An Observation Tour Report with Hotelbdes Co., Ltd.


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This document will present my experiences on the observation tours with Hotelbeds Co., Ltd while I was working as the trainee.

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An Observation Tour Report with Hotelbdes Co., Ltd.

  1. 1. A Report on Observation Tour of Temple & Grand Palace Tour, Khong Tour, Temples in Bangkok Tour and Damnoen Saduak Floating Market Tour (Aug 16th - 25th , 2012 )Introduction An Operations Department is one of the most important parts of every tour companywhich operates a tour for clients from different regions worldwide. Without the operationsdepartment a tour company cannot even run the company because there will be nodepartment to create the tours for clients. Moreover, the tour companies that don’t operate thetours by themselves are just called the travel agents not a tour company at all. Therefore, theOperations Department is just like the heart of the Tour Company or Tour OperatorCompany. Regarding my internship with Pacific World (Thailand) Ltd. as a trainee student of theOperations Department for 3 months, I can say exactly that I extremely learned a lot of thingsthat I didn’t think I could experience them from my classes or even from anywhere elsebecause the department is separated into many branches for instance, transfer, fleet, vehicleassignment, excursion, roundtrip and document branches. So, I had a nice chance toexperience many interesting and different tasks every day of my working hours. As mystatement above about the important of the Operations Department which meant that I haveworked with the core part of the Pacific World (Thailand) Ltd and I got to know the workingprocedures of the department and how the department launched its tasks successfully. Amazingly, at the end of my internship period I could have a wonderful opportunityto experience and observe tours of the company which were half-day and full-day tours inBangkok and Damnoen Saduak floating market and others. Furthermore, my internship hasnot been very successful, fruitful and effective like this without the kindly opportunityoffered by the Operations supervisor and staffs. I would not have a chance to experience howthe real tourist guides from different languages ran and took responsibilities on their workswithout the department supports. Finally I didn’t know how I can explain my appreciationsand gratefulness on every support that the department nicely gave me; however, I wouldabide by the rules and policies of the company as well as try to do my best on every job that Iwas assigned to boost the department’s and the company’s works in return.B. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 1
  2. 2. Objectives of the Observation Touri) To observe and experience the working characteristics, techniques and styles of eachtourist guide.ii) To learn about the working procedures and processes of a tourist guides from differentlanguages.iii) To get to know about the routings and the tourist attractions of each tour program.iv) To have an opportunity to experience new working environments, meet new interestingpeople from tourist attraction sites and build a good relationship with the local suppliers.v) To have a chance to confront the problems and to get to know how to solve eachdifferent To share the working experiences with tourist guides as I am a tourism student who islooking forward to being a tourist guide in the near future.Observation TourNo. Date Guide / Sites Time Program 1 Aug15 , 2012 G.Somphop/ the 08.00hrs. At Royal Orchid Sheraton Hotel temple of the 08.10hrs Depart for the temple of the Emerald Emerald Buddha Buddha or and Grand Palace ,Grand Palace & 08.30hrs. Arrive at the Emerald Buddha temple Chaophaya River 09.30hrs. Visit the Grand Palace 10.30hrs. Depart for the Reclining Buddha temple 10.40hrs. Arrive at the Reclining Buddha temple 11.30hrs. Depart for Tha Tien Pier to take Khong Tour 12.45hrs. Arrive at Chatrium Hotel 12.50hrs. Depart for River City Pier 13.10hrs. Arrive at the pier and go back to the office 14.30hrs. Arrive at the office with safety2 Aug17 , 2012 G.Somphop/ Local 06.50hrs. At Aloft Hotel, Sukhumvit soi 11 Market (Talad 07.00hrs. Depart for local market in Samut Sakhon Romhoop) , Orchid 08.30hrs. Arrive at the local market Farm, Damnoen 09.00hrs. Depart for Orchid Farm Saduak floating 09.20hrs. Arrive at the Orchid FarmB. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 2
  3. 3. market, Rose 09.45hrs. Depart for Damnoen Saduak Floating Garden and Market Suvarnabhumi 10.00hrs. Arrive at the Floating Market Airport 11.30hrs. Depart for Rose Garden to have lunch 12.45hrs. Arrive at the Rose Garden 14.15hrs. Depart for Suvarnabhumi Airport 15.50hrs. Arrive at the Airport 16.00hrs. G. take care of guest to depart for Phuket 16.05hrs. At the first floor, gate 4 with airport representatives 18.30hrs. Welcome guests of flight no.TG288 and take guests to the van by my own self 18.50hrs. Wait for the VIP guests of flight 3K515 that would land at 18.10 hrs. but the flight delayed then I needed to wait the guests 21.45hrs. The guests from flight 3K515 already took van 22.00hrs. Get back to my home3 Aug19 , 2012 G.IM/ the Orchid 06.00hrs. At Baiyok Sky Hotel Farm and Damnoen 06.30hrs. Depart for the Century Park Hotel Saduak floating 06.40hrs. Arrive at the Century Park Hotel market Floating 06.50hrs. Depart for Royal Orchid Sheraton Hotel Market 07.10hrs. Arrive at Royal Orchid Sheraton Hotel 07.30hrs. Depart for Orchid Farm 08.15hrs. Arrive at the Orchid Farm 08.45hrs. Depart for Damnoen Saduak Floating Market 09.00hrs. Arrive at the Floating Market 11.05hrs. Depart for RTC, Carving Wood Shop 11.15hrs. Arrive at the RTC shop 11.45hrs. Depart for Bangkok 12.50hrs. Arrive in BangkokB. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 3
