extra freight charges.

Body Language: The personality trait of using facial expressions, gestures, sign language, and grooming which convey certain messages in a social and cultural context.

Camping Site: A place providing simple & inexpensive shelter to the travelers. The site provides wayside amenies for tourists travelling long distance coach tours and self driven cars.

Cabana: Type of a room in a hotel with a sofa-cum-bed ideally situated beside swimming pools or at beaches.

Charter: The bulk purchase of any carrier's equipment for passenger or freight. Legally, charter transportaon is arranged for me voyage & mileage.

Charter Flight: A flight booked exclusively for the use of a specific group of people who generally belong to the same organizaon or who are being treated to the single flight by a single host. Charter flights are generally much cheaper than regularly scheduled line services but are not open for sale to the general public.

46 Travel Reservation Training Module MODULEl

Checked in baggage: Baggage handed over by the traveler and accepted by an internaonal carrier, in the same carrier as the passenger, for which a baggage receipt has been issued.

Caravan: A large covered van or trailers with facilies for passengers live in.

Cultural Tourism: The form of tourism whose object is, among other things, the discovery of monuments and sites. It contributes to their maintenance & protecon of monuments & in doing so brings social, cultural & economic benefits to people.

Code Sharing: Use of same airline idenficaon code for two or more sectors which may be operated by different airlines. Promong use of different airlines for connecng flights.

Commission: A payment made by a supplier to an agent for services rendered. It is generally calculated as a percentage of the value of the transacons and percentage varies between products and services and differs from one country to another country.

Computer Reservaon System (CRS): A CRS for an individual airline contains informaon on that airline only and is used by authorized and trained persons of that airline or for that airline.

Consulates: Office of embassies and high commissions located in major cies of a country to make visa and other services easily available.

Connental Plan: Hotel accommodaon which includes a connental breakfast in the room tariff.

Connecng Room: Two rooms with interconnecng door, ideal for a family or for a group travelling together.

Corporate Rate: A rate for business houses that guarantee a minimum number of nights per year.

Desnaon: The place at which a traveler terminates his journey. It is the place where tourist for leisure or business.-related acvies. It is the place where tourist product is located or consumed. Desnaon can be spread over a wide geographic area & it is the reason why tourism exists.

Disembarkaon: The leaving of an aircra aer a landing, except by or passengers leaving for onwards journey through the same flight.

Double Occupancy: A room rate for two adults occupying the same room.

Double Room: A room with one king size double bed.

Double Suite: Two rooms, one serving as a living cum dining area and the other with a double bed.

Duplex Suites: Two suites or two floors with an interconnecng staircase.

47 Travel Reservation Training Module MODULEl

Domesc Tourist: A local person who makes a tour travelling from place to place for pleasure, business, family, meeng etc. within the country.

Duck Tour or boat on wheels: Amphibian vehicle which can travel on both land and sea is used for touring at Singapore, and Japan.

Duty free shops: Shops located at air, sea, and bus terminals, selling goods such as jewellery, watches, chocolates, perfume, liquor etc which are exempted from excise duty, hence are cheaper than the local market rates.

Eco-tel: These are environment sensive hotels that use eco-friendly pracces in running the business so as to conserve natural resources, reduce waste, minimize polluon and maximize sustainability. Also called Green Hotels.

Embarkaon: The boarding of an aircra for the purpose of commencing a flight, except by such crew or passengers who have embarked on a previous stage the same through flight.

European plan: Hotel accommodaon in which no breakfast is included in the room tariff.

Excursionist: A temporary visitor staying less than 24 hours in the country visited.

Execuve Room: A room with addional features like internet connecon, Wi-Fi facility, computer points, mini bar etc; especially designed for the business execuves.

Folder: It is a frequently used tool for mass tourism promoon & awareness. It is a piece illustrated paper which can be folded.

FAM (Familiarizaon) Tour: A free or reduced rate trip offered to travel professional, travel , editors, photographers, to experience firsthand what the desnaon, aracon or supplier has to offer.

Fixed Cost: Costs which remain constant, irrespecve of the quantum of output within and up to the capacity that has been built for.

General Sales Agent (GSA): General sales agents are agents appointed by an airline or any other organizaon in a parcular territory to handle their bookings, inquiries etc.

Global Distribuon System: A GDS is global distribuon system for travel products such as ckets of different airlines, various hotel rooms, car rentals, etc. It is used for checking the availability of services, processing reservaons, making changes if necessary, and ckeng .It contains informaon on all types of travel products.

