1. SERVICING STRUCTURE
 Team of 2 mentored consultants in a group to add as backups.
 Consultants to understand queries of clients and forward it accordingly
to concerned departments ie. Retail, leisure, corporate, accounts etc
 Complete customer profiles on the CRS or otherwise with full info on
client particulars.
 Give the customer highly personalized service, recommendations right
from the very first interaction.
 Develop a repertoire of unique experiences and special access.
 Go up market and share the latest information received from airlines,
vendors etc not only in house but also with customers.
 Segment the market into two traveler types…those with more money
than time and those with more time than money.
 This is a consultative sales job…where executives are perceived as
trusted advisors..which in turn means relationship building.

2. TRAINING AND INTERACTION
 Strength and weakness of each team member to be evaluated and used
accordingly. Ensure that clients are retained by the experience and
assistance that they contribute to the relationship.
 Attract and retain experienced, service oriented, responsive and skilled
staff.
 Adoption of improved technology and automated CRS training and
other various trade shows to be attended by all active and non active
participants on a need to meet basis.
 Improvement on writing skills is a must. Good writing skill helps to build
trust and relationship.
 Once in 3 months an open house be organized for all staff to interact and
co-ordinate with each other, which can be done on a weekend either
within the office or outside as a full day exercise with extra curricular
activities.
 Surprise checks and tests to be organized for each service delivery dept to
know whether the systems laid out are being adhered to and the
executives are upto date with the changes in the industry.
 Checking and re-checking of fares and special pricing structures to be
discussed from various sources before being actioned.
 The travel executive is indispensable, provided they are available at all
hours taking pride in what they do and building a personal relationship
with senior and regular travelers, taking ownership of problems and shall
not stop until the issue is resolved.

3. CHECKS BEFORE DELIVERY
 Before final delivery supervisor to check dockets for each transaction and
the same is done as per requirement of clients.This can be verified from
the final OK mail from clients which is placed in the docket and the
contents therein.
 Checklist on docket to be verified with services offered and which have
not been offered.
 Cross border selling to be emphasized as it increases revenue.
 All pnr’s to be checked and verified for correct info updation in the form
of meal seat request, FQTV and any special needs while travelling.
 Checks to be done for validity of passports along with valid visa for
travel.
 Incase where visa is on arrival, traveler to be advised well in advance on
the validity of such visa depending on the type of passport.
 To check that correct billing is done for each services rendered and in the
correct head especially for corporate .
 Reconfirmation of all services at least 72 hrs prior to start so as to avoid
any last minute issues.

4. CHECKS AFTER DELIVERY
 Executives handling various divisions to co-ordinate amongst
themselves and with respective vendors and clients for confirmations
and feedbacks while the service is being used.
 Any last minute changes to be actioned promptly and without delay and
theTAT to be advised to the concerned parties accordingly.