PRODUCTIVITY AND QUALITY
MANAGEMENT
PROJECT ON PRODUCTIVITY IN TOURISM INDUSTRY
KESARI TOURS AND TRAVELS PVT LTD.
February...
CERTIFICATE
This is to certify that this project report entitled “Project on
Productivity in Tourism Industry – Kesari Tou...
ACKNOWLEDGEMENT
We would like to express our special thanks of gratitude to our teacher who gave
us the golden opportunity...
WHAT IS TOTAL QUALITY MANAGEMENT?
A primary role of management is to lead an organization in it’s day-to-day operations as...
Quality and visitor experience
Deming’s 14 principles:
▪ Constancy of purpose – customer value. KESRI TOURS & TRAVELS Crea...
TQM and service quality
Total quality management (TQM) is an approach to management that focuses on quality as the
key to ...
TQM originated in a manufacturing environment and its terminology and techniques have
largely been developed in that envir...
The customer is frequently directly involved in the delivery of the service and as such introduces
an unknown and unpredic...
Vision
"Kesari-The World Class Travel Company, spreading smiles and happiness..."
Mission
"Kesari is passionately committe...
Happy Hours: This division of Kesari, created with the idea of giving an opportunity to every Indian,
with a budget constr...
Kesari services are also offered through their network of over 60 preferred sales agents, all over
Maharashtra and other s...
Popular Family Tours:
Kesari started its journey by conducting family tours to Indian destinations and then to destination...
 Lot of Entertainment on Tour, Hassle-Free Travel.
 Professional & Caring Tour Leader throughout the tour.
 Thousands o...
Our efforts to achieve our vision and mission have been recognized by the travel industry from time to
time with various a...
India to have received this honour.
 Sentosa Star Preferred Partner Award 2010-2011
Award received by Kesari Tour Pvt Ltd...
 Award for Best Performance
Kesari has received award for Best Performance from Travel Agents Society of Kashmir and
Jamm...
The travel consultants at our offices will assist you for the same.
6. Due to some reasons if the customers cancel the tou...
 Do the customers have to wake up early on tour?
Unless otherwise specified by the Tour Leader for world tour, we normall...
Meals and Beverages
 What type of meals are included on tour?
As per the tour itinerary requirement, there is a pre-set m...
 Can 3 adults and 1 child share a hotel room?
At most of the destinations around the world, if you are a family of four t...
Booking & Payment
 How much in advance should the customer book the tour?
We recommend to book the tour at least 9 months...
 Once the customers are on tour, how would their relatives come to know about their
safety?
Once they reach the first des...
CONCLUSION
Indian Tourism Industry has a strong relationship with the economic growth of the country. As
GDP continues to ...
Productivity and Quality management in tourism industry
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Transcript of "Productivity and Quality management in tourism industry"

  1. 1. PRODUCTIVITY AND QUALITY MANAGEMENT PROJECT ON PRODUCTIVITY IN TOURISM INDUSTRY KESARI TOURS AND TRAVELS PVT LTD. February 27, 2014 Authored by: Amey Chopa(159) , Darian Alvares(175), Bipin Tiwari(173), Bipin Sharma(149) , Gandhar Bedekar(138) , Philip Dias(174) , Sachin Thomas(165)
  2. 2. CERTIFICATE This is to certify that this project report entitled “Project on Productivity in Tourism Industry – Kesari Tours and Travels Ltd ” submitted to Joshi-Bedekar College , is a bonafide record of work done by “Amey Chopa, Darian Alvares, Bipin Tiwari, Bipin Sharma, Gandhar Bedekar, Philip Dias and Sachin Thomas” under my supervision from “20-01-2014 ” to “ 27-01-2014”. Prof. Gauri B.M.S Department, Joshi-Bedekar, College Place- Thane Date-27-01-2014
  3. 3. ACKNOWLEDGEMENT We would like to express our special thanks of gratitude to our teacher who gave us the golden opportunity to do this wonderful project on the topic- Project on Productivity in Tourism Industry, which also helped us in doing a lot of Research and we came to know about so many new things. We are really thankful. Secondly we would like to thank employees of Kesari who helped us a lot in finishing this project within the limited time. We are making this project not only for marks but to also increase our knowledge. THANKS AGAIN TO ALL WHO HELPED US.