Ground Arrangements: All services provided for the traveler by his aer the traveler reaches his desnaon .it is also refereed as Land Arrangements.

Group fares: Discounted fares for a group of 14 or more individuals. One cket is free or group leader/tour escort may travel free.

48 Travel Reservation Training Module MODULEl

Group Inclusive Tour (GIT): A tour which includes group air & ground arrangements for a minimum of 15 persons. They may or may not stay together as a group for both the land and land poron of the trip.

Grooming: The personality trait of dressing or the external persona which meets and surpasses the percepon, in the social and cultural context of the society.

Gross Rate: It is quoted by the supplier to the travel agent and includes commission. The commission differs from supplier to supplier depending on business given by the travel agent to the supplier.

Gulf: A large area of water that lies within a curved coastline. a gulf usually is larger than a bay and smaller than a sea.

Guide: A person who is licensed to take paying guests on local sightseeing .

Guided Tour: A tour conducted only by local guides.

Heritage Property: Properes which provide tangible links between the past, present and future and is based on the culture and history of the natural and manmade environment.

Inclusive Tour: A tour which includes all elements of an inerary, make it unnecessary for a passenger to spend money for anything except personal extras during the course of the tour.

Infrastructure: The basic public services needed for the successful operaon of tourism enterprises and for opmizing the comfort of visitors. It includes services as roads, electricity, water, security, sanitaon & health services, telephone & postal communicaon, railways and airports.

Inerary: A tourist inerary is a composion of a series of operaons that are a result of the study of the market. It is a travel plan or schedule which includes all travel details such as date, me, and mode of transport, sightseeing, accommodaon etc. for the traveler.

Inbound Tourism: Incoming tourists or tourist entering a country are referred to as inbound tourist. They are foreign naonals holding foreign with valid visas for the country visited.

Internaonal tourism: It involves people travelling from one country to another country, crossing naonal borders through immigraon check points.

Luxury Liner: A passenger ship offering superior comfort linked to a ' on the sea 'mainly designed for affluent passengers.

LTC: Leave Travel Concession: In many organizaons the employees are given the LTC facility to travel for self /family when on leave.

Mass Tourism: Large scale movement of travelers and the development of a standardized product.

Mark Up: The extra amount added to the per person cost of a tour to get the final cost and one of the main source of income for travel agents and tour operators.

49 Travel Reservation Training Module MODULEl

Modified American plan: Hotel accommodaon in which breakfast and lunch or dinner is included in the room tariff.

Motel: A place which provides wayside amenies for tourists travelling by road, by automobiles. It provides under one roof all usual facilies expected by the tourist including aach bath.

Monuments: Historical sites such as ancient forts and palaces, memorials, mausoleums, balefields, and residences of famous personalies, each of which has a story to tell.

MICE: Meengs Incenves Conferences and Exhibions.

Miscellaneous Charges order (MCO): Proof of prepayment. A voucher authorizing specified services to be provided to the person' named on the voucher or form.

Net Rate: It is the price charged by the supplier and has to be paid by the travel agent to the supplier. The supplier can give different net rate to different travel agents depending on the volume of business and personal relaons. The travel agent is free to add any amount of mark up to it before quong it to the client.

Oponal: In travel the word means that the traveler has a choice of taking or not taking the suggested tour, acvity or the or the service menoned. In case the guest chooses to take it he has to pay an addional charge for the same.

Outbound Tourism: Tourists leaving their country of origin to visit another country for purely tourism purpose.

Package: A prepaid travel plan sold at a fixed price which includes most elements of a vacaon, such as transportaon, accommodaons, meals, transfers and sightseeing. The price of the package is lower than the price of its individual components taken together.

Product Knowledge: Detailed informaon about the travel product in terms of the facilies at the desnaon, mode of transport available, various packages, and principal suppliers of various services.

Resort: Generally located in hill staons or on beaches which provides built in recreaon and sports facilies along with food and accommodaon to the tourist. It is a place which has all the facilies for the comfort of the visitors.

Room Night: A charge for one night occupancy, spanning over two days from noon to noon.

Sales Leer: A direct mail material through which an aempt is made to gain agreement or favorable acon towards a product.

Sales Promoon: All acvies in producing & increasing sales, including adversing publicity, personal selling. These are acvies that supplement and make adversing & personal selling more effecve.

