MANZIL e JANNAH

DESTINATION MANAGEMENT SERVICES

EXCELLENCE IN
LUXURY
TRAVEL SERVICES

Whilst you’re looking after your business

We’ll look after your travel.

WHY START A Travel Agency?

One thing is certain, it is fact that the travel & tourism industry is not all about tourists
but also about all those who travel from one country to another, from one city to another
for various purposes with the help of travelling agencies. This is why any investor or
entrepreneur who is looking towards starting a business in the travels & tourism industry
should consider starting a Travel Agency.
The line of business (Travel agency) is open to both big time investors who have the
financial capacity to invest in the travel & tourism industry and also aspiring
entrepreneurs who just want to make a living but don’t have start – up capital. As a
matter of fact, aspiring entrepreneurs who don’t have start-up capital can start out as
free-lance travel agents if they are diligent enough, they can build a big and well
organized travel agency.
Simply put, travel agencies render services that cover all aspects of travelling. They help
their clients in securing visas, purchase flight tickets, book hotels, book taxi cabs & bus
shuttle services and of course make arrangements for site seeing amongst other services.
They work in conjunction with service providers such as airline companies, car rentals
companies, cruise lines companies, hotels, railways, tourist sites managers and perhaps
interpreters and security agencies.
So if you are looking towards starting a business in the travels & tours industry, then one
of your best options is to start travel agency. It is a cool way of making money from
industry and with little start-up capital a serious minded entrepreneur can successfully
launch this type of business.
How Travel Agencies Make Money?
The norm in this industry is that, travel agencies make their money via commission they
get by offering travel related services such as booking for flight tickets, securing transit
visa, booking for shuttle buses, taxi cabs, car rentals, hotel bookings and cruise line
bookings amongst many other services
Travel agencies also generate incomes from selling of travelling related insurance policy
cover, sale of travel guide books and through the sale of foreign currencies.
Lastly, one good thing about travel agencies is that there is readily available market for
their services simply because people would always have cause to move or travel from
one destination to another be it local travels or international travels

Business Plan

 Business Overview
Available data shows that employment of travel agents is projected to decline 12%
from2014 to 2024. This is so because the ability of travelers to use internet to research
vacations and book their own trips is expected to continues to subdue demand for travel
agents.
Since 1995, till date many airline companies around the globe and most airline
companies in Pakistan no longer pay commissions to travel agencies whenever they help
clients book airline tickets. What travelling agencies now do is to ensure that they add
their commission to the price of the tickets whenever they are selling to clients.
In recent time, with the advent of internet and the general public accessing the internet
many airline companies have started selling their tickets directly to their target market
via online portal. So also, it is now easier for other business in the value chain of travels
and tours industry to now directly sell their services via their online portal to their target
market.
No doubt the travel agency line of business cannot be said to be oversaturated despite the
challenges most travel agencies are facing. The course of challenges cannot be far-
fetched, as a matter of fact, with many people swapping to self –service internet
websites, the number of available services and even jobs as travel agents is decreasing
despite the fact that there are more travelers than ever before.
Some of the factors that encourages entrepreneurs to start their own travel agencies could
be that the business is easy to set up and start –capital is indeed affordable; you can
actually start your own travel agency business from comfort of your home. All you need
to do is to create an office somewhere in your home.