  4. 4. WHAT IS TOTAL QUALITY MANAGEMENT? A primary role of management is to lead an organization in it’s day-to-day operations as well as a visible entity into the future .Quality has important factor to success in this latter strategic responsibility.The quality of a product or service is its ability to satisfy the needs of the consumer. Quality management covers all the activities undertaken to satisfy the needs of the consumer. Quality in tourism .... It is the result of a process which implies the satisfaction of all the legitimate product and service needs, requirements and expectations of the consumer, at an acceptable price, in conformity with the underlying quality determinants such as safety and security, hygiene, accessibility, transparency, authenticity and harmony of the tourism activity concerned with its human and natural environment. TOTAL QUALITY MANAGEMENT
  5. 5. Quality and visitor experience Deming’s 14 principles: ▪ Constancy of purpose – customer value. KESRI TOURS & TRAVELS Create constancy of purpose toward improvement of product and service, with the aim to become competitive and to stay in business, and to provide jobs. ▪ Drive out fear - bring in trust so that everyone may work effectively for the company. KESRI TOURS & TRAVEL Sis best example for it as it keeps its employees bonded with their happiness ▪ Improve Constantly and forever the system of production and service, to improve quality Attractions Accommodation Food Environment Local people Others Visitor experience Satisfaction and loyalty
  6. 6. TQM and service quality Total quality management (TQM) is an approach to management that focuses on quality as the key to success. The 'Quality Triangle' summarizes the components of Quality Manager.  The focus on the customer in defining Quality.  The importance of teamwork in unifying goals.  The need for a scientific approach and decisions based on data. Following the publication of the 'Foley Report' (Report of the Committee of Review of Standards, Accreditation and Quality Control and Assurance, Australian Government Printing Service, 1987), which concluded that? "Few, if any issues are more important than quality in meeting the need to improve the competitiveness of Australian Industry". There has been heightened interest in Australia in the implementation and effective use of Quality Management. Management of tourism service chain Before On the spot After           Informa- Local Accom-Trans- Enter- Journey Post-vaca- tion/ Reser- Journey informa- Food Activities tion goodwillmodation port tainment home vation tion acivities            =Critical incidents
  7. 7. TQM originated in a manufacturing environment and its terminology and techniques have largely been developed in that environment. Its application in a service environment thus requires adaptation of the ideas to a different set of circumstances. How is service industry different? Modern methods of quality control were developed and matured in manufacturing industries. These involve the processing and fabrication of materials into finished durable and nondurable goods.... Service, however, is a relatively distinct non-manufacturing activity. Work is performed for someone else. The major distinctions between service and manufacturing organizations are that the product: is intangible and ephemeral; is perishable; frequently involves the customer in the delivery of the product; is not perceived as a product by employees. The intangible nature of the service as a product means that it could be very difficult to place quantifiable terms on the features that contribute to the quality of the product. This could make measurement of the quality of the product a problem for TQM. As service products are perishable, they cannot be stockpiled and must be produced 'on demand'. The result is that the process for delivering a service may be highly complex involving the co- ordination of primary and support systems in what is usually a very time sensitive relationship with the customer. This is in contrast to manufacturing organizations where although time may be an important aspect in the delivery of the goods it is rarely regarded as a feature of the goods which will affect its quality. In the case of a service organization time is regarded as an assessable quality or feature of the product. For example people usually book aero plane flights based on the departure and arrival times that are most convenient. If a traveler is expecting to arrive at a destination at a specified time, and the aero plane is 2 hours late the product will most likely have failed to meet the person's satisfaction. This is irrespective of how comfortable the aero plane was, how good the inflight service was, or the fact that the flight had been made safely.