Stopover: A point, between origin and desnaon of an inerary at which passenger remains for a period of me.

50 Travel Reservation Training Module MODULEl

Suggested Inerary: A preliminary inerary provided by tour operators for the travelers consideraon. This generally shows roungs and approximate mes as well as recommended hotels and suggested sightseeing excursions and spells out the condions under which these services will be provided.

Supplementary Accommodaon: Various types of accommodaon other than convenonal hotel type. It includes accommodaon for travelers in youth , , camping sites and guest houses.

Tariffs: The published fares, rates, charges and /or related condions of carriage of a carrier.

Tour Manager: One who controls, directs, and manages a tour with judicious economy & care. The manager is the representave of the travel agent when on tour. He ensures that the tour is executed exactly as per the inerary and ensures maximum customer sasfacon.

Tour Operator: Is one who has the responsibility of pung the tour ingredients together , markeng it, making reservaons, handling all financial and accounng aspects and selecng as well as managing tour managers'.

Tour Package: A travel plan which includes most elements of a vacaon, such as transportaon, accommodaon and sightseeing.

Tourist: A temporary visitor staying at least 24 hours at the desnaon visited and the purpose of the whole journey can be classified under one of the following-leisure; business; family; meeng; religious purpose.

Transfer: The service provided to the travelers when they arrive in and depart from a said desnaon- taking them from the airport, air terminal, pier or railway terminal to their hotel and vice versa, generally accompanied by the local representave of the tour operator who has planned the tour.

Transatlanc: Crossing or spanning the Atlanc Ocean or on the other side of Atlanc.

Transit Visitor: A traveler/ visitor who passes through a country without breaking journey other than for taking connecng transport is called a transit passenger/ visitor.

Variable Costs: Costs which vary in direct proporon to the output i.e. they increase or decrease if output increases or decreases.

Vouchers: Documents issued by the tour operators in exchange for which travelers receive pre-paid accommodaon, meals, sightseeing etc.

Wholesaler: A tour operator or a travel agent who creates and presents ready-made travel package or tailor made packages or tailor made travel programmes exclusively at the request of a retail travel agent.

51 Travel Reservation Training Module Documentation

MODULElI MODULEIl

Travel Formalies refers to the official document and endorsements (cerficates) need to be completed by tourists before they can leave their country or enter another country. This is in the interest of the tourists as well as the country being visited. Travel agents are authorized to deal with travel documents with authorized money exchangers, foreign consulate offices, offices, income tax offices, insurance office etc. Travel documentaons are processed for clients and customers before their confirmaon for purchasing . Travel agents should have experienced staff to handle the travel documents. It is essenally important for group travel that issuance of all travel documents must be done much before the starng of tour. Certain formalies need to be completed by tourists before they can leave their country or enter another country. This is in the interest of the tourists as well as the country being visited. These formalies are in the form of official documents and endorsements which need to be procured well in advance. Generally there is no restricon on Indian and foreign naonals vising any state in India except for the Border States and islands, for which a special entry permit is required.

Travel formalies which need to be completed before undertaking any travel abroad are as follows

1. Airport formalies: 2. Valid Passport 3. VISA 4. FOREX 5. 6. Tour File Management

53 Travel Reservation Training Module MODULEll CHAPTER I

Passport

All Indian cizens who depart or intend to depart from India are required to be in possession of a valid passport or .

Under the Passports Act 1967, the may issue different types of passports and travel documents such as Ordinary Passport, Diplomac Passport, Official Passport, Emergency Cerficate and Cerficate of Identy for the purpose.

The passport contains below informaon:

Passport number Family name Date of issue Given name Authority Naonality Date of expiry DOB Holder's signature Place of Birth Holder's photograph Sex

Passport Applicaon: Basic Requirements:

· The prescribed passport applicaon duly filled in should be with all prescribed documents and fees. Merely submission of an applicaon, however, does not constute a claim for issue of a passport.

· It remains a request/requision for a passport, which may be rejected due to deficiency in the supporng documents, not following the prescribed procedures or any other reason.

· The basic supporng documents required with passport applicaon include:

· Proof of Date of Birth i.e. Birth Cerficate, etc

· Identy proof with photograph (to be verified by Passport Seva Kendra (PSK) Officials from the address proof and other documents)

· Proof of residence

· Proof of naonality (to be verified by Passport Seva Kendra (PSK) Officials from the supporng documents submied).

