My training during the summer internship helped me recognize how the industry functions and how it manages to provide a wide range of services to customers with varied tastes and budgets.
The main purpose of my project is to understand the functioning of a Destination Management Company and how it is able to provide services to the tourists in the other country.
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SUMMER INTERNSHIP REPORT
At Taha Tour & Travels
Submitted in partial fulfilment of the requirement of
Master in Tourism & Travel Management
Department of Tourism & Hospitality Management
Jamia Millia Islamia, New Delhi
2019-2020
Submitted By:
ISHTIYAQUE AHMAD
Enrollment No.: -18-05059
Roll No.: - 18MTT012
Teacher Coordinator: - Programme Chair: -
Ms. Sumedha Agarwal
(Assistant Professor)
DTHM, Jamia Millia Islamia
Prof. Nimit Ranjan Chowdhary
Head of Department
DTHM, Jamia Millia Islamia
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ACKNOWDLEDGEMENT
I express my sincere thanks to the Director of Taha Tour & Travels, Mr. Mobin & my
colleague for their continued help, advice and guidance throughout the progress of the
project.
I also express my sincere thanks to my University Jamia Millia Islamia, New Delhi for giving
me an opportunity to pursue the Tourism and Travel Management course and also to all my
Faculty members for imparting necessary knowledge and skills in me.
Finally, I also thanks to the Almighty and family members for their blessings and timely
support and cooperation for completing the project.
Ishtiyaque Ahmad
MTTM IV Sem
Roll No. 18MTT012
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DECLARATION
This Summer Internship Report is written and submitted at DTHM, Jamia Millia Islamia,
New Delhi is my original work and has not been submitted earlier to any other college or
institution for the fulfillment of course of study. The findings of the study are based on the
work done and information collected by me during my Summer Internship in Taha Tour &
Travels, New Delhi.
Date: - 30/06/2020 ISHTIYAQUE AHMAD
Place: New Delhi
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EXECUTIVE SUMMARY
My specific interest lies in the ‘Travel Agency And its Operations’ segment of the
tourism industry. Hence, I have chosen this segment to do my internship in. The two
months training has helped me to understand the requirements that are needed in the
operations of a travel agency and also provide a proper outline to all the theoretical
knowledge imparted during lessons. Thus, I had the opportunity to put my theoretical
knowledge to practical use.
My training during the summer internship helped me recognize how the industry
functions and how it manages to provide a wide range of services to customers with
varied tastes and budgets.
The main purpose of my project is to understand the functioning of a Destination
Management Company and how it is able to provide services to the tourists in the other
country.
The data was collected from primary sources such as observation method and talking to
prospective clients as well as executives. Secondary data was collected from brochures,
pamphlets, leaflets and posters that are related to the topic.
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CONTENTS LIST
S.NO. TITLE PAGE NO.
1 Objectives 6
2 About the company 6
3 Products and services 6-7
4 Organizational structure 7-8
5 Online portal of taha tour & travels. 8-9
6 What is the benefit of using taha tour & travels online costing
system?
9
7 Process to be a login member 9
8 My role in the organization 10-11
9 Challenges and problems 11
10 SWOT Analysis of company 12-13
11 Suggestions 13
12 Sample itinerary 13-14
13 Conclusion 15-17
14 Bibliography 18
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OBJECTIVES
➢ To understand the functioning of a Travel Management Company.
➢ To understand the sales and marketing skills required for the travel agency.
➢ To understand the backend work of the online travel portal in the travel agency.
➢ And to understand the shortcomings of the online travel portal and the
areas of improvements.
ABOUT THECOMPANY
Introduction
Established in the year 2016, Taha Tour & Travels in New Friends Colony, Delhi is a top
player in the category Travel Agents in the Delhi. This well-known establishment acts as a
one-stop destination servicing customers both local and from other parts of Delhi. Over the
course of its journey, this business has established a firm foothold in its industry. The belief
that customer satisfaction is as important as their products and services, have helped this
establishment garner a vast base of customers, which continues to grow by the day. This
business employs individuals that are dedicated towards their respective roles and put in a lot
of effort to achieve the common vision and larger goals of the company. In the near future,
this business aims to expand its line of products and services and cater to a larger client base.