Travel Agency Business Plan – Executive Summary

Manzil e Jannah (Destination Management Services), is a registered and standard
travels & tours agency that will be based at G.T. Road Kot Adu-Distt. Muzaffar Garh,
Punjab-Pakistan. The company will handle all aspects of travels and tours related
business such as booking for flight tickets, securing transit visas, booking for shuttle
buses/taxi cabs, car rentals, hotel bookings amongst many other travels and tours related
services such as selling of travelling related insurance policy cover, sale of travel guide
books as well as sale of foreign currencies.
We are aware that to run, an all – round travel and tour agency can be demanding which
is why we are well trained and equipped to perform excellently well.
Manzil e Jannah (Destination Management Services), is a client focused and result
driven travels & tours agency that provides broad based experience at an affordable fee
that would not in any way put a hole in the pocket of our clients. We will offer a
Standard and Professional travels & tours Services to all to our individual clients, and
corporate clients at local, province, national & international level. We will ensure that we
work hard to meet and surpass our clients’ expectations whenever they hire our services.
At Manzil e Jannah (Destination Management Services), our client’s best interest would
always come first, and everything we do is guided by our values and professional ethics.
We will ensure that we hire Professionals who are well experienced in the travels & tours
industry.
Manzil e Jannah (Destination Management Services), will at all times demonstrate her
commitment to sustainability, both individually and as a firm, by actively participating in
our communities and integrating sustainable business practices wherever possible. We
will ensure that we hold ourselves accountable to the highest standards by meeting our
client’s needs precisely and completely. We will cultivate a working environment that
provides a human, sustainable approach to earning a living, and living in our world, for
our partners, employees and for our clients.
Our plan is to position the business to become the leading brand in the travels & tours
line of business in the whole of Punjab, and also to be amongst the top 20 travels & tours
agencies in Pakistan within the first 10 years of operations.
This might look too all a dream but we are optimistic that this will surely come to pass
because we have done our research and feasibility studies and we are enthusiastic and
confident that Kot Adu/Layyah/Muzaffar Garh are the right places to launch our travels&
tours agency before spreading to other parts of Pakistan.
Manzil e Jannah (Destination Management Services), is founded by Haji Abdul
RAZZAQUE & family. The organization will be managed by Abdul RAZZAQUE
and other members of the family. He has well over 18 years of experience working at
various capacities in various national & multinational firms.

 Our Product & Services

Manzil e Jannah is going to offer varieties of services within the scope of the travels&
tours industry in Pakistan. Our intention of starting our travels & tours agency is to make
profits from the industry and we will do all that is permitted by the law in Pakistan to
achieve our business goals, aim & ambition.
Our business offerings are listed below;
 Travels & Tours consulting and advisory service for Individuals and Corporate
clients
 Selling of traveling related insurance policy cover, sale of travel guide books &
through the sale of foreign currencies
 Booking for flight tickets
  Securing transit visas
 Booking for shuttle buses/taxi cabs
 Car rental services
 Hotel bookings

Our Vision Statement

Our vision is to build a travels & tours agency brand that will become number one choice
for both individual clients and corporate clients in the whole of Punjab – Pakistan.
Our Vision reflects our Core Values:
 Safety,
 Good Sense,
 Accountability,
 Transparency,
 Team Work,
 Respect,
 Passion

CORE VALUES:
Our Mission Statement
Efficiency, Flexibility and Quality Service with a Personal Touch, State of the Art
Technology, combined with strong purchasing advantages and Value for Money.
We’re committed to offer competitive value for money products and high level services
in order to achieve total client satisfaction. We want to meet and exceed all business
clients’ goals and objectives, strive for excellence in quality, integrity, and value in all
that we do. We want our partners and ourselves to grow profitably in our respective
cities, through thorough market analysis, continuous product development, aggressive
yield management and prudent financial risk monitoring.
We are to position the business to become the leading brand in the travels & tours line of
business in the whole of Punjab, and also to be amongst the top 20 travels and tours
agency in Pakistan within the first 10 years of operations.
Our Business Structure
Manzil e Jannah (Destination Management Services), will build a solid business
structure that can support the growth of our business. We will ensure that we hire
competent hands to help us build the business of our dream. The fact that we want to
become one of the leading travels & tours agencies in Pakistan makes it highly necessary
to deliberately build a well – structured business from the onset.
Below is the business structure that will build Manzil e Jannah (Destination management
Services);

CEO
Marketing &
Travel & Tour Admin & HR Customer Care
Sales
Consultant Manager Executive
Executive

Roles & Responsibilities

Chief Executive Officer:
 Responsible for providing directions for the firm
 Creating, communicating, and implementing the organization’s vision, mission,
and overall direction – i.e. leading the development and implementation of the
overall organization’s strategy
 Responsible for handling high profile clients & deals
 Responsible for fixing prices and signing business deals
 Responsible for signing checks & documents on behalf of the company
 Evaluates the success of organization
 Reports to the board

Travels & Tours Consultant:

 Responsible for booking for flight tickets, securing transit visas, booking for
shuttle buses/taxi cabs, car rentals, hotel bookings amongst many other travels &
tours related services for clients
 Plan, design and produce events while managing all project delivery elements
within time limits
 Liaise with clients to identify their needs and to ensure customer satisfaction
 Conduct market research, gather information and negotiate contracts prior to
closing any deals
 Provides feedback and periodic reports to stakeholders
  Propose ideas to improve provided services and tourism quality
 Ensure compliance with insurance, legal, health and safety obligations
 Cooperate with marketing and PR to promote and publicize travels & tours events
 Conduct pre-and post- travels & tours events evaluations and report on customers
 Research market, identify travels and tours opportunities and generate interest

Admin & HR Manager:

 Responsible for overseeing the smooth running of HR and administrative tasks for
the organization
 Design job descriptions with KPI to drive performance management for clients
 Regularly hold meetings with key stakeholders to review the effectiveness of HR
policies, procedures and processes
 Maintains office supplies by checking stocks; placing & expediting orders;
evaluating new products
 Ensures operation of equipments by completing preventive maintenance
requirements; calling for repairs
 Defining job positions for recruitment and managing interviewing process
 Carrying out staff induction for new team members
 Responsible for training; evaluation and assessment of employees
 Responsible for arranging travel, meetings & appointments
 Updates job knowledge by participating in educational opportunities; reading
professional publications; maintaining personal networks; participating in
professional organizations
 Oversee the smooth running of daily office Activities

Marketing & Sales Executive:

 Responsible for selling of traveling related insurance policy cover, sale of travel
guide books and through the sale of foreign currencies
 Identify, prioritize, and reach out to new partners and business opportunities et al
 Identifies development opportunities; follows up on development leads and
contacts; participates in the structuring and financing of projects; assures the
completion of development projects
 Writing winning proposal documents, negotiate fees and rates in line with
company policy
 Responsible for handling business research, marker surveys and feasibility studies
for clients
 Responsible for supervising implementation, advocate for the customer’s needs
and communicate with clients
 Develop, execute and evaluate new plans for expanding increase sales
 Document all customer contact and information
 Represent the company in strategic meetings
 Help increase sales and growth for the company
Accountant:
 Responsible for preparing financial reports, budgets, and financial statements for
the organization
 Provides managements with financial analysis, development budget and
accounting reports; analyzes financial feasibility for most complex proposed
projects; conducts market research to forecast trends and business conditions
 Responsible for financial forecasting and risk analysis
 Performs cash management, general ledger accounting, and financial reporting for
one or more properties
 Responsible for developing and managing financial systems & policies
 Responsible for administering payrolls
 Ensuring compliance with taxation legislation
 Handles all financial transactions for the company
 Serves as internal auditor for the company

Client Service Executive/Front Desk Officer:

 Welcomes guests and clients by greeting them in person or on the telephone;
answering or directing inquiries
 Ensures that all contacts with clients (e-mails, walk-in center, SMS or Phone)
provides the client with a personalized customer service experience of the highest
level
 Through interaction with clients on the phone, use every opportunity to build
client’s interest in the company’s products and services
 Manages administrative duties assigned by the manager in an effective and timely
manner
 Consistently stays abreast of any new information on company’s products,
promotional campaigns etc. to ensure accurate and helpful information is supplied
to the customer
 Receives parcels/documents for the company
 Distribute mails in the organization
 Handles any other duties as assigned by line manager

Travel Agency Business Plan – SWOT Analysis:

Manzil e Jannah (Destination Management Services), engaged the services of a core
professional in the area of business consulting and structuring to assist the firm in
building a well – structured travels & tours agency that can favorably compete in the
highly competitive travels & tours industry.
Part of what the team of business consultant did was to work with the management of
our organization in conducting a SWOT analysis for Manzil e Jannah (Destination
Management Services). Here is a summary from the result of the SWOT analysis that
was conducted on behalf of Manzil e Jannah;
  Strength:
Our core strength lies in the power of our team; our workforce. We have a team
that can go all the way to give our clients value for their money; a team that are
trained and equipped to pay attention to details. We are well positioned and we
know we will attract loads of clients from the first day we open our doors for
business

 Weakness:
As a new travels & tours agency, it might take some time for our organization to
break into the market and gain acceptance especially from corporate clients in the
already saturated travels & tours industry; that is perhaps our major weakness

 Opportunities:
The opportunities in the travels & tours industry is massive considering the
number of individuals, families, and corporate organizations who travels on daily
basis within Pakistan and to other parts of the world. As an all- round travels and
tours agency, we are ready to take advantage of any opportunity that comes our
way