54 Travel Reservation Training Module MODULEIl

Passport Issuing Authories:

· The Ministry of External Affairs, Government of India provides passport services through Central Passport Organisaon (CPO) and its network of Passport Offices and Passport Seva Kendras (PSKs); and consular, passport and visa services to overseas Indians/foreign naonals through the and Posts abroad. · Indian passports are issued through a network of 37 Passport Offices, CPV Division (only for Diplomac and Official passports) and the Andaman and Nicobar Islands Administraon. · This network has been expanded by addion of 77 Passport Seva Kendras as extended arms of Passport Offices. For Indians living abroad, passport and other miscellaneous services are rendered by 180 Indian Missions/Posts. · An applicant may confirm the jurisdicon of Regional Passport Office and Passport Seva Kendra (PSK) before subming an applicaon.

Procedures:

· Under Passport Seva, new measures and procedures have been introduced in order to improve governance in Passport Offices. · The new measures and procedures are aimed at ensuring cizens' comfort, improvement in delivery of passport services, transparency and enhanced security. · Applicants are now required to present themselves at the respecve Passport Seva Kendra (PSK) for enabling the Passport Issuing Authority to obtain applicants' photographs, biometrics and granng decision in their presence.

Online Registraon and Appointment:

· The Online Appointment system has been introduced to ensure avoiding congeson at the Passport Seva Kendras (PSKs) and cung down the waing me for applicants. · Appointments are alloed according to handling capacity of a Passport Seva Kendra (PSK) and are based on an Electronic Queue Management System. · The following steps are involved in applying for a passport: online registraon, filling up and subming online applicaon form, (alternavely, download e-form, fill up and upload the same at the Online Portal), scheduling an appointment and finally,vising a Passport Seva Kendra (PSK).

Online Fee Payment:

· Online Payment has been made mandatory for booking appointment to visit a Passport Seva Kendra (PSK). · Online Payment can be made through any one of the following modes: Credit/Debit Card (MasterCard and Visa), Internet Banking (State Bank of India (SBI) and Associate Banks only) and SBI Bank Challan. · Applicants applying under Tatkaal service need to pay only the fee as applicable under the Normal service while making Online Payment. · The balance fee as applicable for Tatkaal will be payable in cash at Passport Seva Kendra (PSK)/Passport Office, once Tatkaal applicaon is accepted by Officials. · Online Payment will remain valid for one year from the first appointment date. The fee will be forfeited if applicants do not submit applicaon at Passport Seva Kendra (PSK) within this period.

55 Travel Reservation Training Module MODULEll

· No claim for refund, return or exchange of fee will be entertained for passport-related services. · In case of mulple payments for the same Applicaon Reference Number (ARN), for Passport- related services including miscellaneous services, the claims for refund will be dealt with as per the extant policy governing them

Cancelling/Rescheduling a Visit:

• Applicants with confirmed appointments and if unable to visit Passport Seva Kendra (PSK) due to some reason, are advised to reschedule/cancel their appointments. • Appointment rescheduling/cancellaon for an applicaon are allowed up to two mes only within a year of the first appointment date

Visit to a Passport Seva Kendra (PSK):

• Visit the Passport Seva Kendra (PSK) with requisite original documents and their photocopies. Photograph is not required. • The list of requisite documents is available at the website. Applicants who, despite booked appointment, have been 'refused token' due to non-availability of required set of documents can revisit the same Passport Seva Kendra (PSK) as 'Walk-in' within next three working days from the date of appointment and as per the me menoned in the appointment slip. • Online appointment is not mandatory for these applicants. • The Passport Seva Kendra (PSK) provides a world class ambience. Amenies in every Passport Seva Kendra (PSK) include helpful execuves, Self-Service Kiosks, photocopying, food and beverage facilies, public phone booth, baby care, newspapers, journals and television in a comfortable air- condioned waing hall. · The Electronic Queue Management System ensures the 'first-in-first-out' principle in applicaon processing.

Walk-in Applicants:

· In order to facilitate submission of passport applicaons at Passport Seva Kendras (PSKs), some types of services such as 'Tatkaal', Police Clearance Cerficates and some disnct categories of applicants such as senior cizens, minors and differently-abled applicants are allowed to submit their duly registered online applicaons with ARN as Walk-in applicants. · Applicants coming under these categories are also required to submit their applicaons online and obtain an ARN, and then visit the nearest Passport Seva Kendra (PSK) during prescribed hours (no prior appointment is required). · In addion, applicants should also refer to any advisory issued by the concerned Passport Offices from me to me.