In Delhi, this establishment occupies a prominent location in New Friends Colony. It is an
effortless task in commuting to this establishment as there are various modes of transport
readily available. It is at Main Road, Near Lions Hospital Khizrabad, which makes it easy for
first-time visitors in locating this establishment. It is known to provide top service in the
following categories: Online Passport Agents, Travel Agents, Railway Ticketing Agents,
Tour Packages, Visa Assistance, Domestic Air Ticketing Agents, Domestic Tour Packages,
International Air Ticketing Agents.
PRODUCTS AND SERVICES
Taha Tour & Travels in New Friends Colony has a wide range of products and / or services to
cater to the varied requirements of their customers. The staff at this establishment are
courteous and prompt at providing any assistance. They readily answer any queries or
questions that you may have. Pay for the product or service with ease by using any of the
available modes of payment, such as Cash, Master Card, Debit Cards, Credit Card. This
establishment is functional from 00:00 - 23:59.
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Giving the best quality travel services and products is the primary motive of this
organization so that customer can enjoy their tour and return with bestmemories. Product
is anything that is offered to the customer for the sale.
It is the essential components of any organization because of which the organization is known
to the customer in the market. It should be as per the demands of the buyer and that’s what
Apollo Asia product specializes in, the products are designed as per the needs and wants of
the customer.
The main products (destinations) of this organization are as follows: -
➢ Saudi Arabia (Hajj & Umra)
➢ Singapore
➢ Malaysia
➢ Thailand
➢ Indonesia
➢ Dubai
Services provided along with the products are airport transfers, guide on demand for
the day tours.
ORGANISATIONAL STRUCTURE
Taha Tour & Travels is a dynamic work place which is operated by a group of talented
and energetic individuals working at different departments to give great quality services
to the customers and making sure the customer is satisfied during and after the trip.
The Organization is divided under different departments engaged in their respective
activities to achieve the organizational goal and making efforts to be at the top of their
game and in customers’ eyes.
Marketing
The Main role of the executives in the marketing team is to expand the reach of the
Organization i.e. Taha Tour & Travels. The main task of the members of the marketing
team is to represent the organization at International Travel Fairs and exhibitions and
also through the digital medium of marketing to attract maximum number of customers.
Sales
It is the most important part of the business to increase the profits. Taha Tour & Travels
had two ways sales medium i.e. online and offline sales. There are competent sales agent
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dealing in different destinations
Human resource
The Human Resource department includes 2 managers and 1 assistant manager who are
engaged in getting the best candidate for the required job profile. For the same the human
resource managers select the best resumes and the candidate are called in for the
interview. Managing the attendance portal of the employee is the task of the HR
managers. Apart from this their other task includes looking into the salary issues of the
employees, leaves acceptance etc.
Information technology
The main task of the Information Technology (IT) department is to oversee the
installation and maintenance of computer network systems within the company. Its
primary function is to ensure that the network runs smoothly. The IT department must
Evaluate and install the proper hardware and software necessary to keep the network
functioning properly.
Accounts and finance
The primary job of the accountants is the timely receiving of the booking amount from
the agents, maintaining the income records of individual destinations, creating the books
of accounts (Profit and Loss Account & Balance Sheet) of the organization, estimating
where the expenses can be reduced in order to increase the profit.
Operations
The operations department is engaged in providing the timely information about the tour
activities to the customer for his smooth and enjoyable experience. There is one single
operations department dealing in operations of all the destinations.
ONLINE PORTAL OF TAHA TOUR & TRAVELS.
In this age of Digitization every business is going online where he can get the maximum
number of customers. An online portal widens the reach of the organization and its
products and services worldwide hence increasing the customer base of the organization.
Taha Tour & Travels being a B2C service provider was earlier selling the travel
packages through only the offline mode i.e. through the mail and through the calls.
The sales executives were engaged in sending the quotation of the travel package as per
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the requirement of the customer. With this method the customer didn’t have the
flexibility to make the changes in the quotation received by the sales agent.
