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Group 1 Report in TPD 1

Here are some examples of open-ended qualifying questions you could ask: - What aspects of a golf holiday are you most interested in? The golf courses themselves? Other activities or sights to see? Relaxation? - How many people will be traveling with you? A couple, family, group of friends? - What is your budget range for the holiday? Are you looking for luxury or more affordable options? - What time of year were you thinking of traveling? Are there any dates that work best for you? - How long of a trip are you looking to take? A long weekend, 5-7 days, over a week? - Is this your first time visiting Malaysia or have

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Axel Hagosojos
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25 views34 pages

Group 1 Report in TPD 1

Here are some examples of open-ended qualifying questions you could ask: - What aspects of a golf holiday are you most interested in? The golf courses themselves? Other activities or sights to see? Relaxation? - How many people will be traveling with you? A couple, family, group of friends? - What is your budget range for the holiday? Are you looking for luxury or more affordable options? - What time of year were you thinking of traveling? Are there any dates that work best for you? - How long of a trip are you looking to take? A long weekend, 5-7 days, over a week? - Is this your first time visiting Malaysia or have

Uploaded by

Axel Hagosojos
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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OPERATE AN

AUTOMATED
INFORMATION
SYSTEM
MODULE 1
LEARNING OUTCOMES:
At the end of this module, you will:
1. Discuss and explain the different
automated information system

Reporter: SHERLY PANUGA


INTRODUCTIO
N:
• It is never too early to begin a collection or library of information.
• There is an abundance of information but you have to be proactive in
obtaining it – it won’t simply come to you.
• For the tourism industry, the internet has enabled employees to
become very knowledgeable, as so much information is available.
And if you don’t already have information, you can find it very
quickly.
• Asthe internet is available to everyone, customers will often arrive
having already completed quite a bit of their own research. It is
important you are familiar with the information systems available to
you to demonstrate professionalism and currency in your field.
Automated information
systems
-Are used by many different organisations
within the tourism and other industries, and
more recently by clients or potential clients
via the Internet.
• This system are used by different Organization and
Individuals including:

Suppliers of tourism services Consumers,


Industry Organization Government
and Educational and
Tour Operators training organization
Media
Central Reservation System
(CRS)
- Also known as Global
Distribution System (GDS) is a
key source of current information
in the Tourism industry.
The 3 Most widely used CRS systems
are ;
1. Sabre
2. Amadeus
3. Galileo
SABRE
• The First passenger reservation system
— Offered by Sabre, installed in 1960, marked a
dramatic leap forward for the airline industry,
automating one of its key business areas. Sabre Airline
Solutions pioneered technological advances in areas
such as revenue management, pricing, flight scheduling,
cargo, flight operations and crew scheduling.

Reporter: ARGILYN
AMADEU
S
is a computer reservations system owned by the Amadeus IT Group with
headquarters in Madrid, Spain. The central database is located at Erding,
Germany. The major development centres are located in Bangalore (India),
Sophia Antipolis (France) and Boston (United States).
Amadeus also provides New Generation departure control systems to
airlines.
Amadeus IT Group is a transaction processor for the global travel and
tourism industry.
• Amadeus is a member of IATA, OTA and SITA. Its IATA airline
GALELIO
• A computer reservations system (CRS) owned by
Travelport.
• Member of the International Air Transport Association
(IATA), Open Travel Alliance and of SITA.

Reporter: MAVECK ALAMO


Galileo System
• Moved from Denver, Colorado, to the Worldspan
datacentre in Atlanta, Georgia, on September 28,
2008, following the 2007 merger of Travelport and
Worldspan.
Product Database and
Suppliers
Include accommodation, airlines, coach companies and
attractions.
• A component within the computerised reservation system
(CRS) used in travel agencies, tour wholesalers, visitor
information centres (VIC) and some international hotels.
INTERNET
Is an important source of information, easily accessible on most
computer devices.

The user should always ensure that the information is from a reliable, secure
and up-to-date source.
1. Research the author and guidelines for uploading information to the website.
2. Consider whether the information has been endorsed, and can be
substantiated by statistics and facts from other reliable sources e.g.
Government departments or known industry bodies with long history and
professional reputation; their reports, surveys or consensus results and so on.