  8. 8. The customer is frequently directly involved in the delivery of the service and as such introduces an unknown and unpredictable influence on the process. The customer also adds uncertainty to the process because it is often difficult to determine the exact requirements of the customer and what they regard as an acceptable standard of service. This problem is magnified by the fact that, standards are often judgmental, based on personal preferences or even mood, rather than on technical performance that can be measured This has the result that while a service completely satisfied a customer yesterday exactly the same service may not do so today because of the mood of the customer. Therefore there is a problem of the fickle customer! In service provision the situation is very different. The involvement of the customer makes the definition of quality varying from moment to moment. 'Service' cannot be stored, so the measurement must be immediate. Finally, the service is delivered at the moment it is produced. Any measurement taken is thus too late to avoid a failure in contact with the customer. The critical difference in the application of TAM to service industries thus lies in the area of quality measurement and it is this issue that we shall address in the remainder of this paper. KESARI TOURS AND TRAVELS PVT LTD. COMPANY PROFILE Kesari Tours Pvt. Ltd. is comprised of team of professional string ensure a complete tour & holiday experience to suit you individual and group requirements. The company is engaged in the business of conducted tours, individual packages, hotel booking, air ticketing etc. Kesari Tours was incorporated in 1984 under the leadership of Mr. Kesari Patil with last 24-years experienced in this trade. The office was located in a very small premises of 300 sq. feet. Kesari Tours has expanded its business from 500 to 10,000 clients per year. It has successfully conducted more than 40,000 tourist during last 13 years. With the quality of service and dedication of work Kesari Tours has expanded it's activity to many destinations such as NAINITAL, SHIMLA, MANALI, CHARDHAM, RAJASTHAN, SAURASHTRA, KERALA, OOTY, KODAI, SOUTH INDIA, NEPAL,SINGAPORE- BANGKOK-PATTYA, MARUITUS, AMERICA, AUSTRALIA AND EUROPE. In 1995, KESARI TOURS PVT. LTD. was incorporated to meet the growth of business. The additional business of FIT, Outbound tours and inbound tours are added to the present business. In 1997, the company shifted to new premises at Ground floor, Kings Corner, L. J. Road, Mahim, Mumbai. The location of new office is at the center and on the main road. The area of office is 3,000 sq. feet. The office is fully air-conditioned and well furnished. The office is fully computerized and equipped with all modern and advanced systems.
  9. 9. Vision "Kesari-The World Class Travel Company, spreading smiles and happiness..." Mission "Kesari is passionately committed to Total Quality Travel, with continual delivery of value added services. We uphold the highest ethical standards and believe in creating new benchmarks in the industry." INTRODUCTION Kesari strongly believes and follows the concept of Kaizen "change for the better", refers to philosophy of continuous improvement of processes which will provide maximum satisfaction to our Guest. and keep us flexible in dynamic environment to serve them better. Kesari believes in providing innovative holiday ideas to its guests. It has hence created unique concepts to cater to travelers’ ever-evolving needs, which have been acknowledged as innovations in the Indian Tourism Industry. Naturally, they have also translated into wide smiles on the faces of happy guests! DIVISIONS OF KESARI TOURS AND TRAVELS: Strawberi : A division of Kesari, caters to the needs of the individual traveler. These are customized or tailor-made holiday packages created for you, 'As you like it', to destinations worldwide. Kesari MICE: A division of Kesari caters to the corporate travel needs of companies mainly for Meetings, Incentives, Conferences and Exhibitions.