In today’s time the customer wants the flexibility and control over what he is paying for,
therefore an idea was generated wherein the product and services were to be made
available on an online portal. Nowadays the online portal for every organization has
become a must have where all the product and services are displayed and the customer
can get to know about the latest packages, deals, prices. Taha Tour & Travels went
online few years back with www.tahatourtravels.com online portal.
WHAT IS THE BENEFIT OF USING TAHA TOUR & TRAVELS ONLINE
COSTING SYSTEM?
➢ Agent is able to design their own package with costing like supplier
➢ Direct Net Rates Benefits.
➢ Fast and Easy to use.
➢ Same Day Confirmation.
➢ No Deposits Required
➢ Access to selected b2b partners only.
PROCESS TO BE A LOGIN MEMBER: -
➢ Register on www.tahatourtravels.com
➢ Get login details mail from Taha Tour & Travels.
➢ Login the portal with the received login details.
➢ Start making the packages as per the requirement
➢ Get the total costing.
➢ Pay online.
➢ Get confirmation.
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MY ROLE IN THE ORGANISATION
The internship was done Taha Tour & Travels. Here I learned about the nuance and
functioning of a travel company. As an intern I was given many roles which helped me
understand the theory into practice. Below is the snapshot of the role in different
departments in the organization during the training period.
Marketing the organization
At first, I was given the task of marketing the newly launched online portal of the
organization. My team leader explained the tasks to be done in the coming week. As a
marketing agent I was supposed to get in touch with the potential customers of the
organization and make them understand the functioning and the purpose of the portal to
the agents. Apart from this I had to persuade them to register to the portal by telling them
the USP and the benefits they would avail if they use theportal.
Sales
After understanding the marketing process, I was given the job of a sales person. Sales
is one of the important parts of doing business. As a salesperson I learned the tricks and
the tactics of making the sale, telling the USP of the product so that the customer is
ready to buy the product apart from this I also learned the negotiation skills that a sales
person has to do to sell the package at the best price.
Destination package creation
Since the product of any travel agency is a destination. We had to create the packages for
the destination as demanded by the customer i.e. Saudi Arabia (Hajj & Umra Packages),
Singapore, Malaysia, Thailand, Indonesia, Dubai. As per the requirement of the guest the
hotels, transfers, tours, tickets are added and the final quotation is created. The package
created is sent to the customer for the approval.
Costing
Costing means the proposed or the estimated cost of producing something. After the travel
package was designed for the client it was the time to find the correct costing of the package
that the guest was supposed to pay.
Operations
The operations part of any organization involves giving the after-sale information to the
client. Once the booking was confirmed the it was the duty of the operations members to
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take care of the booking and all the queries related to that. As an operation agent we were
involved in giving the transfers, tours, check in, and check out information to the travel
agent who then communicated to his customer. Giving correct information was very
essential as transfer of wrong information can lead to big loss and can tarnish the name
of the company.
Customer follow up
While doing the customer follow up, we had to call back those customers or agents who
have received the login details but are still not using the online portal. While doing this
role we had to ask the reasons as to why they are not using the portal and ask them to use
the portal for making the reservations from our B2C portal.
CHALLENGES AND PROBLEMS
Every working organization comes with its fare share of challenges and problems. These
problems and challenges encourage and motivate the employees to find out the solutions of
those problems and work harder in achieving the goals. Some of the challenges that I
observed while working in the organization during one-month time are as follows: -
➢ Lack of training among the employees especially the new joiners which increases the
learning time of the employee when he is on role.
➢ Lack of work space as per the number of employees on the floor.
➢ Lack of monitoring of individual performance.
➢ Agents are laid back in making payments which increase the payment collection time.
The Accountants had to give reminders to the agents for the quick transfer of
payment.
➢ Lack of awareness about the online portal of the company.
➢ Lack of training of the sales person which eventually impact the level of sales of the
organization.
➢ In the beginning the destination awareness is not appropriate as required by an agent
of a destination management company to guide the customer to take the right package
at right cost.
➢ No terms and conditions for the last-minute booking.
➢ There is a continuous conflict between sales and operations team.
➢ Similarly, there is a conflict between online and offline sales system
regarding the number of passengers to be taken on single booking.