Say No to Touts:

· The public is advised to desist from dealing with touts/agents who may be making false promises about arranging urgent appointment or faster passport service delivery. · The Government has not authorised any intermediary/representave to undertake such acvity or to give such assurances. · Such incidents may be reported to the concerned Regional Passport Office.

56 Travel Reservation Training Module MODULEIl

Passport Applicants: General Obligaons:

· Statutorily, all passport applicants are required to submit their applicaons with correct informaon and valid and genuine documents. · As per provisions of the Passports Act, 1967, an applicant should not furnish any false informaon or suppress any material informaon with a view to obtain passport or travel document. · Any such acon shall be punishable with imprisonment for a term up to two years or fine up to Rs. 5000/ or both. · Carrying corrosive substances or explosives, arms, cudgels, scks or lathis, or any sharp objects, which may cause physical harm or violence, is prohibited inside the Passport Seva Kendra (PSK). · Carrying electronic devices such as Laptop, iPad and cameras, is also prohibited inside the Passport Seva Kendra (PSK).

How to Track Applicaon Status:

· A mul-lingual Naonal Call Centre operang in 17 Indian languages enables cizens to obtain passport service-related informaon and receive updates on their passport applicaons, round the clock, seven days a week. · An e-mail based helpdesk besides a mobile based applicaon 'mPassport Seva', provides informaon on passport services.

ECR / ECNR:

· As per the Emigraon Act, 1983, certain categories of Indian passport holders require to obtain "Emigraon Clearance" from the office of Protector of Emigrants (POE) for going to certain countries.

· As per the Emigraon Act, "emigraon" means the leaving of India of any Indian cizen with the intent of taking up employment in a foreign country.

· All Indian passports are divided into two categories as follows: Passports with endorsement - Emigraon Check Required (ECR). Passports with endorsement - Emigraon Check Not Required (ECNR). For passports issued before January 2007, no notaon in the passport means ECR. For passports issued in or aer January 2007, no notaon in the passport means ECNR. If Emigraon Check is Required, there will be an endorsement in the passport regarding ECR.

· The idea behind ECR is for the safety of Indian cizens due to the legal condions of other countries and is based on various situaons/condions.

57 Travel Reservation Training Module MODULEll

ECR Check needed Countries:

• (UAE) • Kingdom of Saudi Arabia(KSA) • Qatar • Sultanate of Oman • Kuwait • Bahrain • Libya • Jordan • Yemen • Sudan • Syria • Lebanon • Afghanistan • Malaysia • Thailand • Indonesia • Iraq

58 Travel Reservation Training Module MODULElI CHAPTER II

VISA

VISA is visitor's intenon to stay abroad. A visa is an entry in a passport or other travel document made by an official of a government, indicang that the bearer has been granted authority to enter or re- enter the country concerned. A visa usually specifies the authorized length of stay, the period of validity and the number of entries allowed during that period.

A visa is a cerficate prepared by the immigraon officials of the foreign country with stamp marked on a passport aer verifying the person's credenals. It gives the person the right to enter a country and stay for a temporary period.

VISA can be:

Single entry: A single entry visa will not be valid if it has been used once, even when the validity date has not expired. Mulple entries: Its validity expires on the date of its expiry.

Types of Visas:

Tourist visa: For a limited period for leisure travel, no business acvies allowed. Transit visa: Usually valid for three days or less, for passing through the country to a third desnaon. Transit without visa (TWOV): Many countries have made agreements that allow other naonals to transit their country without the need to obtain a visa.

Visa on arrival: This is in the form of an entrance fee and is required before they can pass immigraon. Spousal visa: Granted to the spouse of a resident or cizen of a given country, to enable the couple to sele in that country.

Schengen Visa: This is an agreement between several member states of the EU and effecvely creates a “borderless” region known as Schengen area (Est. 1995). · Fiancée visa: Granted for a limited period prior to marriage based on proven relaonship with a cizen of the desnaon country. For example: an Indian woman who wishes to marry an American man would obtain a fiancee visa (K-1 visa) to allow her to enter the USA. · Student Visa: Allows its holder to study at an instuon of higher learning in the country of issue. However, some countries such as Algeria, issue tourist visas to students.