 Threat:
Some of the threats that we are likely going to face as a travels & tours agency
operating in Pakistan are unfavorable government policies, the arrival of
competitor within our location of operations and global economic downturn which
usually affects purchasing /spending power. There is hardly anything we can do as
regards these threats other than to be optimistic that things will continue to work
for our good

Travel Agency Business Plan – MARKET ANALYSIS

 Market Trends
A common trend in travels & tours industry is that in recent times, with the advent
of internet and general public accessing internet, many airline companies have
started selling their tickets directly to their target market via their online portal.
So also, it is now easier for other business in the value chain of travels & tours
industry to now directly sell their services via their online portal to their target
market. Service providers such as airline companies, car rental companies, hotels,
railways, tourist site managers and perhaps interpreters et al which is why you
can’t find any airline company paying commissions to travel agents on each ticket
they sold.
The travels & tours industry is in continuous state of evaluation and as such,
ground breaking strategies and ideas that are once highly successful are no longer
as productive as they were in the past. Close observation of the trends in the
industry reveals that the past few years have seen the rise and proliferation of
 social media and new tech tools. The trend also extends to increase attention paid
to engagement and new market segments, adopting eco-friendly measures and
sustainability when planning travels & tours events.
As a matter of fact, social media has now become one of the most important tools,
travels & tours agencies leverage on to disseminate information about their travels
and tours events, interact with their clients, solicit feedback, and create year-round
engagement with their target audience. Furthermore, new software apps and
emerging technology have made it easier for travels & tours agencies to gather all
the needed data and information that will help them plan and project for the
future.
People that start travel agency can as a matter of fact start the business from a
small office space and still make headway in the business. One thing is certain
when it comes to travel agency business, you are sure of making profits in form of
commissions, when you are able to successfully book flight tickets, hotel
reservation, taxi cab reservation, and any other travel related services for a client.
You are going to get your cut as soon as they make payment.
The truth is that; the cost of running travel agency can be kept to the barest
minimum because there are always ways you can cut operational and overhead
cost. As a matter of fact, most people that run travel agencies have abandoned the
“brick & mortar” agency for a home-based business just for the sole aim of
reducing overhead, and maximizing profits.

 Our Target Market

The demographic & psychographic composition of travel agencies cuts across
people from all works of life; there is no clear distinction on those that would
naturally need the services of travel agencies. although a travel agency might
decide to concentrate on high – income earning clients, and another travel agency
might only concentrate on corporate clients. The bottom line is that anyone that
can afford to travel from one country to another is a potential client for travel
agencies.
Although Manzil e Jannah (Destination Management Services), will initially
serve small to medium sized business, from new ventures to well established
businesses and individual clients, but that does not in any way stop us from
growing to be able to compete with the leading travels and tours agencies in
Pakistan.
As an all-round travels & tours agency, Manzil e Jannah offers a wide range of
services hence we are well trained and equipped to services a wide range of
clientele base.
Our target market cuts across people of different class and people from all walks
of life, local and international organizations as well. We are coming into the
industry with a business concept that will enable us work with the highly placed
 people and companies in the country and at the same time with the lowly placed
people and smaller businesses.
Below is a list of the people and organizations that we have specifically designed
our products and services for;
 Potential couples/young Adults
 Corporate organizations
 Religious organizations (pilgrimage journeys et al)
 Households/Families
 Public Sectors
 Colleges/Schools
 Sports Organizations
 Entrepreneurs and start – Ups