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SWOT Analysis
Strength
Business strengths are its resources and capabilities that can be used as a basis for developing
a competitive-advantage. Examples of such strengths include:
➢ The company easily identifies its resources and has easy availability of products that
can be delivered to the guest.
➢ Over the years the company has gained the trust of the customers and is strong supply
chain in the market.
➢ The company has high skilled and innovative workforce and decision makers.
➢ The company has good ties with various overseas companies and tourism boards.
➢ The company has a modern approach towards the use sustainable marketing
techniques.
➢ The company has started working on other products like providing solutions in India.
Weakness
The absence of certain strengths may be viewed as a weakness. For example, each of the
following may be considered weaknesses:
➢ In the international market, the company faces a lot of competitors with more
advanced technology and workforce.
➢ The company doesn’t have much roots in the countries other than South east Asian
Nations.
➢ Due to presence of more global leaders in the category, there are
less chances of the company to take on the lead in the near future.
Opportunities
The external environmental analysis may reveal certain new opportunities for profit and
growth. Some examples of such opportunities include:
➢ There is a recent increase in the infrastructure sector of the company.
➢ Government strategies including GST favour the further plans for the expansion of the
business.
➢ Removal of trade barriers both in domestic and international market.
➢ Due to the increasing online or Digital business Taha Tour & Travels, can attain more
work with the development of online portal where travel agents can book tour online.
➢ Growth in tourism sector in India will change the demand supply.
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Threats
Changes in the external environmental also may present threats to the firm. Some examples of
such threats include:
➢ More and more start-ups can be seen these days, which makes the future of the
company unstable.
➢ High duties and taxes by the government is one of the major threats for the growth.
➢ Fast changing in the technology can make product out of fashion easily.
SUGGESTIONS
➢ Investment should be done on training and development of the fresh joiners so that
they do not face difficulty doing job on floor
➢ There should be increased work space for comfortable working.
➢ System should be set up to monitor the individual performance of the employees.
➢ Harmony should be created between different departments of the organization for
smooth working.
➢ Hiring should be done based on the past experience of the candidate in the same field.
➢ Strict terms and conditions should be set up for the timely payment and collection of
booking amount by the customers.
➢ Strong Human Resource Policies should be created for the satisfaction of the
employees as there are salary issues every month.
SAMPLE ITINERARY
Hello!
Greetings from Taha Tour & Travels
(SINGAPORE) Many thanks for your valuable query to us, please find our best rate.
Arrival Date : 15 - Sep - 2019
Nationality : Indian
Web Id : SG0027285
Adults : 2
Child with bed : 0
Child without bed : 0
No. of Infant : 0
Hotel 1 : Value Hotel Thomson
Check-in : 15 Sep,
Checkout : 16 Sep,
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No of Night : 1
Room Required : 1 Double Superior with breakfast
Add. Meal Detail : N/A
Hotel 2 : Value Hotel Thomson
Check-in : 18 Sep,
Checkout : 20 Sep,
No of Night : 2
Room Required : 1 Double Superior with breakfast
Add. Meal Detail : N/A
Hotels Rate:
Rate : SGD 205 per person on DBL Sharing
Ground Services Costing:
Inclusion:
15 Sep Airport (Changi) To City Hotel (Transfer)(SIC)
16 Sep City Hotel to Cruise Terminal (Harbor front) (Transfer)(SIC)
18 Sep Cruise Terminal (Harbour Front) To city Hotel (Transfer)(SIC)
19 Sep, City Experience Tour (Tour) (SIC)
19 Sep, Sentosa Island Return Transfers (Only Transfers) (Tour) (SIC)
19 Sep, Cable Car Ride (1 way) (Ticket Coupon)
19 Sep, Wings of Time 2nd Show (Ticket Coupon)
19 Sep, 4d Magix + Cineblast 3d + Desperados (Ticket Coupon)
20 Sep City Hotel to Airport (Changi)(Transfer)(SIC)
20 Sep, Universal Studios with Return Transfers (Tour) (SIC)
Rate : SGD 192 per Adult
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Conclusions
For the 3rd semester all the students had to undertake the summer internship training to gain
the industry exposure.