59 Travel Reservation Training Module MODULEll

Requirements for Visas:

· Original passport valid for min. 6 months from DOD · Valid return ckets · Visa form duly filled & signed as per passport · Last 3 yrs IT return · Last 6 months bank statement · Latest passport size photograph (as per country rule) · Foreign exchange, to be endorsed in the passport · Accommodaon confirmaon · Leer of invitaon · No objecon cerficate · Covering leer from the applicant stang purpose & duraon · Travel Insurance

How to obtain a visa

Complete an applicaon form

Assemble all required documents

Submit to consulate office along with valid passport.

60 Travel Reservation Training Module MODULElI CHAPTER III

FOREX

What is FOREX?

Ans: Exchange of foreign currency is called FOREX. When money from one country is exchanged for money of another country it is called as foreign exchange.

What is the need of foreign exchange?

Ans: It is crical to support imports and exports, which are necessary to gain access to resources and to create addional demand for goods and services. Without the ability to trade in different currencies, companies' prospects would be limited and global economic growth would suffer. Investors also use the forex

Foreign exchange/ currency rules:

There is a limited amount of money a traveler is allowed to carry when they enters to foreign countries. Also the traveler is required to understand Foreign exchange, to be endorsed in the passport for visa.

Traveler's cheques: it can be replaced if lost. Travelers must keep a record of individual cheque numbers & the date & place where cheques have been cashed. Cash: Carrying a small amount of local currency is always useful & somemes essenal to pay for local transport, food, drink and entrance fees.

Credit /Debit cards (ATMs): This is safe & fees are oen cheaper. Best advise to take another forms of payment as a backup. Internaonal transfers: if one needs to get money sent from home, nominate a large bank in a major city to receive the funds. One can also transfer money through American Express or Thomas Cook.

61 Travel Reservation Training Module MODULEll CHAPTER IV

Travel Insurance

· Tourists going abroad need to insure themselves against any sudden and unexpected mishap, such as sickness, accident or death, which may arise when the insured person is outside his country of origin. · To get the visa, travel insurance is mandatory of many countries. If not, then also tourist should have the same. · Travel insurance offers travelers the opportunity to protect themselves financially from the most common types of emergencies. Travel insurance can also provide helpful services, oen 24 hours a day, offering general assistance & emergency travel assistance.

Protecng risks by travel insurance

· Accident during the journey (tour):

· Trip interrupons due to cancelled services:

· Polical or civil instability The of luggage and personal effects:

· Health or loss of life:

Health regulaon for internaonal travel:

· This is another travel formality that agents need to be able to offer advice on. Agents should check for any compulsory vaccinaons required to protect against disease & infecon whilst travelling. · Travelers are given a health cerficate by their doctor or travel clinic when they receive compulsory vaccinaons. · The travelers should obtain a health cerficate, providing that they have been vaccinated for a specified infecous disease (either yellow fever or cholera). · A valid immunizaon cerficate as approved by WHO should be completed & signed by a competent authority.

62 Travel Reservation Training Module Customer Service

MODULElII MODULElIl

Standard Customer Service

Chapter One: Introducon to Customer Service

Chapter Two: Today's Customer

Chapter Three: What is Good Customer Service

Chapter Four: What does the Customer desire

Chapter Five: Thumb rule for best customer service

Chapter Six: Equees

64 Travel Reservation Training Module MODULEIIl CHAPTER I

Introduction to Customer Service

“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporaon in the world, the boss remains the same. It is the customer!

The customer is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else.

Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objecve clearly in mind – pleasing the customer.” --Sam Walton, Owner & CEO, Wal-Mart

SMILE We acvely greet guests, SMILE, and speak clearly in a genuine manner.

EYE We make EYE contact, even in passing, with an acknowledgement

RECOGNITION We create a sense of RECOGNITION by using the guest's name, if known, in a natural and discreet manner VOICE We converse in a clear and natural VOICE in an appropriate manner

INFORMED We will be well INFORMED about our , our products, our guests; and we take ownership of simple requests

Care Our CARE and kindness is expressed in all we do

Exceed As a team, we make every effort to EXCEED the guest's expectaon

64 Travel Reservation Training Module MODULElIl CHAPTER II

Today's Customer

1. Feeling of Being Indian is on a rise :

The Indian pride is back probably aer the Brisher's le India. Aer decades of trying to follow the western culture, we are now looking inside. The return of the closed neck Jacket as a fashion statement, the pride in the Indian accent, the celebraon of Holi as a happy fesval are indicators. From products to fashion to stories, we are going back to the roots and there is a sense of pride associated with it. Today products with 'Made in India' are preferred over other products. Actually, now the trend is moving from Indian pride to regional pride bringing more colors and connecon. The growing demand of local language YouTube channels, following for state sports teams like Mumbai Indians, regional food brands like Vada pav are examples of the change..