Our Competitive Advantage

The level of competition in the travel agency line of business depends largely on the
location of the business and of course the niche of your travel agency. If you can
successfully create a unique brand identity for your travel agency or carve out a unique
market, you are likely going to experience less competition.
For instance, if you are one of the few travel agencies in your city/ province/ country that
handles pilgrimage travels, you are show going to be making constant mega box year
after year. This is so because religious faithful are always travelling for pilgrimage
journey annually.
Although the competition in the travel agency line of business is not just within travel
agencies but also other travel related service providers. For example, it is now easier for
you a traveler to book his/her hotel accommodation, book flight ticket, reserve taxi cab
or rent car ahead of his journey from the comfort of his/her home with the aid of the
internet simply because most of the service providers are by passing travel agencies and
taking their services directly to their target market.
We are quite aware that to be highly competitive in the travels & tours industry means
that we should be able to deliver consistent quality service, our clients should be able to
experience remarkable difference cum improvement and we should be able to meet the
expectations of both travelers/tourists and our partners (service providers).
Manzil e Jannah (Destination Management Services) might be a new entrant into the
travels & tours industry in Kot Adu/Punjab - Pakistan, but the management staff and the
owner of the business are considered gurus. They are the people who are core
professional and highly qualified. These are part of what will count as a competitive
advantage for us.
Lastly, our employees will be well taken care of, and their welfare package will be
among the best within our category (startups travel & tour agencies) in the industry
meaning that they will be more than willing to build the business with us and help
deliver our set goals and achieve all our aims and objectives.
Travel Agency Business Plan – SALES AND MARKETING STRATEGY

We are mindful of the fact that there is stiffer competition amongst travels and tours
agencies and other related service providers in Pakistan, hence we have been able to hire
some of the best business developer to handle our sales and marketing.
Our sales and marketing team will be recruited based on their vast experience in the
industry and they will be trained on regular basis so as to be well equipped to meet their
targets and the overall goal of the organization. We will also ensure that our excellent job
deliveries speak for us in the market place; we want to build a standard travels and tours
business that will leverage on word of mouth advertisement from satisfied clients (both
individuals & corporate organizations).
Our goal is to grow our travels and tours agency to become one of the top 20 travels and
tours agencies in Pakistan which is why we have mapped out strategy that will help us to
take advantage of the available market and grow to become a major force to reckon with
not only in Kot Adu, but also in other cities in Punjab.
Manzil e Jannah (Destination Management Services), is set to make use of the
following marketing and sales strategies to attract clients;
 Introduce our business by sending introductory letters alongside our brochure to
corporate organizations, schools, household, and key stakeholders in Kot Adu and
other cities
 Promptness in bidding for travels and tours contracts from government, religious
organizations and other corporate organizations
 Advertise our business in relevant travels and tours magazines, newspapers, and
TV cables/ social media (Facebook, Instagram etc.)
 List our business on yellow pages’ ads
 Attend relevant international and local travels and tours expos, seminars, and
business fairest al
 Create different packages for different category of clients in order to work with
their budgets and still deliver quality service to them
 Leverage on the internet to promote our business
 Engage direct marketing approach
 Encourage word of mouth marketing from loyal and satisfied clients
Source of Income
Manzil e Jannah (Destination Management Services), is established with the aim of
maximizing profits in the travels & tours industry and we are going to go all the way to
ensure that we do all it takes to attract clients on regular basis and sign retainer – ship
with most of our clients.
Manzil e Jannah (Destination Management Services), will generate income by offering
the following travels and tours services for individuals and for corporate organizations;
 Travels and tours consulting and advisory services for individuals and corporate
clients
 Selling of traveling related insurance policy cover, sale of travel guide books and
through the sale of foreign currencies
 Booking for flight tickets
 Securing transit visas
 Booking for shuttle buses/taxi cabs
 Car rental services
 Hotel bookings
Sales Forecast
One thing is certain; there would always be individuals, families, and corporate
organizations that would travel on a daily basis within Pakistan and to the other parts of
the world.
We are well positioned to take on the available market in Pakistan, and we are quite
optimistic that we will meet our set target of generating enough income/profits from the
1st 6 months of operations and grow the business and our clientele base beyond Kot Adu
to other cities.
We have been able to critically examine the travels and tours market and we have
analyzed our chances in the industry and we have been able to come up with the
following sales forecast. The sales projection is based on information gathered on the
field and some assumptions that are peculiar to startups in Kot Adu.
Below is the sales projection for Manzil e Jannah, (Destination Management Services),
it is based on the location of our business and wide range of travels& tours services that
we will be offering;
SR.NO BUSINESS YEAR SALES PROJECTION
1 1ST Year
2 2ND Year
3 3RD Year