The company’s name is Taha Tour & Travels. It is a B2C company dealing in the packages of
the Saudi Arabia (Hajj & Umra), Malaysia, Singapore, Thailand, Indonesia & Dubai etc.
Almost a decade in existence the group has won numerous awards and accolades from
various industry partners for its best performance & service excellence. Positioned solidly in
B2C market segments Taha Tour & Travels has been recognized as a Top-Rated Tour
company with its state-of-the-art technology & service delivery systems.
The clients of this company are the travel agents dealing in B2C business. It sells the travel
packages to the travel agents who then sell it to their clients.
Taha Tour & Travels deals in selling packages to the travel agents. Till now the selling was
done over the call i.e. the offline procedure wherein the travel agent used to call the company
to know about the destination and get the best price for that particular destination. The sales
team then sends the quotation of the destination asked by the customer including the preferred
hotels, sightseeing, and transfers etc. The company deal in visa and airlines.
I was transferred to the sales department wherein the sales of the travel package were
undertaken. I got a chance to work under Mr. Shohrab, the team leader for online sales.
In this department I learned the nuance of the sales and dealing with the customer, the ability
to have the good convincing skills to sell out a package.
Since the company is dealing in various destinations like Saudi Arabia, Singapore, Malaysia,
Thailand, Bali, Indonesia & Dubai. Each destination has separate department for the sales.
There are approximately 10 sale agents in sales department of every destination who are
engaged in maximizing the sales and retaining the clients by giving the quality service of
destinations.
The office is distributed on two floors one where the sales and operations of different
destination takes place and the other floor from where the newly created online team operates.
The new team deals in the online query send by the customer.
The company has created an online portal for the travel agents across the world wherein they
can register and make the package for their clients as per theirpreference.
The website has the listing of all-star properties, transfers, half day city tour and full day city
tour as well as the meal. The benefit of creating an online portal is that it fastens the sales
process and widens the reach of the company and its services.
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I was given a role in the Taha Tour & Travels Online team where for the first few days I had
to make calls to the list of travel agents and make them understand the features of the online
portal and the benefits they can avail with this portal.
After making calls for some days and getting to know how sale procedure I was given the
task of costing of the itinerary .When a query is received it is transferred to the costing agent
who does the costing and finds out the final price of the package by adding the rates of hotel ,
city tours and the car transfers .This bring the final cost of the itinerary. From this final
costing itinerary quotation is made which is send to the customer.
I was engaged in the task of costing which is done by the internal software.
The queries are received like for 4N/5D for Singapore. The total amount for the offline
queries is paid through the payment link send to the customer whereas in online queries the
payment is also done online through net banking, debit card, credit card etc. The online team
consists of around 15 member employees who are engaged in handling the backend
operations of the portal. With the rapid growing tourism industry worldwide, this
organization is giving a small contribution towards the growth of inbound tourism in South
East Asian nations.
I was a part of the online team of the Organization where I was involved in dealing with
travel agents for the selling the packages. After doing the costing for some days, I was given
the task of mailing the customized made itinerary to the travel agent. After the sales were
done, the confirmation of the booking was sent to the reservation desk which helped in the
processing of the booking by blocking the rooms. Once the rooms were blocked the payment
was received through net banking.
Later I was involved in the after sales process of this organization. This was the Operation’s
task under which the task was to give customer resolution after the sales.
The operations agent was engaged in providing the resolutions through calls and
Organization’s WhatsApp number. The travel agents called on behalf of the guests who are
travelling to the destination abroad. For example, if the transfer isn’t available on time, the
travel agent is informed to tell the same to his guest.
Apart from that, some promotional packages were introduced by the sales team to attract the
customer whose rates we had to update in the software so that it is visible on the website
(apollob2b.net). These promotional packages were designed to attract the customer towards
the online system of booking a package.
The employees are engaged in giving quality service to the guest to keep then satisfied and a
valuable customer of the company.
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Team leaders gave the guidelines about the work process of the organization and job offers
were given to those who performed well at the internship.
In the end there was a sales meet organized which required some employees to give the
presentation on their journey in Taha Tour & Travels. All the team leaders had to represent
their team, show the achievements in the past quarter, changes in their team & suggestions.