2. Multasking with Ease:

Indian's are by far are the best multaskers in the world today – we use phones while driving, respond to emails while having dinner with family and friends, follow cricket scores in a strategic meeng, catch a few minutes of our favorite Amazon prime show on the go, we open at least 20 browser pages at any me. This idenfies of the short aenon spans we have which leads us to get bored very quickly. To consider, the typical Indian news channel screen is a good indicator of the trend we follow. We are ok geng too many messages of markeng, all trying to outshout each other. The brands and newsmakers are, trying hard that at least one will catch some seconds of aenon!

3. Upcoming customers and the Visual effect on markeng:

We are currently seeing a huge change in India's economic classificaons. Yesterday's so-called service providers like drivers, courier boys, nanny's, different jobbers are today's consumpon drivers in the country .India is experiencing a drasc change in the generaon that has suddenly got many aspiraons and the various means to do it. Its a combinaon of the penetraon of mobile and data as well as the ease with which they can today stand in society. Today by educaon they can get a loan on a tap, transfer money easily, ride or drive an Uber and earn more than management graduates, register on a service plaorm and get paid quick and high. The language of communicaon today are Emoji's, GIF's, audio & videos, word are losing its importance. Brands can increase their reach to this new consuming class by talking in their language on their mediums & create huge opportunies.

4. Owning & Experiencing things to create Social Value:

Indians have been taught to first save and then spend, First buy a house for old age and then if we have age and money both on our side, go and experience some good things in life. That is history- today's India is about creang mulple experiences in life rather than owning things. Renng rather than ownership of everything is the new normal - Cars, Homes, Furniture and this is just going to increase. The social value associated with owning has moved to things like traveling which is experiencing, it has become the new social status & exoc is the word there. The trends today are things like Travel stories, Weekend Acvies, Driving Trips, Adventure and not the next house you are planning to buy.

66 Travel Reservation Training Module MODULEIIl

5. Living in today, sll connected to the past:

We are a generaon in bale with ourselves today. At one end we are becoming extremely strong individuals with our strong opinions and strong personalies on Twier & , and one the other hand we are finding it difficult to forget our tradional belief systems, trying to adjust them within the new digital age and social pressures. We are trying to portray ourselves by the things we do, and then sharing them in the digital space, however, we are not that person yet in our real lives. We like living with families, we like having tradional weddings; we respect our parents. There isn't anything wrong with it, but its a tough me for everyone in India, trying to be many people at once and being good at everything to be socially acceptable.

67 Travel Reservation Training Module MODULElIl CHAPTER III

Good Customer Service

Good customer service means: · Providing a quality product or service · Sasfying the needs/wants of a customer · Resulng in a repeat customer

Good customer service results in: · Connued success · Increased profits · Higher job sasfacon · Improved company or organizaon morale · Beer teamwork · Market expansion of services/products

Good customer service = Lasng relaonships

Average customer service = Steady relaonships that could be lost

Poor customer service = Lost business

68 Travel Reservation Training Module MODULEIIl CHAPTER IV

What does the Customer Desire?

■ Friendliness: It's the quality of being friendly with the ustomers. Someone who can suggest and help them decide.

■ Empathy: The ability to sense other people's emoons, coupled with the ability to imagine what someone else might be thinking or feeling. To understand how the customer is feeling about his experience.

■ Fairness: The quality of treang people equally or in a way that is right or reasonable. So that the customers find no difference in behavior with regards to financial standings, cast or color

■ Parcipaon: The fact of taking part, as in some acon or aempt to be a part of decision making. Usually customers shopping alone need parcipaon from the sales person to decide.

■ Alternaves: A choice limited to one of two or more possibilies, as of things, proposions, or courses of acon, the selecon of which precludes any other possibility. Helping the customer to close on either alternaves of choice.

■ Informaon: The facts about a situaon, person, event, etc. This could help the customer to decide amongst other opons basis his requirements.

