What is a Roles & Responsibilities Of a Tour Manager Towards a Customers By “ Trip Inventor.”
For Travel Agents and Tour Operator
You are representing Trip inventor or any other firm which
is an international company of high repute. The reputation of the company in
general is in your hands. It is your duty to act as an Ambassador of the
company and ensure fantastic positive results.
1.
Ensure the passenger is comfortable and enjoying every
moment of the tour, your performance will be evaluated by the “Feedback
Form" received from the passenger.
2.
Be well informed about the destination you will be
accompanying the tour to. You should be in a position to handle any queries
& questions.
3.
Operating the tour within the stipulated budget.
4.
On completion of the tour, giving your ideas / suggestions/
recommendations to make future tours a greater success.
5.
Reconfirm all airline seats on arrival at the overseas
destination as well as reconfirm all sightseeing tours and rooming lists with
the overseas agent.
Airport Facilitation.
a) Make the group sit in. the lounge
area so they do not hamper the check-in procedure.
b) Keep the exact amount of the
airport tax if applicable, in an envelope.
c) If any seat requests made, ensure
that the same is provided.
d) Ensure that the airline tags all
baggage.
e) Count all baggage counterfoils
and boarding passes before leaving the airline counter.
f) Ensure you have all air tickets
and passports before leaving the airline counter.
g) Assisting passengers through
immigration and customs.
h) Assisting passengers on board the
aircraft with any queries they may have. Also assist
them in filling up the
disembarkation forms.
i)
In case you do not travel with the group, please inform passengers of
formalities, facilities,
emergency contacts, name of the Tour Manager at the
next destination.
Hotels
a) Rooms - ensure rooms provided by the hotel are as per
the requirement i.e-singles/ doubles/ triples /suites.
b) Check-in - Make an announcement in the coach as you near
the hotel / in the lobby, prior to the passengers going up to their rooms, that
you are waiting in the lobby for the next 15 minutes, thus if they have any
problem with their room, they should immediately come down and notify you.
Promptly change the room - in such cases try and obtain a room with a better
view and personally go and check the room yourself.
c) Keys - the Tour Manager to request the passengers to be
seated while he coordinates with the reception for the rooming list and room
keys.
d) Luggage - Please ensure that all bags are properly
labeled and tagged for easy identification at the airport and at the hotel. A
baggage count should be maintained upon departure and arrival at each city.
e) Meals - Please ensure that you call the restaurant in
advance for every meal and reconfirm the menu and timing along-with the number
of vegetarian / non-vegetarian meals. Good food is a major criteria for the success of a tour.
i) If the tour program covers more than one day in a
particular city, please ensure that the meals are varied.
ii) Personally check the meal venue, location well in
advance so you can guide./ inform the passengers.
iii) Check / recheck
meal timings and ensure passengers adhere to these timings.
iv) Phone the restaurant 30 minutes in advance to ensure
that tables are set, buffet is laid out and the seating place for the group has
been blocked.
v) Be alert to
individual dietary requirements if any. If necessary make on the spot
amendments / additions / requests, to fit in with the budget.
vi) Never eat or drink other than what is in the group
menu.
f) Daily Program
Chart- display the chart in an easily visible location e.g.- the lobby
indicating the daily program with the timings of meals, sightseeing tours and
other details. Ensure the group is aware of the chart and its location. Timings
may have to be reviewed on an ongoing basis. The daily program chart is also to
be read out on the coach .prior to arriving into a particular city so that
passengers are aware of the schedule.
g) Set timings for
all events and ensure these are adhered to:
i) Breakfast one hour before departure from the hotel.
ii) Lunch approx 1300 hrs. ( duration one hour)
iii) Dinner approx 2000 hrs. ( duration one hour)
iv ) Wake up call — 30 —45 minutes
before breakfast / 01 hour before baggage collection if
departing for the airport.
v) Recommend you advise the group of timings on a daily
basis.
h)
Suggest Announcements:
a) At breakfast, remind the group of
the city tour/departure from hotel, time.
b) At lunch, remind the group of the
afternoon tour and dinner time.