  10. 10. Happy Hours: This division of Kesari, created with the idea of giving an opportunity to every Indian, with a budget constraint but a passion to travel, within India and around the world. These cost-saver tours are becoming very popular since the past few years. Kesari Forex: An authorised 'Full Fledged Money Changer' by Reserve Bank of India, Kesari Forex tries to fulfil all the currency needs of the Indian traveller going abroad. Kesari Inbound: India's favourite outbound tour operator now also offers inbound operations. Kesari India, winner of many National and International Tourism awards, offers you a variety of packages - with responsible prices, meals, no hidden costs and much more. LOYALTY AND COMMITMENT Price loyalty, in many respects, is replacing brand loyalty Consumers want to participate in the creation of product, no longer a “one size fits all” world They also want to turn existing brands into their own and control the transaction Consumers will go with the best deal It is cheaper to keep a customer than to get a new one thus tour operators have loyalty programs. CURRENT SCENARIO Kesari today has to its credit a substantial portfolio of holiday destinations, domestic and international. Operating in more than 100 destinations in India and over 1000 destinations Worldwide, spreading across the seven continents. Over 300,000 happy guests have enjoyed the world class standards of service, quality and innovation that Kesari has brought in the tourism industry. THE BACKBONE OF SUCCESS  Personal touch and caring attitude.  Totally honest policy.  Excellent service.  Perfect tour planning PRODUCTS AND SERVICES
  11. 11. Kesari services are also offered through their network of over 60 preferred sales agents, all over Maharashtra and other states in India. SPECIAL INTEREST TOURS Chota Break Couple Tour Once Again Honeymoon NRI Special Wildlife special World class education CUSTOMER FEEDBACK  They are very professional and friendly.  No hidden costs. POSITIONING As a service provider Kesari has positioned itself as world class Travel Company at affordable rates Company with strong work ethics as a common man’s company SERVICE DIMENSIONS IN TOURISM • Access • Communication • Competence • Courtesy • Credibility • Reliability • Responsiveness • Security • Tangibles • Understanding the customers
  12. 12. Popular Family Tours: Kesari started its journey by conducting family tours to Indian destinations and then to destinations worldwide. Today Kesari offers the largest number of Family tour options in the Indian tourism industry with more than 60 options for Europe, more than 80 options for South East Asia, 115 in India, and more than 70 in the rest of the world, not to forget 224 types of Unique Speciality Tours like My Fair Lady for Ladies, Honeymoon tours for the newlyweds, Pilgrimage tours by Marigold, Exclusive tours for Seniors known as Second Innings, Students Special tours, Chota Break – the escorted short tours and Agro tours Why kesari … because kesari means lot more that too your price  One Line Tour Price, Always All Inclusive. No Additions - No Confusion, No Hidden Costs.  No Advertising Gimmicks. No Optional Sightseeing. No Extra Expenses to be paid On Tour.  Driver and Guide Tip Included in the tour price.  Guarantee of ‘Carry Zero Money On Tour’.  As per the tour category, Best Quality Hotels which are appreciated by travelled guests.  Comfortable AC Luxury Coaches, Maximum sightseeing included.  Delicious Indian Meals, Breakfast, Lunch, Dinner -all Meals Included.  Lots of Extra Toppings like Ice cream, soft drinks... etc. on tour, special Snack Hamper at the airport.  Complimentary Bag at the time of final payment.
  13. 13.  Lot of Entertainment on Tour, Hassle-Free Travel.  Professional & Caring Tour Leader throughout the tour.  Thousands of Satisfied Tourists year after year, Every Year.  First Travel Company in India certified for ISO 9001:2008 & OHSAS18001:2007.  Brand Range of World-wide Tours.  Tours suitable for every duration consisting of 3 to 40 days with many combinations.  Tours suitable for Every Budget, starting from 5 thousand to 10 lakh.  Tours for Every Lifestyle - luxury tours, upgraded tours, cost saver tours, Tailor made Holidays.  Tours suitable for Every Age Group, from 7 to 70 years of age.  Tours Designed for Special Groups like students, seniors, honeymooners, ladies, corporate and so on.  Pioneer of most popular Ladies Special tour ‘My Fair Lady'.  Largest Tour Operator for South East Asia, Europe, Himachal, Kashmir and Kerala.  A family of 1000 Dedicated Kesarians including 500 Exclusive Tour Leaders to serve you.  Recipient of many National and International Tourism Awards including the most recent ‘Best Out bound Tour Operator of India by Times. Lifetime Achievement Award - Delhi’, ‘Asia's Best Brand in Travel Segment Award - Singapore’ and ‘Friends of Thailand Award - Bangkok.'