  4. 4. 13.15hrs. At Royal Orchid Sheraton, the first drop off for guests 13.45hrs. At Baiyok Sky Hotel 13.50hrs. Get back to my home4 Aug25 , 2012 G.Buncha/ the 07.30hrs At Royal Orchid Sheraton Hotel Golden Buddha, the 08.15hrs. Depart for Grand China Princess Hotel reclining Buddha, 08.20hrs. Arrive at Grand China Princess Hotel Marble temples and 08.25hrs. Depart for the Golden Buddha Temple Gems Gallery 08.30hrs. Arrive at the Golden Buddha Temple 09.00hrs. Depart for the Reclining Buddha Temple 09.30hrs. At the Reclining Buddha Temple 10.05hrs. Depart for the Marble Temple 10.30hrs. At the Marble Temple 10.45hrs. Depart for Gems Gallery 11.00hrs. Arrive at Gems Gallery 12.05hrs. Escort the guest to Royal Orchid Sheraton Hotel by my own self 13.30hrs. Arrive at the Hotel 14.00hrs. Get back to my homeProblems and Solutions As far as I am concerned, I have experienced the problems every day of myobservation as the following statements. For the first day, I had the difficulty about thelanguage when I observed the Emerald Buddha temple and Grand palace and Khong toursthat led by a German tourist guide. I have not experience the German before therefore, I wasreally confused about the guide’s interpretation and explanation. However, I tried to solve theproblem by paying my attention of the guide’s body languages and tried to guess about whatthe guide saying were. Surprisingly my language problem gave me an idea that Thai, Englishand Basic Japanese were not enough for me to work in the tourism field at all. I still reallyneed to learn more languages. Therefore, when I have time I will not hesitate to get to knownew languages. Additionally the last problem for the first day was about the guide took thewrong boat to run Khong Tour therefore, all tourists had to get off the first boat that they tookthen waited for the right boat to pick them up. Fortunately it took only 10 minutes to wait forB. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 4
  5. 5. the right boat. For the solution of this problem, I personally thought that first of all the guideneeds to make sure that he takes the tourists to the right boat before letting the tourists get inthe boat by asking about the name of the boat, service of the boat, and the destination of theboat or maybe the guide can try to contact the Operations office to be sure about the boatsupplier because sometimes the tourists might be upset with the guide’s errors. Concerning to second day, there was a few problems which were the vomit of touristthat I could experience on the way back to Bangkok therefore, the tourist guide could solvethis problem very well by providing that tourist some liquid medicine, Thai herb as well ascold tower in order to relieve the vomit. Secondly I experienced the delayed flight so, I reallyneeded to take more time to wait for the VIP guests that I was assigned to accommodatethem. Actually the flight would arrive at 18.10 hrs but unfortunately, it delayed. Therefore,the exact arrival time was approximately 21.20 hrs. For the solution of the second problem, Isolved it by waiting until the flight arrived then I could get back home because I reallyneeded to make sure that the guests that I was assigned to take responsibility on them couldget the van comfortably, smoothly and safely. In addition, I have experienced one moreproblem that I had to welcome and lead the guests to the van by my own self because therewere only 2 airport representatives at that time and they both had to take care of other flightstherefore, I was willing to assist the airport representatives by taking care of the guests fromthe domestic flight. As for the solution, I could solve this problem successfully andeffectively because I could get the guests and lead them to the van with safety and I alwaystried to make them get comfortable with my first time of working instead of airportrepresentative. I ran my working procedures from asking about the guests’ safety and comfortwith the flight, their original country, their previous trip, their interests to travel in Bangkokas well as I had to inform the guests about their departure service such as service date, pickup time, pick up point. Moreover, I seriously had to inform my guests that if they neededsome help or had any emergent requirements then just called directly to the Operations Officein Bangkok. For the third day, surprisingly I could experience only one problem which was aboutthe late woke up of some tourists according to the pickup time was too early for the tourist.The reason for early pick up was that a tourist guide had to pick the tourists up from manyhotels to visit the Damnoen Saduak floating market Floating Market; therefore, those touristswho came late had to take taxi to get in the coach at the last pick up point in order to be withthe group. Regarding the solution of the above problem, the tourists who came late had tospend some money on taxi fare because it was their fault to wakes up so late. However, beinga tourist guide totally had to understand about the tourists’ behaviors and characteristics sothat he / she could run their tours smoothly without any complaints. Undoubtedly, I finally experienced the problem that I could not even imagine that thisproblem totally led me such a great chance to work as a tourist guide for a short period oftime. According to the tourist guide had another duty to take tourists to visit the Grand PalaceB. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 5
  6. 6. in the afternoon that he had to pick the tourists up at hotel in Sukhumvit area; therefore, whenhe just asked me to escort the tourists from Gems gallery to the Royal Orchid Sheraton Hotel.At the time that I had to take care of my tourist was one of the most exciting moments for mebecause I didn’t even know that I would have to accommodate the tourists; however, I justtried to do my best by being confident to speak out as well as try to make my tourists feltcomfortable with their trip.Experiences and Benefits As far as I am concerned, I personally actually think that the more I can experiencethe problems, the more I can improve myself and I can totally learn how to deal with eachdifferent problem. Therefore, working with the problem is always the best way to learn andalso learning from the mistake is the best teacher that I can even think about. According tomy opportunity to observe the company’s tours, I could encounter many experiences andbenefits that I could not even think that I could get them in classes or in the office as thefollowing lists;i) I could experience about the tourists’ behaviors and characteristics because afterproviding the services in order to impress the tourists, so the service provider is supposed toget to know his/her clients or guests first. Besides, what clients like or don’t like is one of themost important thing a good tourist guide supposes to know in order to satisfy the clients.Therefore, working as a tourist guide is not that hard but the tourist guide is supposed to be aservice-minded person who is willing to take good care of the clients, to comfort them as wellas to maintain the safety of the trip.ii) I could experience about working procedures of a tourist guides from different languagesand the characteristics of each tourist guide is as important as the characteristic of clientsbecause people always have their own styles to provide a service as long as they can keep thehappiness and enjoyment of clients.iii) It was really beneficial for me to get to know the routings of each tour as well as somenew popular tourist attractions of the company then I can take all the knowledge andexperiences that I got for the observation to enhance my future career more or less.iv) I completely could experience new atmosphere, meet new interesting people from eachdifferent sites as well as to create the relationship with local suppliers to benefit my futurecareer. Moreover, working out of the office could support my interests as I wanted to work asa tourist guide or operations officer.v) I got to know how to solve some problems that I have experienced while I was workingout of the office so that when I will have to experience the same problem in the future then Iwill absolutely know how to deal with each I got to know more about the truths of being tourist guide because they shared some ideasand experience with me. Additionally some tourist guides were so opened to me therefore, Itotally had the ideas forward my future career as a tourist guide.B. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 6
  7. 7. Summary To summarize, I can say exactly that the observation tour gave me a lot of things andthe tour made me look forward about the reality of being a tourist guide because sometimesworking as a tourist guide isn’t beautiful as I thought or even isn’t tough that I have imaginedabout. Every experience and benefit totally exceeded my expectations. Moreover, everyworking hour with the real tourist guides totally excited me and gave me more confident towork in this field because all the things that I have obtained just emphasized me to be so surethat tourism industry is a kind of challenging industry that I really wanted to work for.B. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 7
  8. 8. AppendicesB. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 8
  9. 9. Photos of the first day At the Emerald Buddha Temple & Khong TourB. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 9
  10. 10. Photos of the second day At Rom Hoop Market & Damnoen Saduak Floating MarketB. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 10
  11. 11. Photos of the third day At the Damnoen Saduak Floating Market (English guide)B. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 11
  12. 12. Photos of the fourth day At the Golden Buddha, Reclining Buddha & Marble templesB. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199 12