c) At dinner, the next morning's
wake up call and breakfast time or bags out time, etc.
i) Closely liaise with the hotel group co-ordinator for all
requirements.
j) Check-out - ensure you are in the lobby and co-ordinate
well in advance with the concierge for luggage collection. Bell-boys tend to be
slow. Allow for 45 minutes for collection of bags for a group size of 25-30
passengers.
k) Before check-out ensure:
i) All bills are thoroughly checked
and signed.
ii) All extras paid by passengers
before departure.
iii) All room keys handed in before
departure.
iv) If the group departure is early
in the morning, the tour leader to request for all bills to be
ready for checking the previous night.
v) If the group departure is during
the day, then 2-3 hours prior to group's departure.
Transport
a)Ensure transport reports to you
15-30 minutes in advance to the departure timing.
b)Note the vehicle number and names
of drivers, guides, etc. and location of parking. Establish
a formal but polite working rapport so they assist you.
c)Instruct the coach driver to be at
a fixed location so you can easily locate/ liaise with him
when the coach is required at the entrance for boarding.
1.
Mike functions well.
2.
Coach is clean from the outside
and inside — the seats, ashtrays and the aisle
area.
3.
Curtains neat and well fitted with
fastenings.
4.
If air-conditioned, the same should
be effective.
5.
The mike and air-conditioning to be
switched on in advance, and check that the same is functioning well.
e) Guide - ensure you have the
guide's co-operation at all times. Be firm if need be to ensure that the group
gets the best out of the guide. Encourage the guide to narrate local folklore
along with history-it is more interesting.
f) Maintain the group headcount at
all times. No one should be left behind at a hotel / monument / airport due to
an oversight.
g) Before everyone alights from the
coach, make a reminder announcement to collect all belongings before
disembarking. However, you must personally check nothing is left on board when
signing off the coach at the en of the duty.
Tipping
The Tour Manager to tip the hotel
staff and coach driver as per the tipping schedule laid down for each tour.
Payments to Overseas Agents
a) The Tour Manager
to collect from the passengers the full amount in foreign exchange as per the
"Passenger Cash Collection Sheet" given by the
Operation Manager. (Annexure TM 1) and also keep
an account of the cash collected.
b ) The Tour Manager
to make payment to the overseas tour operator, on arrival as per the
"Overseas
Tour Operator Payment Schedule" (Annexure TM 3) and
obtain a receipt for the payment made.
c) The Tour Manager
to be given specific instructions as to the amount to be spent on a particular
tour
as per the "Tour Manager's Expense
Budget"(Annexure TM 2).
Financial Liability
1.
The Tour Manager agrees and confirms
that any deviation in respect of any terms and conditions of this Agreement by
the Tour Manager will be liable forlegal action and termination of this
Agreement with immediate effect by Trip
Inventor .
2.
Furthermore the Tour Manager agrees
that no dues will be settled by Trip
inventor for breach of any terms and conditions of this Agreement as mentioned
in the aforesaid clause 12 (a).
General
a) To check with group members on
aspects of rooms, meals etc or if they
have any specific
requirements.
b) Get to know group members as individuals. This adds a
personal touch. Avoid special attention to
any individuals as It may not
be seen favorably by the other group members.
c) Always carry a
rooming list on you. You never know when you need it.
d) The Tour Manager must accompany the group on sightseeing
tours and to meals which are part of
the tour.
e) Make a note of a passenger's birthday/ anniversary while
on tour and arrange to have flowers and
cake sent up to his room. Or preferably celebrate at the
end of a meal.
f) Dealing with emergencies like sickness, _loss of
passport, ticket and difficult passengers on the tour.
g) Organizing and conducting entertainment on board, coach
and in the hotel.
h) A Tour Manager is not permitted to drink alcoholic
beverages at any time on the tour. If at any given time it is noticed either by
the passengers or any
Senior member of the company your services will be
terminated on the spot and no compensation or dues will be paid.
Contact no: 9718171812 | 7303837333
Address: 58/28, Ashok Nagar, New Delhi–110018, India (INDIA)
Email: info@tripinventor.in
Website: www.tripinventor.in
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