  14. 14. Our efforts to achieve our vision and mission have been recognized by the travel industry from time to time with various awards.  Best Support and Performance Award 2011-12,Singapore Airlines The Award ceremony was held at Amadeus, NCPA - Mumbai  Top Agent Award for "Outstanding Sales Achievement" by Malaysia Airlines 2011 The award ceremony was held on 23rd Nov at Langkawi  Best Support Award 2011-12, Bangkok Airways and Thailand Tourism Kesari bagged the Best Support Award for the year 2011-12.  Sentosa Star Preferred Partner Award 2012-13 Kesari has once again been conferred the Sentosa Star Preferred Partner Award. Received at the hands of Mr. David Goh (Senior Divisional Director, Leisure Management) and Mr. Steven Chung (Senior Assistant Director, Sales Department - Commercial)  Times Travel Honours 2010-11- Best Outbound Tour Operator of India Award Kesari Tours bagged the award for "Best Outbound Tour Operator of India" at the Times Travel Honours 2010-11. Kesari Tours Pvt Ltd received the award at the hands of Mr. Dilip Piramal ,Chairman - VIP Industries  Friends of Thailand Award Kesari Tours Pvt.Ltd was conferred with this award for being the Best Tour Operator by Tourism Authority of Thailand. It has been received MD of Kesari Tours Pvt.Ltd at the hands of Thailand Tourism Minister at Bangkok Convention Centre. Kesari is proud to be the only Company from
  15. 15. India to have received this honour.  Sentosa Star Preferred Partner Award 2010-2011 Award received by Kesari Tour Pvt Ltd. at the hands of Mr Mike Barclays - CEO, Sentosa Leisure.  Asia's Best Brand in Travel Segment Award Received the Award at the hands of Mr. Donovan Neale May, Executive Director - CMO Council.  Lifetime Achievement Award Founder & Chairperson - Shri.Kesari Patil was awarded this prestigious award from Bird Travel World Express.  45th Anniversary Genting Awards Best Supporting India Outbound Travel Agent Award by Resort World, Genting  Travel & Tourism Summit Awards 2010 Best Outbound Tour Operator of the Year  Thai Airways Award Spirit of Excellence Award for outstanding sales performance during the year 2008 awarded by Mr Yutthanai Paiamprom - GM Thai Airways.  FIE Foundation Award Awarded the prestigious FIE Foundation award- 2007, for her outstanding contribution in the field of Tourism.  Abacus International Award At Kotakinabalu in Malaysia, Abacus International awarded Kesari for excellence in customer services using technology in India.  Galileo Award for Best Domestic Tour Operator Having been adjudged the ‘Best Domestic Tour Operating Company' in India 2006-07 by Galileo, Kesari has once again proved its capability and expertise.  Indo - Swiss Society Award Awarded by the Indo-Swiss Society presented to MD, in recognition of her efforts for integration of tourism.  Award for Outstanding Performance Kesari has received the award for Outstanding Performance in the year 2007 from Austrian Airways and Cathay Pacific Airways.