N.B: This projection is done based on what is obtainable in the industry and with the
assumption that there won’t be any major economic meltdown and natural disaster
within the period stated above. There won’t be any major competitor offering same
additional services as we do within the same location. Please note that the above
projection might be lower and at the same time it might be higher.
OUR PRICING STRATEGY:
The norm in the industry is that, travel agencies make their money via commission they
get by offering traveling related services such as booking for flight tickets, securing
transit visas, booking shuttle buses, taxi cabs, car rentals, hotel bookings, amongst many
other services.
At Manzil e Jannah, (Destination Management Services), we will keep our fees below
the average market rate for all of our clients by keeping our overhead low and by
collecting payment in advance. In addition, we will also offer special discounted rates to
start – ups, nonprofits, cooperatives, and small social enterprises.
We are aware that there are some clients that would need regular access to travel and
tours consultancy and advisory services and assistance, we will offer flat rate for such
services that will be tailored to take care of such clients’ needs;
PAYMENT OPTIONS
At Manzil e Jannah, (Destination Management Services), our payment policy will be all
inclusive because we are quite aware that different people prefer different payment
options as it suits them. Here are the payment options that we will make available to our
clients;
 Payment by via bank transfer
 Payment via online bank transfer
 Payment via check
 Payment via bank draft
 Payment with cash
In view of the above, we have chosen banking platforms that will help us achieve our
plans with little or no itches.
TRAVEL AGENCY BUSINESS PLAN – Publicity and Advertising Strategy
We have been able to work with our brand and publicity consultants to help us map out
publicity and advertising strategies that will help us walk our way into the heart of our
target market. We are set to take the travels and tours industry by storm which is why we
have made provisions for effective publicity and advertisement of our travels and tours
agency.
Below are the platforms we intend to leverage onto promote and advertise Manzil e
Jannah;
 Place adverts on both prints & electronic media platforms
 Sponsor relevant community based events/programs
 Leverage on the internet and social media platforms like; Instagram, Facebook,
twitter, YouTube, Google+ et al to promote our brand
 Install our bill boards on strategic locations all around city
 Engage in road show from time to time
 Distribute our fliers and handbills in target areas
  Ensure that all our workers wear our branded shirts and all our vehicles are well
branded with our company’s logo
Financial Projections & Costing
Starting a travel agency can be cost effective; this is so because on the average you are
not expected to acquire expensive machines & equipment. Basically what you should be
concerned about is the amount needed to secure a standard office facility in a good and
busy business district, the amount needed to furniture and equip the office, the amount to
purchase the required software applications, the amount needed to pay bills, promote the
business and obtain the appropriate business license and certifications.
This is the financial projection and costing for starting Manzil e Jannah;

SR.NO CATEGORIES COSTs

1 The Total Fee for incorporating the business
The budget for basic insurance policy cover, permit and
2
business license
The amount needed to acquire a suitable office facility in
3
business are for 6 months
The cost for equipping the office (computers, software,
4
printer, furniture, telephone, filing cabins)
The cost for the purchase of the required software
5
applications
6 The cost of launching your official website
Budget for paying at least one employees for 3 months plus
7
utility bills
Additional expenditure (Business cards, Adverts, &
8
Promotions)
9 Miscellaneous

Going by the report from the market research and feasibility studies conducted, we will
need over xxxxxxxx Rupees to successfully set-up a medium scale but standard Travels
& Tours Agency in Pakistan.
Generating Funding/Startup Capital for Manzil E Jannah
Manzil e Jannah (Destination Management Services), is a family business that will be
owned by Abdul RAZZAQUE & family. They are the sole financials of the firm. But
may likely welcome partners later which is why they decided to restrict the sourcing of
the start-up capital for the business to just three major sources;
 Generate part of the start – up capital from personal savings
 Source for soft loans from family members and friends
 Apply for loan from Bank
Travel Agency BUSINESS GROWTH: Sustainability & Expansion Strategy
It is easier for businesses to survive when they have steady flow of business
deals/customers patronizing their products and services. We are aware of this which is
why we have decided to offer a wide range of event planning and other related services
to both individual and corporate clients.
We know that if we continue to deliver excellent travel & tours services, there will be
steady flow of income for the organization.
Our key sustainability and expansion strategy is to ensure that we only hire competent
employees, create a conducive working environment and employee benefits for our staff
members. In the nearest future, we will explore the options for either selling out
franchise or expanding our scope beyond Kot Adu/Punjab to other cities in Pakistan.
We know that if we implement our business strategies, we will achieve our
business goals and objectives in record time.