Reporter: KATHERINE GRUTA


NEWSPAPERS
Most major newspapers are now available
electronically via the internet.
*To keep abreast of the events, celebrations, activities and cultural
happenings being covered.
*Most print media present regular articles or supplements which
focus on tourism (including travel, hospitality and attractions)
*Bookmarking for easy retrieval and for distribution to those who
might benefit from it.
PAMPHLETS/BROCHURES

All tourist attractions will have some form of


pamphlet or brochure.
*Most of these are now available electronically
which enables regular updates
* Electronic information also allows for updates
regarding any special exhibits, shows, changes in
admission fees, new facility availability.
OTHER SOURCES OF INFORMATION YOU ARE ABLE TO
ACCESS WEBSITES FOR WOULD INCLUDE:

• Local government
• Trip advisor
• Guidebooks via e-book purchase such as:
• Lonely planet
Frommers
• DK guidebooks Maps
• Roughguides
Specific sites for events, activities festival and so on
Transport (car hire, bus, rail, taxi, ferries, cruise liners, airlines).
Information required may include:
Network map
Timetables
Ticketing/fares
Safety
• FAQs.
SUPPLIER DESIGNATED SYSTEM
• A supplier designed system is software developed by the supplier
and available to the supplier, usually as a computer reservation
system. This could be for an airline, car hire company, tour
wholesaler or hotel chain.
• It is usually only accessible by that supplier. However, some
suppliers may make their systems available to travel agents to
book directly.
• For example Air Asia, Avis car hire, Expedia and so on.

Reporter: AXEL HAGOSOJOS


TOURISM INFORMATION SYSTEM

• are created by the relevant governments. These are a data


base of information on that country, region or province.
Their systems are accessed via their own internal
software, not via the internet.
• These systems may be available at the offices of the
tourism bodies or you could access them via software
available to travel agents.
Festivals and Events
Calendars
• Many festivals and events vary in their exact date
from year-to-year depending on things such as the
moon, leap year or whether another country has been
successful in bidding to host an event.

• You can search calendars for festival and events for


regions, cities or countries to get the most up to date
information.
MODULE 2
INTRODUCTION:
• The information requirements of your customer will depend on a
range of different factors including where they want to go, who
they want to travel with and what they want to do. You also need
to find out how much knowledge they already have about their
intended travel destination.
• Keep in mind that it is not only customers who may be asking you
for information but also other colleagues, agencies or businesses
or you may simply be aiming to clarify existing information for
your own knowledge.

Reporter: JUMILYN H.
THE TYPES OF INFORMATION YOU MAY
NEED TO INVESTIGATE MAY INCLUDE:

Accommodation
Pricing of products and services
Transport
Availability Attractions
Amenities
General destination information
Events and festivals.
Product information:
QUESTIONING
When dealing with clients the best way to find out what information
is required is through questioning.

💠 Asking
ASK QUESTIONS ❔
questions and taking notes helps you to get a clear
picture of what your client needs.
💠 Questioning is a great opportunity to learn more about
your client and to build rapport.
💠 Asking questions and then clarifying your understanding
enables you to provide great customer service and also helps
you to work efficiently.
CONSIDER THIS EXAMPLE
A couple enters your travel agency and requests information on
golf holidays in Malaysia. You do not have any brochures on
this, so you need to source information on the internet. By
questioning the customer and asking, say:

🔹Do they mean east or west Malaysia, or both?


🔹Do they have a particular town in mind?
🔹Do they prefer a guided golf trip?
QUALIFYING WHAT THE CUSTOMER
WANTS

• The term which is used to describe how we find out


what customers want.

• It means asking and probing for more and more information


until a more detailed profile of the customer’s needs, and
possible solutions for meeting them, begin to form in our
minds.
USING SALES SKILLS
• The professional sales person determines customers’ needs by
skillful and effective use of questioning, listening and responding.

To be that successful sales person in tourism you


need to:
Ask your clients questions
Listen
✔️Develop empathy (putting yourselves in
their position), rapport (creating a good
relationship), and trust.
TYPES OF QUESTIONS
❓❔❓

Reporter: LEA JOY


TO HELP YOU QUALIFY WHAT THE CUSTOMER
WANTS, YOU MUST:

✅ Ask open questions, and


✅ Avoid closed questions.
🔷 A closed question requires only a yes/no answer.
▪️For example: ‘Do you like playing golf?’ (Answer: yes/no)
🔷 An open question, however, usually begins with the words:
How, Who, Why, Where, What or When
▪️For example: ‘What is it about playing golf that appeals to you?’
CONTINUING QUALIFYING QUESTIONS

One of the proven techniques to help you qualify customers


looking for information is:
Don’t give all your information first. Continue to ask
qualifying questions.
▪️A frequent mistake made in a sales context is to give too
much information without getting enough in return to
complete the sale.
▪️Wait until you have gained all the information you need
before you make a professional recommendation.
THANK
YOU❗❕❗
😇😊

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