  16. 16.  Award for Best Performance Kesari has received award for Best Performance from Travel Agents Society of Kashmir and Jammu & Kashmir Tourism Board. QUESTIONNAIRE 1. How many people travel on a tour? Generally the number of guest traveling varies depending on the destination . The average group size(guests) for World tour is between 40 to 47 and Indian tour is between 28 to 56. However, if a particular tour gets an overwhelming response or if it is a Speciality tour like My Fair Lady (Ladies' Special) or Second Innings (Senior Citizens') tour then the group size may go beyond the aforesaid group size. 2. What if the customer wishes to extend his stay at one of the destinations? The customer can extend his stay provided he intimates us of such extension at the time of booking. Additional charges will be applicable. No extensions/alterations can be done when the tour is in progress. 3. Can the customer just do a part of the tour? It is not advisable to do tours partly as he wont be able to experience his dream destinations completely. Kesari offers the customer a wide range of products that suit their requirements. Our travel consultants will guide him/her on the same . 4. Will there be any change in itinerary or date of tour as the customers need to plan their leaves and make necessary arrangements accordingly? We do not change the itinerary nor date of the tour, however in case of force majeure events, circumstances force us to change the routing or date of the tour, as the case may be, just for customer’s safety. 5. Can the customers make changes in travel plan once the booking is done? Yes, they can modify their booking or travel plan. There may be certain charges for modifications or for canceling the old booking and making new arrangements.
  17. 17. The travel consultants at our offices will assist you for the same. 6. Due to some reasons if the customers cancel the tour then will they get their money back? Cancellation of tour will attract certain cancellation charges. The travel consultant will give the details about such cancellation at the time of booking or for more information on cancellation charges visit our website. 7. What does the World tour price include? The World tour price generally is inclusive of the customer’s travel arrangements, accommodation, all meals, sightseeing, entrance charges, visas, airport taxes, Tour Leader services, etc. For more information on inclusion of tour price kindly refer tour inclusion section on the respective tour itinerary page on our website www.kesari.in 8. What does the Indian tour price include? The Indian tour price generally is inclusive of the customer’s accommodation, all meals, sightseeing, entrance charges, Tour Leader services,etc but does not include the customer’s to and fro journey tickets . However we do have Airport to Airport tours which is all inclusive tours by Air. 9. Do the customers get any early booking benefit? Yes, the customers get an advance booking discount for all tours on paying full registration amount at the time of booking. Discounts are slab wise and are given on first cum first serve basis. They are valid for limited seats, limited period, limited tours and vary depending on the tour and region, so book early and save thousands. Kesari also offers full payment discount if the customers pay the entire tour price 60 - 300 days prior to the tour departure . 10. Do the customers have any benefits for Repeat Travelers and Senior Citizens ? Kesari does have repeat guest and senior citizen discounts and it varies as per the tour. 11. Do you have any benefits for group bookings ? Yes, the customers are eligible for group discount if they book for a group of more than 8 guests on the same day. 12. Is there any age criteria for discounts? Do children also get discount? Discounts are applicable for all guests who are or above 2 years of age for both World tours and Indian tours.  What are the modes of travel on tour? The modes of travel depend upon the tour which you book. Generally, we travel by Flight, Coach, Train, Cruise, Speed boat, Jet Foil, Cable Car, etc as mentioned in the itinerary.  Are there any night journeys on tour? For flights we may have night journeys, but we normally avoid night journeys on tour as far as possible.