69 Travel Reservation Training Module MODULEIll CHAPTER V

10 Rules for Great Customer Service

1. Commit to quality service: – Create a posive experience for the customer. – Go above and beyond customer expectaons.

2. Know your products: – Helps win a customer's trust and confidence.

3. Know your customers: – Tailor your service approach to their needs & buying habits. – Get to the root of customer dissasfacon by talking to people and understanding complaints.

4. Treat people with courtesy and respect: – Every contact with a customer leaves an impression. – Use phrases like "sorry to keep you waing," "thanks for your order," "you're welcome," and "it's been a pleasure helping you."

5. Never argue with a customer: – Be soluon focused rather than problem focused. – Research shows that 7 out of 10 customers will do business with you again if you resolve a complaint in their favor.

6. Don't leave customers hanging: – All communicaons with customers need to be handled with a sense of urgency. – Research shows that 95% of dissasfied customers will do business with a company again if their complaint is resolved on the spot.

7. Always provide what you promise: – Failure to do this is a sure way to lose credibility with your customer. – If you can't make good on your promise, apologize and offer some type of compensaon, such as a discount or free delivery.

8. Assume that customers are telling the truth: – The majority of customers don't like to complain; in fact, they'll go out of their way to avoid it.

9. Focus on making customers, not making sales: – Focus on the quality rather the volume of the sale. – Research shows that it costs six mes more to aract a new customer than it does to keep an exisng one.

10. Make it easy to buy: – Make the process simple and user-friendly.

70 Travel Reservation Training Module MODULEIIl CHAPTER VI

Basic Etiquettes

ORIGIN OF ETIQUETTES:

• French word meaning “TICKET”

• Started in 1600's by King Louis XIV

• Invitaons for get together stang the rules of conduct and behavior

Basic Equees:

The forms, and manners, established by convenon as acceptable or required in social relaons or in official life.

Meaning of Equee

• Manners

• Coded Behavior

• Character

• Habits

• Thought

Where Equee is required:

• Personal

• Family

• Home, Schools, College

• Social, Cultural

• Office

NEED FOR ETIQUETTE:

• Professional equee - must for Career

• It builds leadership, quality, business & careers

71 Travel Reservation Training Module MODULElIl

• It refines skills needed for exceponal service

If Equees are not followed:

• You limit your potenal

• Risk your image

• Jeopardize relaonships

How Equee Pays Off!

• Differenates them in compeve market

• Honors Commitments to quality and excellence

• Enables them to be confident in a variety of sengs with a variety of people from all walks of life

• Modifies distracng behaviors and develops admired conduct

TYPES OF ETIQUETTE

ORGANISATIONAL

• INTERVIEW

• OFFICE

• TELEPHONE

• CELL PHIONE

• NETIQUETTES

• MEETING

SOCIAL

• CULTURAL

• DINING

72 Travel Reservation Training Module MODULEIIl

INTERVIEW ETIQUETTES

INTERVIEW ETIQUETTES

NEED

· First Impression

· Boost to confidence

Before The Interview

· Personal Grooming

· Punctual

· Cell Phone off

ETIQUETTES DURING THE INTERVIEW:

· Knock before entering

· Warm Greengs

· Firm Handshake

· Wait to be asked to Sit

· Watch the tone

· No clearing of throat repeatedly

· Avoid usage of slangs ,”Uh” , “Ah”

Aer the Interview:

· Handshake

· Thank them by name

· Check aer a week

73 Travel Reservation Training Module MODULElIl

OFFICE ETIQUETTES:

· Business Dress

· Punctuality

· Ask Before Borrowing

· Professional Conduct

· Follow Rules & Regulaons

· Office Space

Polite and Friendly Alternaves

· I Don't Know – I'll Find Out.

· No – What I Can Do Is….

· That's Not My Job – Let Me Find The Right Person Who Can Help You With….

· You're Right This Is Bad – I Understand How You Feel.

· That's Not My Fault – Let's See What We Can Do About This.

· Calm Down – I Apologize….

· I Want You To – Let's

74 Travel Reservation Training Module INDIA : 1003-1005,DLF City Court, MG Road, Gurgaon 122002 Tel (91) 124 4551850, Fax (91) 124 4551888 NEW YORK : 216 E.45th Street, 7th Floor, New York, NY 10017 www.aif.org

Top View