  18. 18.  Do the customers have to wake up early on tour? Unless otherwise specified by the Tour Leader for world tour, we normally follow 6-7-8 schedule i.e wake up at 6 am, breakfast at 7 am and departure at 8 am and for Indian tour its 7-8-9 schedule i.e. wake up at 7 am , breakfast at 8 am and departure at 9 am. However, the schedule may change as per the situation.  Do the customers get wake-up calls on tour? Yes, they do get telephonic wake up call through the hotel automated system, however it is advisable to have their mobile alarms set to be on the safer side.  What if the customer reaches late and miss a part of the tour? Punctuality is of utmost importance when traveling in group. We do not want the customer to miss any part of the tour so please be on time and always follow the Tour Leader's instructions. In case, they miss any part of the tour, we are not responsible/liable and no refund shall be given to them in this regard.  What if a disabled or a senior citizen needs special assistance on tour? A qualified companion must accompany the guest who needs such special assistance as individual assistance cannot be given to such guest by the Tour Leader considering he has to manage the entire group.  At a particular destination, is it allowed if the customer’s relative wants to join the tour? Yes, their relative is always welcome. S/he can join us on tour subject to your intimation to us at the time of booking and payment of prescribed charges to make him / her eligible to join our tour and avail our services on tour.  What if the customers fall sick on tour and unable to continue as per the scheduled tour? Kindly inform the Tour Leader immediately. The Tour Leader will assist in making all arrangements for the medical aid, doctor on call etc. However, the expenses will have to be borne by them. Here, Insurance plays a major role hence we highly recommend that the customer should get himself and his family insured adequately before travel. Coach  How is the seat allocation in the coach? Seat numbers in the coach are allotted on the booking priority, first come first serve basis. Seat numbers 1, 2, 3 and 4 in each coach are reserved for the Tour Leader / Guide and are Premium seats. Further seat allocation is done as per the booking priority and the same is informed by the Tour Leaders on tour.
  19. 19. Meals and Beverages  What type of meals are included on tour? As per the tour itinerary requirement, there is a pre-set menu. We serve vegetarian food along with 1 non – vegetarian dish. Breakfast is continental and meals are Indian with an occasional addition of Fast /Local food.  Can the customer request for Special meal? Yes, special meal like Jain meal (No onion garlic), Fasting meal (Fruits, Milk or Finger Chips) and Baby meal can be arranged subject to prior intimation. In case of baby meal we provide tin milk, plain dal and rice only, during meals as per the itinerary. For in between requirements of baby we recommend you to carry sufficient baby food along with you. Hotels & Room Types  What category of hotels are provided by Kesari on tour? The hotels are usually 3* / 4* category with basic amenities.  Are the hotels located in the city ? The hotels are booked as per the availability and are located at convenient locations.  What is the basic accommodation type ? For all tours, accommodation is generally provided on Twin sharing basis. Other room types like Single room, Double Room or Triple Room can be provided as informed at the time of booking.  What does Twin Sharing mean? Twin sharing means two adult share 1 room with two separate beds.  What if the customer is traveling alone? It is absolutely fine if he/she is traveling alone, you can book a single room which is the same size as that of a twin room. In such case they have to pay single occupancy charges. The other choice is to share a room with a co traveler if s/he is single, of the same gender and is willing to share a room with you.  What is a triple room? Triple room is when 3 adults share 1 room. Usually, a family with 1 child or friends prefer this type of room. The room size is same as that of a twin room and the third bed is often a roll -away mattress.  What if the customer’s child want to share a room? For Indian tours, if child is below 12 yrs of age and sharing a room with an adult then child has to pay adult tour price. Whereas for World tours, child below 12 years of age sharing room with an adult needs to to pay Indian portion of child tour price and FOREX portion of adult tour price.
  20. 20.  Can 3 adults and 1 child share a hotel room? At most of the destinations around the world, if you are a family of four then you are given 2 rooms. As per the safety norms, 4 people are not allowed in one room. In this case, if you have a child then s/he has to pay adult Forex tour price. Documentation  Do I need a passport for travel? Yes, Passport is mandatory for any international travel.  If I do not have a passport, will Kesari assist for the same? If you do not have a passport you can apply for the same online on www.passportindia.gov.in if you are an Indian National, however Kesari does not assit for the same.  If due to Visa rejection I need to cancel my travel plan then do I get a refund? Yes, you can get a refund after deducting the Visa application fees and cancellation charges, if any.  If I extend my holiday after or before the scheduled tour then how about my Visas / Insurance? The Visa or Insurance included in the tour price is only for the tour duration. For your extended holiday we will process your visa or insurance accordingly, you just need to pay the difference. Tour Leader  Does the Tour Leader assist us on the entire tour? Yes, the tour leader will assist throughout the tour and this is one of the USP’s of Kesari. However, they are not responsible for baggage or any kind of personal belongings.  In which languages will the Tour Leader communicate on tour? The Tour Leader will preferably communicate or give instructions on tour in Hindi and English.  Generally how many Tour Leaders are provided for a group tour? For World tours, we have 1 Tour Leader for the entire group where as for Indian Tours, 1 Tour Leader with 1 or 2 Tour Assistant depending upon group size.
  21. 21. Booking & Payment  How much in advance should the customer book the tour? We recommend to book the tour at least 9 months prior to the scheduled departure date as most of our tours fill up 6 months in advance. For Indian tours, railway booking opens 120 days prior to the departure date. However, if the customer books early he/she can avail of the advance booking discounts, priority in the coach etc.  Where can the customer book the tour? He/she can book tour at any of the Kesari offices or Kesari's Preferred Sales Agents or Kesari Franchisee. Refer to our world showcase for the listing of our offices and Preferred sales agents and Franchisee. If guests are residing out of India, they can book their tour online through www.kesari.in  What are the requirements to book a tour? To book a world tour, they need passport with 6 months validity subsequent to the scheduled departure date of the tour and with sufficient number of blank pages for visa purposes. They also need to pay a registration amount depending on the tour price. Where as for Indian Tours identification proof and registration amount is required for detailed information on the booking procedure click here.  Do the customers need to pay the entire tour price at one go while booking? If they pay the tour price at one go 60 days prior departure then they are benefited as they get full payment discount . It is not mandatory though, they can pay the registration amount to book and pay the balance payment later. Post Booking  How can the customers check their payment and billing details? They can check their billing and tour related information online. Then, type their log in ID which is their tour code and form number and the password is printed on their payment receipt.  Prior to tour departure is there any information provided? We do give pre departure information sheet once they book a tour which consists information about the destination, things to carry, weather, shopping etc. It is also available on the website under post booking information.  Do the customers get any confirmation call of our scheduled departure? Yes, 2 to 3 days prior to their scheduled departure we give a call to inform the reporting time and place.
  22. 22.  Once the customers are on tour, how would their relatives come to know about their safety? Once they reach the first destination, we intimate their relatives through a call and SMS on the number that have been provided by them while booking the tour. Also, we provide 2 sets of hotel list so that one copy is kept with their relatives and they can contact you at the hotel directly.  In case of emergency whom can the customers contact? During emergency, they can call on 9920095000 which is Kesari' s Emergency Number.
  23. 23. CONCLUSION Indian Tourism Industry has a strong relationship with the economic growth of the country. As GDP continues to increase, it enhances investment in basic infrastructure like transport system, which is a vital support to tourism in India. Closely associated is the hotel industry in India, which has added to the growth in Indian tourism since 2004. India has become one of the popular tourist destinations in the world. Of course there has been the government’s support through its “Incredible India” campaign, which showed new light to foreign tourists. In 2005 the arrival of international tourists grew by 16%giving boost to Indian tourism. The Union Financial Budget 2006-07 has allocated Rs.8.5 Bn for Indian tourism sector in the tenth Five Year Plan. Having increased the service tax to 12% there is more expected revenue for the government. With lot of imagination and ideas the Indian tourism sector is gathering momentum and is set to have not only large numbers of foreign tourists but also make a big share in the country’s Gross Domestic Product ( GDP ).Recent statistics have revealed that during the first quarter of 2006, the performance of the tourism industry has been very encouraging which has registered an 11% increase in foreign tourist arrivals. With the given allocation to the Indian tourism industry in the budget, the Government appears to have realized the significance of this sector in earning valuable foreign exchange as also enabling greater employment. As new destinations develop the tourist inflow is anticipated to increase. BIBLIOGRAPHY  www.kesari.in  www.wikipedia.org  www.slideshare.net

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